Ninety percent of the chronic “technology problems” I see in organizations are actually people problems. That might sound glib, but it’s a pattern that’s emerged over decades of building, scaling, fixing, and now coaching technology organizations. Sure, code can be broken, architecture can be faulty, and tooling can be bad, but all of that is acute and fixable. Even tech debt can be maintained and eliminated with the right program.  But when I walk into a company that’s “plag

What it took for Amazon to win with Prime Video  When Bill Carr recruited me to Amazon in 2011, the company had just bought LoveFilm and launched Amazon Prime Video. The timing was… interesting. Netflix’s stock was way down, and they were about to split their DVD and streaming businesses. The opportunity was there for Amazon to make waves in the space, but it wasn’t pre-ordained that we would become a leader in digital video. In fact, although we were one of the largest compa

UX reduces friction for humans to work in ways native to human cognition. We'll still need that, but we now need AX to reduce friction for agents to accomplish tasks, in ways native to LLMs.

Moving from Science Projects to Scalable Platforms AI is everywhere in the headlines and in boardrooms, but many companies aren’t yet seeing results. A recent MIT study found that 95% of AI projects miss against their ROI targets. That’s a staggering number, and even if it’s overstated, it remains directionally notable.

As AI workflows scale, the context behind our choices is vanishing and taking judgment with it.