Charged by the word
In a hurried world with infinite content, it’s worth considering that you’re no longer paid by the word when you write, in fact, you should pay for every extra word you use.
Be as brief as is useful.
In a hurried world with infinite content, it’s worth considering that you’re no longer paid by the word when you write, in fact, you should pay for every extra word you use.
Be as brief as is useful.
I’ve spent decades analyzing shifts in marketing, but the rise of AI agents is the most disruptive one yet. These systems are quickly taking over the user journey — but unlike humans, they evaluate structured data, analyze backend specifications, and make decisions in milliseconds. Major players are already taking note and adapting. For example, Adobe…
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…
Am I right in assuming that a major part of your marketing strategy today is digital? Probably. Consumers and businesses alike are almost always online and on the go – and you want to be able to reach them and observe their behavior and where they spend their time. But when you’re growing a business,…
In North America, tipping is an unfair system built into the status quo by law. Restaurants aren’t allowed to easily spread tips around, and as a result, they tend to to exacerbate many of the inequities in our culture at the same time that they make it hard to count on a fair wage in…
A trick question is designed to fool us into proposing the wrong answer (example below). A trap question, on the other hand, stops the train completely. A trap question demands an answer, and the answer will paralyze us and keep us from the work at hand. “Yes, but how many followers does your brand have…
The AI driven voice mail system said, “I’m sorry, I didn’t understand you.” Of course, there is no “I” and by most definitions of sorry, it’s not. But it made me feel better. The overworked and slightly bitter front desk person who was the frontline flotsam in a poorly designed system couldn’t be bothered. Even…
I’ve spent decades analyzing shifts in marketing, but the rise of AI agents is the most disruptive one yet. These systems are quickly taking over the user journey — but unlike humans, they evaluate structured data, analyze backend specifications, and make decisions in milliseconds. Major players are already taking note and adapting. For example, Adobe…
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…
Am I right in assuming that a major part of your marketing strategy today is digital? Probably. Consumers and businesses alike are almost always online and on the go – and you want to be able to reach them and observe their behavior and where they spend their time. But when you’re growing a business,…
In North America, tipping is an unfair system built into the status quo by law. Restaurants aren’t allowed to easily spread tips around, and as a result, they tend to to exacerbate many of the inequities in our culture at the same time that they make it hard to count on a fair wage in…
A trick question is designed to fool us into proposing the wrong answer (example below). A trap question, on the other hand, stops the train completely. A trap question demands an answer, and the answer will paralyze us and keep us from the work at hand. “Yes, but how many followers does your brand have…
The AI driven voice mail system said, “I’m sorry, I didn’t understand you.” Of course, there is no “I” and by most definitions of sorry, it’s not. But it made me feel better. The overworked and slightly bitter front desk person who was the frontline flotsam in a poorly designed system couldn’t be bothered. Even…
I’ve spent decades analyzing shifts in marketing, but the rise of AI agents is the most disruptive one yet. These systems are quickly taking over the user journey — but unlike humans, they evaluate structured data, analyze backend specifications, and make decisions in milliseconds. Major players are already taking note and adapting. For example, Adobe…
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…