Blog

What I learned at Zendesk Relate 2026

Discover why labeling your company as an 'AI Company' doesn't resonate with customers; learn what truly matters to them, from value and consistency to safety and vision, in this insightful blog post. Explore how genuine value creation and reliable service, not flashy labels, drive customer loyalty and business success.

Explore my whirlwind journey from the Smoky to the Rocky Mountains as I attend Zendesk Relate, reflecting on past experiences and growth in the Contact Center technology space. Discover insights on Zendesk's evolution and upcoming innovations.

Explore how integrating a MIDI controller with Kiro can streamline your multitasking workflow, ensuring you never miss a notification and can efficiently manage multiple tasks across platforms like VSCode, Claude, Kiro and Quick. Learn about setting up a local MCP server and pre-canned responses to enhance productivity without diving into more complex systems like OpenClaw.

Revolutionize your virtual meetups by building a unique platform for user group events with IVS, breaking free from subscription-based platforms like Zoom and Teams.

Discover the key takeaways and confusion surrounding the AWS What's Next Event, focusing on the Connect updates and the challenges faced in understanding the changes and their implications. Despite the excitement around new SKUs, the event left many with more questions than answers, highlighting the need for better documentation and communication from AWS.

Embark on a transformative journey from skepticism to cloud mastery as we explore the path to AWS certification, pivotal career shifts, and the revelations that led to an understanding of cloud technologies.

Explore the intricacies of creating a personal landing page by building content through API scraping using a custom CMS based on Jekyll. Discover how integrating a media library manager, URL shortener, and YouTube synchronization reduces the effort in maintaining a growing set of artifacts.

This is a manually written description of my first post, apparently the Generative AI description generator broke

Exploring the physical side of AWS — from trans-oceanic cables to satellites, outposts, and IoT devices.

A practical guide to securing your AWS footprint — from security groups to user permissions.

A walkthrough of AWS GuardDuty's new Malware Protection feature — setup, how it works, and why it matters.

A comprehensive guide to AWS migration — from assessment through execution and ongoing optimization.

Reflections on technology decision-making in enterprise communications — from TDM to cloud contact centers.

A deep dive into the redesigned Amazon Inspector — easier enablement, continuous scanning, Organizations support, and container image scanning.

CloudFormation's Disable Rollback feature lets you preserve failed state for faster debugging and iteration.

How to evolve your SaaS application's compute architecture on AWS — from EC2 to containers and serverless.

Using Amazon Forecast's machine learning capabilities to predict agent demand in contact centers powered by Amazon Connect.

Using Amazon Personalize to deliver real-time product and service recommendations to contact center agents and customers.

After launching your SaaS app — architecture, monitoring, automation, deployment, feature flags, identity, and billing.

Tips and tricks for planning, navigating and networking at AWS re:Invent.