The Founder Who Stays In
On being surrounded and alone at the same time
Jul 14, 20266 min read
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Field notes from running customer support AI in production
Eight things that broke in front of real customers, and what each one taught us about building support AI that actually ships.
Jun 29, 202616 min read
Why AI-native CX is widening the gap between mid-market and enterprise
For the last two years, the public conversation about AI in customer support has been about vendor capability. Could the model actually do the work? Could it issue the refund, not just draft the reply
May 20, 20268 min read
From hours to outcomes: rebuilding customer support for the AI era
The Uncomfortable Secret of Every BPO in the World Every Business Process Outsourcer (BPO) has a dirty secret, and it is one that nobody wants to voice out loud during a Quarterly Business Review: the
Apr 28, 202615 min read
Onepilot & Forbes 30 Under 30: Why the Future of Customer Care is a Technical Infrastructure Problem.
Last week, I was honoured to be included in the Forbes 30 Under 30 Europe 2026 list for Retail & E-commerce. While accolades are a rewarding moment of reflection, for me, this recognition is primarily
Apr 20, 20264 min read
2025 in Reflection, Welcoming 2026
Entrepreneurship on My Own Terms: One Year Later
Jan 4, 20267 min read
Entrepreneurship on My Own Terms: Building a Startup as an Autistic Founder
馃挅 I wrote this piece for World Autism Acceptance Day, which takes place on 2nd April. Sharing stories like mine is one way to increase visibility for those of us who move through the world differently. If you鈥檇 like to learn more or support a cause ...
Apr 1, 202514 min read