Innovation
145 notes, 2010 to 2026 · page 1 of 15
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Customer Interview Questions: 45 Questions for Customer Discovery
45 customer interview questions for customer discovery, grouped by stage: context, the last time the problem happened, current solutions, pains, buying process, early adopters and referrals. With why to ask each one, and the leading version to avoid.
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Why ambitious goals win
Ask a team to grow results by 2 percent and watch what happens. They work 2 percent harder. Longer hours. A few more calls. The same approach, pushed a …
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The 10-minute loan
A retail bank wanted to put AI into its personal-loan process. Underwriting a loan has five steps. Market the product. Take the application. Review and …
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The 1999 revolution is unfolding again
1999, Silicon Valley. I was in the middle of the action. The energy was unreal. Everyone was building something. The dotcom boom. Instant free …
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Cost savings have a ceiling
Most AI business cases I see are about efficiency. Cut the support team. Reduce the hours. Trim the cost per ticket. Fine. Those gains are real. But they …
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How Unlimited Money Killed the First Smartphone: The General Magic Story
In 1994, a Silicon Valley company shipped a pocket device that did most of what an iPhone does. It had the best team, the most money and the biggest partners. That was the problem.
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IKEA deployed an AI chatbot, making 8,500 jobs obsolete
Nobody was fired. In 2021, IKEA rolled out a customer service chatbot called Billie. Over two years, Billie handled 47% of customer requests. The company …
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Resistance is a spec, not a symptom
The people in companies fighting against AI are the most valuable asset right now. I used to think resistance was the enemy of progress. Then I looked at what they were protecting.
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Divergent vs convergent thinking
Neuroscience measured creativity. Turns out it's not one thing. It's 2 different dopamine circuits that can't run at the same time. (based on Chermahini & …
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What’s your strategy for exponential change?
A company gave everyone a Copilot license: 10,000 seats, about 3.6 million euros a year. Three months later, only a few hundred users were active. AI needs a different playbook.
