The Proactive vs. Reactive CX Framework
In the current landscape of high-velocity digital products, the most expensive asset any company owns…
Latest Posts
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The Anatomy of a Failed Transaction
The most dangerous moment in any digital transaction is the three-second window after a user…
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Reliability as a Revenue Function
The Shift from Cost Center to Growth Engine For a long time, the C-suite has…
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Engineering for the African Reality
In most engineering textbooks, the user is sitting in a coffee shop with stable 5G…
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The Hidden Cost of Support Ticket Ping-Pong
Support ticket ping-pong is one of the most expensive problems most digital platforms don’t measure…
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Why Your Backend Logs Are Lying to You
In the world of high-scale digital platforms, there is a dangerous ghost in the machine.…
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Who’s Watching Your Platform?
Let’s be honest about what the next two weeks look like. Across the tech ecosystem,…
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What Low-End Devices Reveal About High-End Product Failures
There’s a quiet assumption many product teams carry, often without realizing it. If the experience…