Field Notes on Customer AI
The human intelligence behind the artificial.
Iceberg Dead Ahead! Customer Portfolio Management Is Not a Game
By Richard Owen & Maurice FitzGerald
Field Notes on Customer AI · Edition 005 · May 26, 2026
Each Tuesday, Field Notes surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Customer AI programs suc...
May 26, 2026
The Tyranny of the Org Chart
By Richard Owen & Maurice FitzGerald
Field Notes on Customer AI · Edition 004 · May 19, 2026
Each Tuesday, Field Notes surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Customer AI programs suc...
by Maurice FItzGerald, RIchard Owen —
May 19, 2026
The Cost of Looking Backwards
By Richard Owen & Maurice FitzGerald
Field Notes on Customer AI · Edition 003 · May 12, 2026
Each Tuesday, Field Notes surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Customer AI programs suc...
May 12, 2026
The Sound of Silence Issue
By Richard Owen & Maurice Fitzgerald
Field Notes on Customer AI · Edition 002 · May 5, 2026
Each Tuesday, Field Notes surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Customer AI programs succ...
May 05, 2026
Five Implementation Traps We See Again and Again
By Richard Owen & Maurice Fitzgerald
Field Notes on Customer AI · Edition 001 · April 28, 2026
Each Tuesday, Field Notes surfaces what we're seeing in the field: patterns from implementations, ideas worth stress-testing, and the occasional inconvenient truth about how Customer AI programs s...
Apr 28, 2026
