Blog

Notes on product, customers, and the space between them.

Jul 2026 · 1 min read

What Support Tickets Taught Me About Roadmapping

The backlog signal most PMs ignore.

RoadmappingCX

May 2026

The Case for Boring Onboarding

Why delight is the wrong first metric.

Mar 2026

AI Copilots Won't Fix a Broken Handoff

Automation can't patch a process gap.

More articles

Jan 2026 · 1 min read

Why I Still Read Every Support Ticket

A habit from customer ops that never left me.

CXOps Alignment

Nov 2025 · 1 min read

Roadmaps Are Arguments, Not Plans

Treat the roadmap as a case you have to make, not a schedule.

RoadmappingStrategy

Sep 2025 · 1 min read

The Franchise Lesson Every PM Should Learn

What running branches taught me about shipping features.

OpsLeadership