In a conversation with Thomas Wilson, we dig into how bad customer experiences rarely start in the product. They start inside the organization. Misaligned goals, siloed teams, and broken workflows create friction internally, and that friction eventually reaches the customer. Improving experiences at scale means designing the systems behind the work, not just the interface.

DEEP CUT: You can keep polishing screens, but if the org is fragmented, the experience will keep breaking in new places. 

Ben Davies-Romano makes a simple point..UX gains influence when it connects to product results. Designers and PMs work side by side, but they often talk past each other. By focusing on outcomes, using product language like KPIs and roadmaps, and showing measurable impact, UX can move from support role to strategic partner.

DEEP CUT: Influence doesn’t come from better design alone, it comes from making the impact undeniable.

Highly capable models like Claude’s latest Opus or Sonnet have proven that AI is undeniably the future of productivity; reducing the development time for prototypes from months to hours. As SaaS expectations rise, future-proofing requires ensuring AI can leverage your product through three core layers.. Model Context Protocol (MCP), specialized skills, and open information.

DEEP CUT: To survive the shift toward agents, you must open your information moat through Answer Engine Optimization (AEO).

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