As Intercom’s product scaled, we struggled to keep the navigation clear and user-friendly.
So how do you redesign information architecture without disrupting users? Senior Product...
The UCSD p-System, Apple Pascal, and a dream of cross-platform compatibility never quite realized
I’ve been thinking about the UCSD P-System a lot lately, and...
You satisfy your customers, but can you satisfy our curiosity?
With Lauren Gilbert, Senior Customer Happiness Manager at Memberful.
Please tell us a little bit about...
1 Introduction
Music is omnipresent in our daily lives (Hu et al., 2021; International Federation of the Phonographic Industry, 2023; North et al., 2004),...
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...
You satisfy your customers, but can you satisfy our curiosity?
With Ehsan Rishat, Head of Customer Success at REsimpli.
Please tell us a little bit about...
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,...
Fin has helped Anthropic – one of the world’s leading AI labs – revolutionize its customer service. By successfully implementing Al-first strategies, Anthropic’s team...
While using Apple’s automatic dictation feature to send messages on Tuesday, some iPhone users reported seeing a peculiar bug: the word “racist” temporarily appearing...
Dan Caruso’s new book Bandwidth: The Untold Story of Ambition, Deception, and Innovation that Shaped the Internet Age and Dot-Com Boom is available for...