Payment reconciliation: linking payment attempts, cancellations and records
Map Payment Intents, Payment Records and attempts, interpret Stripe cancellation reports and manage an actionable reconciliation queue.
Read articleNews and analysis
News and analysis
Technology updates and practical implications for projects.
Order edits and returns: connecting customer requests to store policies
Shopify order-edit requests and return policies: align statuses, market rules and API permissions with customer, stock and payment outcomes.
Read articleAPI rate limits: sharing a request budget across workflows
Share account-level API limits across workflows, handle HTTP 429, prioritise important tasks and monitor synchronisation delays.
Read articleAPI contract testing: validating schema changes before an upgrade
Validate requests, nullable fields and statuses before an API upgrade with contract tests, a Stripe example and runtime workflow checks.
Read articleAI cost control: separating model metadata and prices from app releases
Manage AI spending with versioned model metadata, rate history, event-time cost estimates, usage ownership and reconciliation with provider bills.
Read articleAI product pricing: connecting price, usage and delivery cost
Choose an AI product pricing metric, account for heavy usage, test contribution margins and give customers a bill they can understand and verify.
Read articleSubscription cancellation: removing friction and confirming completion
Check subscription cancellation from the button to billing: clear terms, optional retention offers, access end dates and recovery from failures.
Read articleEmail domain migration: preparing campaigns for a rebrand
A practical email domain migration plan covering sender inventory, SPF, DKIM, DMARC, suppression lists, staged sending and delivery monitoring.
Read articleEmail preference centres: frequency, topics and unsubscribe in one workflow
Design an email preference centre: separate consent from topic choices, apply pauses and unsubscribe across systems, and verify the effective result.
Read articleMobile ecommerce: auditing friction from landing to purchase
Audit a store on a real phone: overlapping prompts, sticky elements, product quantities, in-app browsers and checkout recovery.
Read articleSynthetic surveys: separating AI hypotheses from customer evidence
What Pew’s synthetic-respondent experiment shows and how to use AI answers to prepare research without presenting them as customer demand.
Read articlePDF retrieval: preserving meaning in tables and charts
Choose between text and visual PDF retrieval, evaluate source pages and distinguish a correct citation from a correct numerical answer.
Read articleKnowledge graphs or vector RAG: choosing by the question
Choose knowledge graphs or vector RAG by query type, relationship needs, source provenance, fact freshness and maintenance responsibilities.
Read articleHybrid search: why tokenization matters alongside embeddings
Why hybrid search misses identifiers, versions and accented words. Test BM25 tokenization and embeddings against representative queries.
Read articleAI support conversation design: tone, clarification and human handoff
Design AI support conversations with useful clarification, concise answers, topic changes and human handoffs that preserve customer context.
Read articleAI support knowledge: preparing answers alongside a product release
Prepare AI support knowledge for a release: plan eligibility, older versions, accountable owners, test questions and corrections after launch.
Read articleB2B customer onboarding: from first results to repeated value
How to evaluate B2B customer onboarding: sales handoff, the first working result, repeated use and intervention when adoption stalls.
Read articleSupport SLAs: defining timers and escalation rules
How to define support SLAs: response and resolution targets, business hours, customer waiting periods, internal deadlines and breach handling.
Read articleVoice AI for sales: deciding whether to build or buy
How to choose voice AI: compare telephony ownership, human handoff, CRM integration and the cost of keeping the service running.
Read articleCRM migration: validating data and everyday workflows
How to accept a CRM migration: field mapping, deduplication, trial imports, conversation history and checks with the people using the system.
Read articleDocument automation: what changed in Google Workspace, n8n and Cloudflare
Connecting document review, approvals, access control and background tasks: six Google Workspace, n8n and Cloudflare updates as of October 6, 2026.
Read articleCRM implementation: making the sales pipeline manageable
Define deal stages, salesperson responsibility and conversion rules so the CRM supports useful sales decisions.
Read articleLogistics automation: how a TMS should handle statuses and exceptions
Why TMS integration needs separate shipment, screening and transfer states, event history and a clear process for errors.
Read articleAI agent reliability: keeping control of the workflow
How to limit an AI agent's authority, separate context from rules and investigate errors before expanding automation.
Read articleDigital manufacturing: connecting equipment data to a working decision
What to check before adopting an industrial platform or machine vision: data provenance, order links, exceptions and acceptance criteria.
Read articleWhen a business needs an internal system beyond chat
Find a process that messaging can no longer support, choose the first automation scope and verify how employees hand over responsibility.
Read articleDesigning a B2B customer portal for useful self-service
Evaluate portal UX through working tasks, statuses, permissions and process completion, rather than visits alone.
Read articleChoosing a mobile stack with maintenance costs in mind
React Native, Kotlin and Swift: comparing dependencies, upgrades, team workflows and maintenance before choosing a mobile stack.
Read articleFraud filtering and CRM: protecting genuine customer enquiries
Why suspicious traffic needs more than one metric: reviewing rejection reasons, data quality and feedback from the CRM.
Read articleSocial engagement and sales: checking the path from video to deal
How to connect reach and reactions with enquiry quality: funnel stages, CRM data, attribution limits and commercial outcomes.
Read articleAI visibility: measuring brand recommendations without promising rankings
A practical framework for measuring brand visibility in AI answers: scenarios, errors, repeatable checks and links to customer enquiries.
Read articlePrioritizing vulnerabilities with KEV, exposure and impact
Combine exploitation evidence with deployed versions, attack paths and business consequences to build a patch queue that a team can act on.
Read articleBackground jobs: retry processing without duplicating the outcome
Designing queues, retries and idempotency around business outcomes, visible delays and a clear process for jobs that cannot complete.
Read articleWebhook security: signatures, replays and operation state
Verify webhook origin, control repeated delivery and preserve business outcomes when an integration retries or loses an external API response.
Read articleObservability starts with a decision the team needs to make
Connecting OpenTelemetry, service indicators and SLOs to business workflows, operational ownership and infrastructure priorities.
Read articleSBOM and provenance: what they tell you about a release
Dependency inventories and build provenance answer different questions. Learn how to connect them to deployment decisions and understand their limits.
Read articleReleasing a Docker application: readiness, shutdown and rollback
What a Docker release needs beyond a running container: readiness checks, graceful shutdown, compatible data and a tested rollback path.
Read articleAPI keys: limit access and prepare for a leak
Least privilege, separate integration credentials, rotation and revocation: a practical way to manage API keys without losing operational control.
Read articleA backup becomes protection when a restore has been tested
How to set RPO and RTO, test recovery of an application and its data, and choose a backup strategy that fits business operations.
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