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We human beings seem to have a chronic addition bias. When something is wrong, our instinct is to add: more words, more meetings, more analysis, more features, more possessions, more interventions, more emotion, more money, more effort.  We rarely ask whether the intelligent move is subtraction. Shakespeare recommended brevity as the soul of wit. But […]

It’s quite distressing to realize, later in life, how many things I may have been fundamentally wrong about. So many fondly held notions can turn out to be the hallucinations of a younger and more naïve self. Recent months and years have brutally disabused me of so many concepts and presumptions. The list is long […]

I heard a comedian riff on the term “inconvenience regretted” on YouTube the other day. It got me worked up too. Why do brands do this? Bland, banal, insincere messages to customers when they mess up. Oh, did we “inconvenience” you? “Regretted.” In passive voice, too! Regretted by whom? The customer rep who has to […]

Artificial intelligence has now escaped the chat and is in the building. AI agents are being deployed by companies racing not to be left behind. An agent does not merely answer a question. Give it a goal, and it plans the steps, uses tools, acts, and adjusts as it goes. A chatbot tells you how; […]