We tried to automate Level 1 Support. It was a disaster. Here is why.

At Google, we had the best tools on earth. But the highest-performing teams weren't the ones with the best code-they were the ones where it was safe to say 'I messed up'

Ask a Founder if their team is data-driven, and they say yes. Ask their team, and they show you a secret Excel sheet they use because the CRM is broken. I call this the 'Illusion of Velocity'.

Everyone wants to hire a '0-to-1' killer. But if you put a 0-to-1 operator into a low-trust organization, they don't build—they quit.

We track Technical Debt carefully. But 'Culture Debt' is actually more expensive.