At Adobe, six teams were fighting over the same customers

What I learned taking a customer champion program across a portfolio of acquisitions, and why the customer became the thing every team could agree on.

Oct 22 • Kevin Lau

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Issue #42: The first agent I’d build for a post-sale team

Part 5 of five. Where I’d point the same model if I were starting in your job, pillar by pillar, and the one agent I’d build first.

Oct 15 • Kevin Lau

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Issue #41: My AI still isn’t allowed to send a single email

Part 4 of five. Why it still only drafts, and the rule I’m taking into a new job this week.

Oct 8 • Kevin Lau

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Issue #40: I went on vacation, and my AI made something up

Part 3 of five. Six weeks of running it every morning: what changed, what didn’t, and the test that starts Monday.

Oct 1 • Kevin Lau

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September 2026

Issue #39: The hardest part of building my AI was the writing

Part 2 of five. What’s actually inside the agent I built over a summer between roles, file by file, and what I got wrong.

Sep 24 • Kevin Lau

Issue #38: I built my own Jarvis, and it told me no.

Five issues on the chief of staff I built for myself in twenty days. It briefs me out loud before I'm awake, off six of my own data sources.

Sep 17 • Kevin Lau

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Issue #37: You can't hire your way out of doing more with less

I used to run customer marketing as seven pillars with a team. Here's the org chart when one person runs them as a system.

Sep 3 • Kevin Lau

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August 2026

Issue #36: Your biggest customer problems don’t show up all at once

One read of your customer signal tells you how this week feels. A weekly pulse catches what’s building before it costs you the account.

Aug 27 • Kevin Lau

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Issue #35: Your customers are telling you everything, just not in the survey

A community manager caught an account leaving a quarter before our survey would have, so I built an agent that reads the signal surveys miss.

Aug 20 • Kevin Lau

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Issue #34: The Decoder Ring: How to Get Credit for the Work Nobody Saw You Do

Leadership called an executive forum in Italy a waste. It saved a $500K account. I built a decoder ring for the attribution problem that hid the real…

Aug 13 • Kevin Lau

Issue #33: The champion program that refused to fade

Build With Me, Issue 33: the charter, the tiers, and the renewal that decides whether any of it lasts.

Aug 6 • Kevin Lau

July 2026

Issue #32: I built the blueprint for advocacy at scale across Adobe. Here's what it looked like from a cold start.

The nomination and outreach engine, and the one part of it you still can't hand to an agent.

Jul 30 • Kevin Lau

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