Why Your Product and Customer Success Teams Need a 3x3 Matrix (Not Just a Top 10 List)
Marty Cagan has been a guiding light in the product world for years; and for good reason. His thinking on empowered teams, product discovery, and customer-centric innovation has helped shape some of the most successful product organisations around the globe. One of the things I’ve always appreciated about Marty’s approach is his emphasis on collaboration across functions - especially the relationship between Product and Customer Success. In particular, I’ve seen him suggest that Customer Success Managers (CSMs) might keep a running list of the ‘Top 10 things customers want’ as a helpful way of feeding insight into the product development process. That kind of clarity can be powerful. A simple 10 items, prioritised. Easy to understand. Highly actionable. A starting point for deeper conversations. But, I want to build on that idea - and respectfully challenge a small part of it too.
The AI 'Tsunami': It’s About Riding the Wave, Not Drowning In It
We’re living in a moment of profound transformation. Not since the dawn of the Internet has a technology promised, and threatened, to reshape our working lives as dramatically as artificial intelligence. It's no longer a futuristic concept; AI is here, now, and it’s changing the game. For many, this evokes a sense of unease, even fear. And rightly so. The headlines buzz with tales of automation and job displacement. But let’s cut through the noise. It's not about robots stealing our jobs; it’s about how we adapt to a world where AI is a powerful, ubiquitous tool.
Why My "Nine Grid Comms Model" is My Go-To For Storytelling Success
Storytelling sits at the heart of Product, Transformation, and Leadership. One of the things I learned early on was that no matter how accurately you group demographics, personas, and profiles; people understand things in greatly varying ways. This is especially true when you’re trying to explain something new to them; and truer still when it’s something wholly novel. I set out a few years ago to create a model for steering my storytelling. Something that I could use to ensure I was being inclusive, effective, and comprehensive whenever I set out a narrative. I’ve used it on every project since.
Why Amazon's "Six Page Memo" Is the Optimal Format for Briefing Boards and Leadership Teams
Effective communication is key to success. Whether you're presenting a new idea, reporting on a project's progress, or seeking approval for a strategic decision, how you convey information matters immensely. Amazon, one of the world's most successful companies, has a unique and highly efficient method for briefing their Boards and Leadership teams - the "Six Page Memo." In this blog post, I’ll explore why this format has become a gold standard for concise and impactful communication.