Authenticity, it’s Your Call.


New email subscribers receive articles first thing, with additional resources. We may not know what’s real today, but we surely know how to spot a fake – the result of a mediated, manipulated, and focus-group-tested effort. Take for example customer conversations. So much work goes into cramming all sorts of meaning into scripts, that at the time of delivery they sounds hollow and insincere, if not a little robotic. If you watched Bicentennial Man#, you may be inclined to believe that robots want to have more heart. You pick up the phone to call a company’s customer service line, already…

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