The Columns

The sound of Bill Hornbuckle admitting to the press that the pricing strategy was a mistake, that the $26 water and the $12 coffee were a “shame on us” moment,…

💬 In Manchester, a Headstock Mental Health Fundraiser was co-sponsored by my studio and Peter Hook and the Light at the Star & Garter. The event aimed to support Shout UK, a mental health hotline, beneath Ian Curtis's mural, which Amazon later covered with an ad. ChatGPT reports over a million weekly discussions on suicide or self-harm, highlighting AI’s reflection of user anxieties. Despite technological advancements, human connection remains essential. – Simone Puorto

Monday night, 9:32 PM. An email lands in my inbox.Sender: “WB-827 Assistant Исаев” (that alone should’ve been a clue).Subject: We need your response within 24 hours – Laura Thomas. Inside,…

🌎 Global tourism is projected to grow by 10% this decade, surpassing a billion international arrivals and contributing $16 trillion to the global GDP by 2034. However, automation and rising living costs may reduce incomes, particularly affecting the middle class in developing countries. This could hinder leisure travel, with the tourism industry vulnerable to economic shifts. The anticipated growth might face challenges if disposable incomes decline, altering the industry's optimistic future narrative.

I don’t see any future for e-commerce that isn’t conversational or agent-driven — and what OpenAI is building might finally push us into what I’ve been calling for years “the…

🍴 A recent dining experience in the USA highlighted the ongoing service issues, with a $750 bill and over $100 in mandatory tips yet facing poor service. Complaints include self-service tasks and rushed bills, illustrating a systemic focus on server convenience rather than customer satisfaction. Despite quality products, lackluster service undermines dining experiences. The current model treats tips as wage supplements without enhancing customer orientation, demanding a re-evaluation to prioritize genuine hospitality in the industry.

During a client call, they show me a competitor’s website.“We want something like this,” they say.I click, I scroll… and there it is — the moment the Force trembles. (If…

💰 Las Vegas is shifting its focus from tourists to locals. After a post-COVID boom, where tourists were prioritized, the city is now offering promotions like special rates and free parking to residents. Despite optimistic statements from executives, this indicates a decrease in tourist demand. The change underscores a reliance on locals, previously undervalued, to maintain business. The disconnect between public statements and promotional actions suggests challenges in the hospitality sector.

🛫 Hilton plans to add five new brands, while Radisson explains its existing ones, contributing to brand identity dilution. Major hotel chains have numerous labels: Marriott (36), Hilton (24), Accor (57), Wyndham (24), Choice (22), IHG (20), Hyatt (33), Radisson (10), Best Western (16). This results in customer confusion, prioritizing loyalty programs over distinct experiences. Regional inconsistencies exacerbate the issue. The hotel industry risks losing identity in favor of commoditization and loyalty program dominance.

Today’s personal rant: let’s finally clear up my complicated relationship with WhatsApp voice notes.Here’s my theory — voice messages are like Schrödinger’s cat. Until you open them, the person on…