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Don’t Over-AI Your Customer Experience
This morning, I opened up the Hims app that I frequently use. I anticipated what I’ve come to expect from it: A functional digital experience where I could find what I needed, navigate to the appropriate topic, and get on with my day. Instead, seemingly overnight, the app experience had...
Stretching Boundaries blog
The New NIMBY: Not Without My Say
I grew up in the era of NIMBY, but my version of NIMBY revolved around power plants, especially nuclear. Today, however, it’s being redefined in more ways than one. Let’s start with the insult itself, because I think it’s becoming a somewhat outdated acronym. For decades, “Not In My Backyard”...
Stretching Boundaries blog
A Lesson in Branding: The Station Wagon Was Never the Problem
I grew up with a station wagon. Actually, I grew up in a station-wagon family. My first station wagon – which eventually became mine to drive when I was 16 – was a 1977 bright-orange Oldsmobile Vista Cruiser. It was spectacularly uncool, which, as it turns out, was not the...
Stretching Boundaries blog
The AI Community Problem
Understatement of the Decade: AI may have a community problem. You see, America is very good at announcing revolutions but much less proficient at explaining what they look like when they arrive in someone’s backyard. For the past several years, the national conversation about artificial intelligence has been almost entirely...
Stretching Boundaries blog
Data Centers: The Fifth Utility
Every generation builds something that quietly redraws the map. Railroads did it. The interstate highway system did it. The electric grid did it. Each time, the physical infrastructure came first, and the economic transformation followed. Today, America is in the middle of another one of these moments, and almost nobody...
Stretching Boundaries blog
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