Product Management

Recognizing Your Digital Customer

Digital products make it harder to truly know your customers. Here's why and how to build genuine empathy despite the barriers.

3 minute read

Months into a service design and documentation process, I sat in a Teams call filled with dashboards showing user behavior, conversion funnels, and engagement metrics. We had more data than ever, yet the team kept asking the same question: “Who exactly are we building this for?”

The Immutable Customer

Technology evolves, delivery methods transform, but human nature remains remarkably consistent.

6 minute read

I recently sat in a strategy session where a team spent hours debating whether to rebuild their underlying backend engine using the “latest and greatest” framework. The discussion covered algorithms, infrastructure costs, and competitive benchmarks.

From Agentic Hype to Strategic Reality

Cutting through vendor marketing to build practical frameworks for successful agentic AI implementation.

14 minute read

Every week, another vendor slides into your DMs with promises of “revolutionary agentic AI solutions” that will “transform your entire business.” The marketing drumbeat is deafening: Gartner names agentic AI as the top strategic technology trend for 2025, IBM declares 2025 “the year of the agent”, and McKinsey positions agents as “the next frontier” of AI innovation.

The Data Product Flywheel

Treating data as a product to increase value and decrease costs.

5 minute read

McKinsey’s recent article “The missing data link: Five practical lessons to scale your data products” has hit on something I’ve been advocating for years: treating data as a product rather than a project or resource. While I’m typically wary of consultancy research (aren’t we all?), this piece validates much of what we’ve observed in the field about the transformative power of data product thinking.