AICS LeadershipStrategy
Why Most CS Teams Will Fail at AI Adoption
The gap between CS teams that adopt AI successfully and those that don't has nothing to do with tools, budget, or technical talent.
4 min read
From the work
Writing
Writing on customer leadership, AI in real operations, and the systems that keep customers around.
Open SourceAgent SkillsCS Operations
Why I Open-Sourced 96 Agent Skills
Most so-called proprietary playbooks are not a moat. The real edge is not in owning the artifact. It's in knowing when it works, when it breaks, and why.
5 min read
AICS LeadershipStrategy
The Myth of the AI-Ready CS Org
There is no such thing as an AI-ready CS org, and waiting to become one is the most expensive decision you can make.
5 min read
AICS OperationsAgent Skills
The Judgment-Execution Gap: Why CS Teams Scale the Wrong Thing First
Most CS organisations hire for execution and hope judgment follows. It doesn't. The gap between the two is the defining constraint on CS teams as they scale, and most won't notice it until it's already expensive.
5 min read
EMEACS LeadershipStrategy
EMEA Is Not a Copy-Paste of North America
The best global CS orgs don't export a single model. They pair global consistency with regional flex. The ones that fail are the ones that skip the flex.
5 min read
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Field notes and the occasional longer piece on CS leadership, AI in real operations, and what keeps customers around. No filler.