Writing
Selected writing and appearances on behavioral data, semantic layers, AI agents, and customer experience. Each one opens at the original.
Re-Architecting Enterprise Go-to-Market: Why the Hybrid Customer Success Role Failed and What Replaces the Technical Gap
Why the hybrid Customer Success role failed, and how splitting it into account management, ongoing customer success, and forward deployed engineering closes the technical gap.
Field innovationTechnical leadershipRead on this site
Why Your KPI’s Are Lying to You with Fullstory’s Lane Greer
Everyone wants to throw AI into their digital experience. Lane Greer from Fullstory says that's probably a mistake. Too many companies are looking for ways to add AI when they should be asking what their customers actually need. And it might not be AI.
Executive impactField innovationListen on YouTube (opens in a new tab)
The digital terroir: Why unbiased data is the substrate for AI
Before architecting AI strategies for Fortune 500s, I was a sommelier in Dallas, obsessed with the philosophy of Old World winemaking. I lived for the history, the tradition, and the culture of the vine.
Technical leadershipField innovationRead on linkedin.com (opens in a new tab)
Semantic DOM: Why AI Agents Need a Map, Not a Flashlight
Without a semantic layer, AI agents navigate your site with a flashlight. Learn how semantic DOM decoration powers agentic reliability at scale.
Technical leadershipField innovationRead on fullstory.com (opens in a new tab)
The Ghost in the Machine: Why AI Agents Expose Our Technical Debt
AI agents can't navigate UIs built only for humans. That's not an AI problem; it's technical debt you couldn't see before. Here's what agent-ready experiences look like.
Technical leadershipField innovationRead on fullstory.com (opens in a new tab)
The Operational Layer Behind In-App Guidance & Customer Feedback
In this article, Lane Greer shares how Guides and Surveys transforms behavioral insight into in-product action, helping teams deploy guidance, capture contextual feedback, and measure impact through Fullstory Analytics.
Field innovationRead on fullstory.com (opens in a new tab)
AI won’t automate fun: creating digital experiences that engage, not just convert
With the rise of AI automation, creating delightful digital experiences has never been more important. Learn how to combat attention scarcity.
Executive impactField innovationRead on fullstory.com (opens in a new tab)
AI Won’t Automate Fun: Why the Digital Experience Must Be a Destination, Not a Transaction
The rise of AI isn't just a revolution in productivity; it’s a brutal quality filter for your brand's digital experience (DX). If your website, app, or platform isn't worth a human's time, AI agents will soon gladly step in and automate the entire interaction away.
Executive impactField innovationRead on linkedin.com (opens in a new tab)
How Fullstory’s AI learns from user behavior, not just prompts
And that's how we should be thinking about AI. We are all still "teaching" AI through explicit prompts. We are the teacher and AI is our pupil. The future of AI isn't about better prompts. It's about enabling AI to autonomously observe and grok best practices.
Technical leadershipField innovationRead on linkedin.com (opens in a new tab)
Fullstory’s AI Opportunities with Lane Greer!
Quick reminder that there’s a way to spend less time tracking down user errors and more time actually solving them! Lane Greer is back with another quick Fullstory walkthrough, and this time he’s tackling AI Opportunities.
Field innovationWatch on YouTube (opens in a new tab)
3 Strategies for Maximizing the Value of Your AI Investment
Companies are pouring money into a range of AI solutions. How do you make sure that investment pays off?
Executive impactTechnical leadershipRead on builtin.com (opens in a new tab)
Rethinking Real-time Data: The Shift to Just-in-Time Data
Explore the shift from real-time to just-in-time data with insights from Lane Greer. Understand how just-in-time customer behavioral data provides precise, actionable insights, enabling data-driven decisions and optimizing digital experiences. Learn how this approach prioritizes context and outcomes over mere speed.
Technical leadershipField innovationRead on fullstory.com (opens in a new tab)