February 2021Before college the two main things I worked on, outside of school,
were writing and programming. I didn't write essays. I wrote what
beginning writers were supposed to write then,...
Customer expectations have never been higher.
People expect fast, accurate, and effortless support, every time. And across industries, from ecommerce to financial services to healthcare, customer experience has become...
I’ve been a long-time Cory Doctorow fan. His new book Enshitification is delicious. Yup – I understand that a shit emoji doesn’t inspire deliciousness.Now that I’m back in hibernation...
March 2021The secret curse of the nonprofit world is restricted donations.
If you haven't been involved with nonprofits, you may never have
heard this phrase before. But if you have been,...
Like many support leaders right now, I’m deep in 2026 planning.
I imagine this cycle is bringing a big question into focus for most: if the way work gets done...
The Santa Maria di Missione chapel in Villafranca Piemonte, northern Italy, stands at the end of a long cornfield. Behind it, the mountains rise gently,...