I was on a call not long ago with an operations leader who wanted to talk about AI. Twenty minutes in, I asked her a simple question: how confident was she in the data three of her core systems were feeding each other. She paused longer than she meant to. "Honestly? Not very." Then she laughed, a little uncomfortably, and said she'd rather not think too hard about it. That pause told me more than the AI conversation did. And it's not just her. A recent industry survey of mobi

A year ago, I thought I understood AI because I had helped deploy it. In my last executive role, I led the rollout of Intercom's Fin AI agent and cut support costs by 60%. I walked away from that project sure I had a handle on what the technology could do. I was wrong. Over the past year I've spent hundreds of hours using AI for real work with real stakes, not the keynote version, the daily version. What I found is that leading a corporate deployment and using the tool yourse

I have never worked in IT. But I have spent the better part of my career right next to it. That proximity gave me an early crash course in Agile, and specifically in writing user stories. For anyone unfamiliar, a user story is a simple framework used in software development to capture what a person needs and why. It sounds like this: As a tired but determined person, I want a realistic, low-stress plan for the next 3 hours so that I can be productive without feeling overwhelm