About Me
Hi, I'm Ken, a Product Manager with more than 12 years of experience building SaaS products.
I believe in diversity, adaptability, and thoughtful problem solving.
I'm multiracial and a citizen of three countries, and in my spare time I enjoy the challenge of trying to understand how to exist in a social world that is not designed for this use case.
Product Management Best Practices
- Behavioral Segmentation: The Key to Understanding Customers March 20, 2023
- Unlocking Customer Influence: 3 Steps to Utilizing Your Behavioral Data March 15, 2023
- How to Lose a Fintech Customer in 10 days & 3 Tips to Retain Them February 7, 2023
- OKR Product Management Guide for Outcome-Oriented Goals December 28, 2022
- A Definitive Guide to Improving Data Hygiene Across Your Organization December 22, 2022
- How to Use the HEART Framework to Improve Software UX December 22, 2022
- Popular Data Validation Techniques for Analytics & Why You Need Them December 18, 2022
- Why data teams struggle with data validation (and how to change that) December 18, 2022
Product Notes from Intercom
- How AI will change the nature of customer service work March 21, 2023
- A personal touch: Intercom’s guide to CX personalization March 15, 2023
- Introducing Fin: Intercom’s breakthrough AI chatbot, built on GPT-4 March 14, 2023
- Conversation starter: A chat about our groundbreaking new AI chatbot March 14, 2023
- Response Time: Vol. 2 March 13, 2023
- The GPT effect: A new era of customer service March 9, 2023
- How to keep and nurture customer service talent March 9, 2023
- What is customer service and why is it important? March 8, 2023
Recent Leadership Reading
- Robots Are Changing the Face of Customer Service March 22, 2023
- Research: Remote Workers Are More Anxious About Layoffs March 22, 2023
- “Resilient” Isn’t the Compliment You Think It Is March 22, 2023
- How Top Companies Are Solving for Financial Resilience with the Cloud - SPONSOR CONTENT FROM GOOGLE CLOUD March 21, 2023
- Brain Tech Is Getting Really Good. Here’s What Managers Need to Know March 21, 2023
- How U.S. Government Agencies Can Fix Their Customer-Service Problem March 21, 2023
- Leveraging Growth Analytics for B2B Sales March 21, 2023
- Forgiving a Difficult Colleague March 21, 2023
© 2023 Ken Shen Robinson.
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