Brewed From Within

Captive

Air travel is an elevated time to shake and move above the clouds. Elevation makes us all feel successful, so hammering on some work or catching up on a good read/listen/watch feels great, but a nap is just as nice.

Think back to the last time you warped time by catching a mid-flight nap. Suddenly, a flight attendant shatters your peaceful slumber—not to share a friendly update for passengers but to rattle off a forced sales pitch for their branded credit card. Ouch.

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Attention is hard to earn.
If you have it, don’t waste it.

Now, imagine an alternate scenario. Instead of unwanted interruption followed by an impersonal script that makes us feel like prisoners instead of appreciated customers, what if the same offer felt more like a special little gift?

How might it feel to hear that you have been selected to receive a free beverage or tasty snack, paired with that same credit card application as a convenient napkin? This tasty presentation would naturally snag the attention of nearby passengers. As word of mouth amplifies interest, similar offers could be made for those willing to complete the silly credit card application. Engage or don’t, but this quiet surprise feels less forced and can become more of a complimenting gesture to show customer appreciation.

That’s just a thought exercise, but we’ve all sat in situations where we were part of a captive audience. There is a fine line and a big difference between adding or detracting from an experience after interest is sparked or sales are made.

How do we treat our existing customers? Do they get attention only when there are issues or you have more to sell? How might we inspire more lasting joy by slowing down, setting efficiency aside, even letting go in a way? Instead of being careless with earned attention, consider unexpected ways to delight customers, which will remind them why they chose you in the first place. Giveaways, handwritten notes, or any gesture that shows you care will retain better customers.

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“Once you wow an audience, the same trick may not work anymore.” -Seth Godin, Free Prize Inside

How we treat existing customers sets the scene and determines the realities of attention retention. When customers feel thoughtfulness, they will stick around because they care as much as you do. This translates into customer retention because true fans take pride in staying connected. They have more patience when issues arise and get excited to share your charming work with others.

Brewed From Within
#23 📖 Entrepreneurship

By Ben McDougal, ago

ChatUX

Chatbots have a PR problem.

On one hand, conversational AI combines large language models (“LLMs”), vast data sets, and interesting influence layers to provide insightful ideas and answers to almost any question. Chatbots provide a personalized interaction with education, content creator, language learning support, financial advice, customer assistance, helpful reminders for important tasks, co-founder assistance, and even mental health therapy. These AI companions munch on mediocre and are always available to chat. ChatGPT is the most well-known example, but other content creation methods, bot building platforms, and layered tools, such as BEN BOT and ChatSpot, are being activated in creative ways.

On the other hand, when most humans hear the word “chatbot”, the word serves up a slimy aftertaste. We think of automated help desks that put us in circles, fake followers on social media, the search tool that can never quite find an question, or that lead generation form that only wants to guide you to the next sale. Even with the best intention, a history of hacks fuel mistrust and makes it hard to avoid the spammy connotation.

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Hallucinating is when AI confidently delivers inaccurate responses.

Chatbots may not be able to interpret complex interactions, decode user intent, express empathy, or keep up with the rapid pace of change in the world, but it feels naive to pretend that conversational AI is not efficacious.

As we continue learning how to interact with this innovation, we need a term that is more inviting. A term that evokes trust. One that describes an intelligent counterpart with no agenda. When the user experience is not misguided by motive and AI is truly conversational, “ChatUX” may be the term we seek.

ChatUX describes the interaction between humans and software, unlocked by conversational AI.

Chat is an informal conversation or to talk in a friendly and informal way. UX is short for User Experience, which describes how we interact with a product or service. It includes our perception of value, ease of use, and efficiency. “ChatUX” can help us understand how to interact with emerging technology, while also improving the chatbot’s image.

ChatUX is not spam. ChatUX won’t take your job, sell you something you don’t want, or take over the world. ChatUX requires ingenuity. It is translation technology designed to access endless insight, with an ability to communicate it effectively. It’s software that speaks our language while supporting a timely, interesting, accurate, unbiased, and meaningful experience for anyone curious and generous enough to build beyond the status quo.

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I’m hosting a new podcast! Stay tuned for more caffeinated conversations around technology, entrepreneurship, intrapreneurship, and community building.

By Ben McDougal, ago

Phygital

Blending a physical reality with digital depth is something humanity has carried out for decades.

Catchy names, memorable phone numbers, short URLs, and QR codes are simple methods that guide a physical interaction to details online. Augmented Reality (AR), Bluetooth, Near Field Communication (NFC), Radio Frequency Identification (RFID), biotech, and smart materials all take it up a notch. Each technology paves a path to provide phygital experiences.

To spin some yarn, let’s stitch this nerdy good term into the world of fashion. Phygital clothing now has passive chips embedded behind a patch or hidden in the garment. When tapped by a phone, the tiny washable chip is given enough electricity to pass data. This prompts a notification that links to digital destinations. The destination may be a website just for fun, but for brands with dollowers who like to collect stuff, the criterion for loyalty is given all new levels. Imagine the status game of a global fan base that unlocks digital assets by working together. An elbow bump from someone wearing your favorite brand can now highlight ownership and unlock gamified layers.

With ownership determined by code and real-time incentives connected to the owner, this nerdy good phygital term quickly becomes a part of the web3 taxonomy. That said, the flex is not about being high-tech. It’s about introducing a remarkability factor.

When remarkability matters, as it often does, phygital twists offer an edge. There are endless examples of digital depth revolutionizing every industry. Computers and smartphones link a physical device to digital experiences, and the first smart vending machine in 1982 would lead to an entire microcosm we call the Internet of Things (IoT).

Today’s chips are cute, but nanotech (think, a computer on every cell) and neurotech (think, brain-computer interfacing) represent a direct line where input and output will require no physical movement. Edges dull as new becomes commonplace, so the time to get phygital is now.

As industries continue to be phygitized, more physical products will be mirrored by digital counterparts, ownership will be obvious, and augmented experiences will be increasingly invisible as our perceived reality is reinforced by the phygital world all around us.

Brewed From Within
#79 📖 Technology

By Ben McDougal, ago

Munch Munch

Computer science, the global datasphere, machine learning, computer vision, and language modeling have embedded artificial intelligence (AI) into every conversation. Machines have long used human logic to automate routines, and AI is not new, but this form of knowledge engineering was transformed as compute was enriched, storage became boundless, and AI learned to speak human. We may not have invented a new species (yet), but language modeling taught our digital counterparts how to articulate what it already knew, and conversationalized AI made science fiction real for everyone all at once.

Anytime innovation threatens the status quo, a common response is fear followed by complacency. This is evident in the argument that AI will take all our jobs. We may not be able to depend on clocking in to climb a ladder built on compliance, but this willingness to play it safe has long been a choice that makes anyone easy to replace with cheaper labor and faster tools. This advancing technology reduces the need for humans to turn knobs, but the efficiency will create new jobs and reward remarkability. When clever counts, remain indispensable by letting AI devour the dull and stay ahead by pulling the levers of ingenuity.

History teaches us that any frontier introduces opportunity, but the void that creates also attracts misunderstandings, dangers, and false realities. As we explore frontiers, be vigilant and don’t assume truth. When every business pitches innovative metamorphosis and everything is “powered by AI,” realism is easy to dilute within the noise. Transcend hype by tinkering with internal tools. Reward continuous execution and keep exploring in and outside your industry. This forms wisdom to reinforce more external interplay.

Futuristic forefronts will remain intimidating, especially when cultural changes occur in a sweeping way. This makes it easy to feel forgotten. When this sensation intensifies, avoid being left behind by taking action before you know the destination. Fresh knowledge may be required to lower the bar, but for leaders who use curiosity to stay prolific, it becomes impossible to compete with being you!

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BEN BOT went online April 1st, 2023. The Roasted Reflections NFT Collection would allow token-owning dollowers to connect with each other and 24/7 access to our conversational AI that provided BENergy in its replies and link to influence source. Later, it would even quietly co-host 100 episodes of You Don’t Need This Podcast!

Let AI munch on the mediocre. We’ll continue to build without a map, do things for the love of it, convert haters, and care enough to fail. In times of constant change, we obliterate fear and complacency with infinite dexterity and a devotion to keep leading with no permission required.

Brewed From Within
#80 📖 Technology

By Ben McDougal, ago

Pebbles

If we keep building, everything eventually connects. Imagine another live concert experience The melodic arrangement is not random. It’s a story that builds.

Before any set starts, everyone hopes the popular hit will be played, but when? Seasoned pros deliver their classics, but know how to stack tiny pebbles to keep the crowd teeming with anticipation. With each hint, the crowd goes nutty, and as the hammer drops, the place shakes. We’ve all enjoyed live music where sequenced sound brings everything together. Impeccable build ups remind us how to stay juicy.

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Turn up the volume.

When delivering your best becomes a habit, it’s easier to remain consistent. Persistence deepens loyalty, connection leads to more connection, and trust leads to more trust. Within such abundance, an appreciation remains on tap for what you’ve achieved in the past, while also brewing intrigue for whatever is next. This converts work into play, and as we dance to our own beat, more individual notes merge to define our song. Over time, we play more songs that become the pebbles in a wall that’s unmistakably you.

Brewed From Within
#105 📖 Life & Happiness

By Ben McDougal, ago