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

5 results

A product team compares a favorable primary metric with guardrail indicators to decide whether to launch a digital change.

Estrategia y evolución de producto digital7 min

A Digital Experiment with Conflicting Signals: How to Decide Whether to Launch, Iterate, or Stop a Change

A favorable primary metric does not always justify a launch. Learn how to weigh secondary signals, set guardrails, and choose the right next step.

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Technology leaders reviewing an administrative transfer workflow for a SaaS organization

Desarrollo de software y SaaS6 min

Changing the Administrator of a B2B SaaS Account: How to Transfer Control Without Losing Continuity

A secure transfer separates organizational ownership from individual permissions, verifies the incoming administrator, and plans for disputes, mistakes, and orphaned accounts.

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Operations team classifying incidents to choose between a quick fix, a permanent solution, or a process change

Operación, observabilidad y mejora continua6 min

Recurring Incidents: How to Choose Between a Quick Fix, a Permanent Solution, or a Process Change

A practical framework for deciding whether to fix an individual incident, eliminate its root cause, or redesign the process based on frequency, impact, and risk.

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Team reviewing a maintenance window plan for a digital service.

Cloud, infraestructura y operación7 min

Maintenance Windows for Digital Services: How to Decide When to Intervene, Who to Notify, and How to Roll Back

Plan digital maintenance using impact, communication, rollback, and validation criteria to reduce technical and operational risks.

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Agent reviewing the context of a conversation escalated from a web chat

Comunicaciones y atención al cliente7 min

Chat escalation to agents with context: what to transfer to keep customers from starting over

Design chat escalation to agents that preserves useful context, protects sensitive data, and reduces repetition, waiting times, and reassignments.

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