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2026 customer service planning series: Vol. 04

Real-world example Anthropic ran a focused “Fin hackathon” sprint to improve their AI Agent’s resolution rate. The team audited unresolved queries, identified underperforming topics, and...

Google Removes Sci-Hub Domains from U.S. Search Results Due to Dated Court Order * TorrentFreak

The Toll of Stress on Startup Teams and Its Link to Founder Well-being

Beyond Smart

Second IC 🙂 – Sam Zeloof

Homemade 1000+ transistor array chip  In 2018 I made the first lithographically fabricated integrated circuits in my garage fab. I was a senior in high school when I...

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@bfeld v60.0 – Feld Thoughts

My father Stan and I in our default states.lsof -ti:3000 | xargs kill -9 2>/dev/null; npm run devI’ve been wandering up to 60 for...

Is There Such a Thing as Good Taste?

November 2021(This essay is derived from a talk at the Cambridge Union.)When I was a kid, I'd have said there wasn't. My father told...

2026 customer service planning series: Vol. 03

AI doesn’t fail because the model is bad, it fails because ownership is missing. Once someone owns it, everything changes. Your resolution and automation rates...

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‘Reverse Mathematics’ Illuminates Why Hard Problems Are Hard

When it comes to hard problems, computer scientists seem to be stuck. Consider, for example, the notorious problem of finding...

Give First Available in Audiobook Format

Give First is now available to pre-order in Audiobook format (it will be officially released on 12/2/26).I’m the reader, so if you are an...

Putting Ideas into Words

February 2022Writing about something, even something you know well, usually shows you that you didn't know it as well as you thought. Putting ideas into words...

More context, more confidence: The new CX Score explained

Customer expectations have never been higher. People expect fast, accurate, and effortless support, every time. And across industries, from ecommerce to financial services to...

Space Truckin’ – the Nostromo

The Nostromo towing its refinery through the inky blackness of space. “I was really influenced by three films,” Ridley Scott told Fantastic Films in 1979,...

Enshitification – Feld Thoughts

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...

Heresy

April 2022One of the most surprising things I've witnessed in my lifetime is the rebirth of the concept of heresy.In his excellent biography of Newton,...

New series: Planning your 2026 customer service organization

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...

Workday Signs Definitive Agreement to Acquire Pipedream

Acquisition will Strengthen Workday's Platform by Connecting its Trusted HR and Finance Data to More than 3,000 Business Applications, Helping Organizations Move From Insight...

What I’ve Learned from Users

September 2022I recently told applicants to Y Combinator that the best advice I could give for getting in, per word, was Explain what...

IDEmacs/IDEmacs: Making Emacs beginner-friendly, via configurations that emulate mainstream IDEs

IDEmacs aims to be a set of Emacs configurations which provide an out-of-the-box experience similar (if not identical) to popular GUI IDEs and editors. It...

Alien Truth

October 2022If there were intelligent beings elsewhere in the universe, they'd share certain truths in common with us. The truths of mathematics would be the same,...
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