Blog
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Measuring impact of tests and tools in Support (and turning it into an OKR)
Measuring the real impact of a Test or a Tool in support work is complex. Because it’s not just about…
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“Human-powered” as the next big-premium label
We’re entering a weird new phase. AI is everywhere. It writes, it talks, it “supports”. It can even fake a…
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Memoria, Verdad, Justicia
Hoy marchamos, en familia, por la Memoria, Verdad y Justicia. El Amanecer, por Jose Luis Aguirre Con la potencia de…
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Test-Driven Support: an approach for scalable Support Operations
Some support tasks can be hard, some processes are complex to follow, with many steps, and require lots of training…
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Tooling in support teams: thinking about processes, not just tools
I love working on tooling and automations for teams, detecting patterns, finding complex processes that can be simplified. I saw…
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WordCamp US 2023 – Washington DC
In August 24-26th, 2023, I had the chance to attend WordCamp US in Washington, D.C. at National Harbor, Maryland, with…
