The Columns

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…

The state of dining service in the USA has become a fascinating, if infuriating, contradiction. Just the other night, I watched this whole dysfunction play out in real time. A…

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…

The air in this town always feels different when the wind shifts. Not the dry desert wind that kicks up dust, but the subtle, corporate wind that changes the vibe…

Hilton’s got another five “brands” on the way; Radisson’s got an explainer for their own explainer. This desperate pursuit of another name for a building – another “bed block” –…

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…

I’ve been stewing on this for a while, this infuriating tendency in our industry to build walls where we should be building bridges. Don’t fence me in. It’s a classic…

I’ve never been a foodie. I don’t worship chefs, and I feel zero awe when someone presents a dish like it’s some sacred relic. I eat like a kid, and…

The word “Experiences” has been cheapened. It’s plastered on every brochure, website, and PowerPoint slide, a lazy substitute for actually delivering something memorable. I see it and I’m left wondering,…

Bordeaux. Forty-two degrees in the shade. I stumble upon a café proudly calling itself “Earth-friendly” because it doesn’t use air conditioning. As if forcing people to sweat through their shirts…