Insights

Ideas to build and operate better.

Guides, analysis and lessons on product, artificial intelligence, growth, communications and cloud.

Editorial themes

Software and SaaS development

Digital products that solve, scale and evolve.

AI, automation and data

AI systems for real-world processes.

Marketing, ecommerce and marketplaces

Demand, catalogue, partners and conversion.

Communications and customer care

Every conversation in the right channel.

Cloud, infrastructure and operations

Available, observable and ready services.

results

7 results

Decision diagram for defining when an automation requires human intervention

Inteligencia artificial, automatización y datos7 min

How to Decide Which Decisions Should Be Made by a Person and Which Can Be Executed by Automation

A practical framework for assigning autonomy to automations based on impact, reversibility, uncertainty, context, and the ability to correct errors.

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Team reviewing manual exceptions and product rules in a digital operational workflow.

Estrategia y evolución de producto digital8 min

When to Keep a Manual Exception and When to Turn It Into a Product Rule

Learn how to decide whether an exception should remain in operations, become a configurable rule, or evolve into a stable product capability.

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Conceptual diagram of data authority across CRM, ERP, ecommerce, and customer support.

Integraciones, APIs y sistemas conectados8 min

How to Decide Which System Is the Source of Truth for Each Business Data Point

A practical framework for assigning authority to each data point, reducing conflicts between systems, and designing traceable, sustainable integrations.

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Conceptual diagram of rules for routing customer service conversations

communications-care7 min

Customer service conversation routing: how to assign each case to the right team without losing context

Design routing rules that prioritize urgency, context, and capacity without increasing transfers or losing key information.

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Web form follow-up diagram from receipt to closure

Comunicaciones y atención6 min

From form submission to first contact: how to design a traceable sales follow-up process

Design a web form follow-up process with validation, deduplication, assignment, retries and traceability to reduce missed requests and duplicate contacts.

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Team reviewing a restoration test for a digital service

Cloud Operations6 min

How to verify that a backup can recover a service

A guide to designing restoration tests, validating services and data, gathering evidence, and improving operational continuity.

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Conceptual diagram of an exception queue in an automation with human review

Automatización, datos e IA7 min

Exception queue: automations that stop, explain, and regain control

Design an exception queue to stop, explain, and recover automations with human control, traceability, and safe actions.

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