Design
Exploring how to create simple, intuitive, people-first tools and work environments
New roles, new rules: How AI is reshaping jobs in customer service
Customer support leaders are creatively deploying AI—not to automate agents out of work, but to pair them with agents in strategic ways that drive results
Dan Tynan
5 min read
3 ways AI is redefining jobs in IT
For IT professionals, AI isn’t just another technology shift—it’s a fundamental redefinition of work itself
Dan Tynan
4 min read
How customer service chatbots will up their game in 2025
Too many customer service chatbots deliver mediocre experiences. Smart companies are making these critical improvements.
Malcolm Koh
3 min read
Redesigning your organization for AI
Generative AI can handle new roles and parts of existing ones. But it can’t deliver business results without new forms of collaboration.
Dan Tynan
7 min read
Bob Sutton: The power of subtraction in the world of SaaS
The bestselling author explains why creating great experiences depends on overcoming ‘addition sickness’
Jeff Davis
5 min read
How ‘addition bias’ is holding back your company
Humans can’t resist adding more ‘stuff’ to our workplaces—especially needless software and processes. Leaders must be vigilant in paring it back.
Robert Sutton
7 min read
Follow the prompts—with creativity and caution
Want to get better results from a generative AI chatbot? Offer it a compliment, appeal to its ‘emotions,’ or tell it to pretend it’s Captain Kirk.
Dan Tynan
6 min read
The long, connected history of great UX design
How human-centered design has driven tech and product innovation for decades
Todd Krieger
6 min read