Resources
Reviews, writing, and newsletters.
Writing
Community Is the Routing Layer
Pauline Narvas asked what job community is being hired to do. In CX, the answer is bigger than engagement: community turns customer intent into answers, access, and action.
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The Product Behind the Product
New York didn't lack inventory. Every feature existed: Switch consoles, projectors, court schedules. But capability isn't access. A feature nobody can find isn't a feature. It's Shadow CX.
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The CX Gate
Evan Spiegel said design is a bottleneck at Snap, and that's intentional. CX needs the same kind of gate: a formal moment before launch that asks not 'does it look right?' but 'does it feel right to be a customer of this?'
Read more → Start with Your Cognac Moment Writing