The unexpected happens. Systems fail, humans are unpredictable, interfaces aren’t perfect… The customer service professional demonstrates their strategic insight when they plan for eventual failure instead of denying it’s possible. The first step, of course, is to design things with resilience and care so they don’t break. Then what? One option is to save the […]

In the theatre, the play is written before casting begins. This gives the playwright freedom and responsibility, and it puts the text first. Writing for a sitcom is different. The 50th episode of Seinfeld was a lot easier to write because the cast and the tropes were already set. Easier, but also more difficult to […]

What’s the attainable, practical and generous thing you haven’t done yet? What will it take for it to become a priority?

There are people and organizations that are working overtime to redirect and manipulate your attention. The question is: Are they more aware and careful in how you spend your attention than you are? The act of focusing on what we focus on pays enormous dividends.

“AI is brilliant and it can do everything.” “AI hallucinates sometimes and it can’t be trusted.” “AI is a trick, a clever way to induce people to believe it’s human-like, but it’s not.” It turns out that AI hallucinates all the time. Sometimes, these hallucinations are useful, worth interpreting as helpful contributions, and sometimes, not […]