Ken Shen Robinson
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    About Me

    ken
    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.

    RSS 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

    RSS 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

    RSS Recent Leadership Reading

    • 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
    • High-Tech Touchpoints Are Changing Customer Experience March 20, 2023
    • 5 Strategies to Empower Employees to Make Decisions March 20, 2023
    • Research: What Happens When Private Equity Firms Buy Hospitals? March 20, 2023

    © 2023 Ken Shen Robinson.

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