Tag Archives: language

Are Humans Just a Fleshy Generative AI Machine?

Are Humans Just a Fleshy Generative AI Machine?

GUEST POST from Geoffrey A. Moore

By now you have heard that GenAI’s natural language conversational abilities are anchored in what one wag has termed “auto-correct on steroids.” That is, by ingesting as much text as it can possibly hoover up, and by calculating the probability that any given sequence of words will be followed by a specific next word, it mimics human speech in a truly remarkable way. But, do you know why that is so?

The answer is, because that is exactly what we humans do as well.

Think about how you converse. Where do your words come from? Oh, when you are being deliberate, you can indeed choose your words, but most of the time that is not what you are doing. Instead, you are riding a conversational impulse and just going with the flow. If you had to inspect every word before you said it, you could not possibly converse. Indeed, you spout entire paragraphs that are largely pre-constructed, something like the shticks that comedians perform.

Of course, sometimes you really are being more deliberate, especially when you are working out an idea and choosing your words carefully. But have you ever wondered where those candidate words you are choosing come from? They come from your very own LLM (Large Language Model) even though, compared to ChatGPT’s, it probably should be called a TWLM (Teeny Weeny Language Model).

The point is, for most of our conversational time, we are in the realm of rhetoric, not logic. We are using words to express our feelings and to influence our listeners. We’re not arguing before the Supreme Court (although even there we would be drawing on many of the same skills). Rhetoric is more like an athletic performance than a logical analysis would be. You stay in the moment, read and react, and rely heavily on instinct—there just isn’t time for anything else.

So, if all this is the case, then how are we not like GenAI? The answer here is pretty straightforward as well. We use concepts. It doesn’t.

Concepts are a, well, a pretty abstract concept, so what are we really talking about here? Concepts start with nouns. Every noun we use represents a body of forces that in some way is relevant to life in this world. Water makes us wet. It helps us clean things. It relieves thirst. It will drown a mammal but keep a fish alive. We know a lot about water. Same thing with rock, paper, and scissors. Same thing with cars, clothes, and cash. Same thing with love, languor, and loneliness.

All of our knowledge of the world aggregates around nouns and noun-like phrases. To these, we attach verbs and verb-like phrases that show how these forces act out in the world and what changes they create. And we add modifiers to tease out the nuances and differences among similar forces acting in similar ways. Altogether, we are creating ideas—concepts—which we can link up in increasingly complex structures through the fourth and final word type, conjunctions.

Now, from the time you were an infant, your brain has been working out all the permutations you could imagine that arise from combining two or more forces. It might have begun with you discovering what happens when you put your finger in your eye, or when you burp, or when your mother smiles at you. Anyway, over the years you have developed a remarkable inventory of what is usually called common sense, as in be careful not to touch a hot stove, or chew with your mouth closed, or don’t accept rides from strangers.

The point is you have the ability to take any two nouns at random and imagine how they might interact with one another, and from that effort, you can draw practical conclusions about experiences you have never actually undergone. You can imagine exception conditions—you can touch a hot stove if you are wearing an oven mitt, you can chew bubble gum at a baseball game with your mouth open, and you can use Uber.

You may not think this is amazing, but I assure you that every AI scientist does. That’s because none of them have come close (as yet) to duplicating what you do automatically. GenAI doesn’t even try. Indeed, its crowning success is due directly to the fact that it doesn’t even try. By contrast, all the work that has gone into GOFAI (Good Old-Fashioned AI) has been devoted precisely to the task of conceptualizing, typically as a prelude to planning and then acting, and to date, it has come up painfully short.

So, yes GenAI is amazing. But so are you.

That’s what I think. What do you think?

Image Credit: Google Gemini

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Why Words Matter

Why Words Matter

GUEST POST from Mike Shipulski

We all want to make progress. We all want to to do the right thing. And we all have the best intentions. But often we don’t pay enough attention to the words we use.

There are pure words that convey a message in a kind soothing way and there are snarl words that convey a message in a sharp, biting way. It’s relatively easy, if you’re paying attention, to recognize the snarl and purr. But it’s much more difficult to take skillful action when you hear them used unskillfully.

A pure word is skillful when it conveys honest appreciation, and it’s unskillful when it manipulates under the banner of false praise. But how do you tell the difference? That’s where the listening comes in. And that’s where effective probing can help.

If you sense unskillful use, ask a question of the user to get at the intent behind the language. Why do you think the idea is so good? What about the concept do you find so interesting? Why do you like it so much? Then, use your judgment to decide if the use was unskillful or not. If unskillful, assign less value to the purr language and the one purring it.

But it’s different with snark words. I don’t know of a situation where the use of snarl words is skillful. Blatant use of snarl words is easy to see and interpret. And it looks like plain, old-fashioned anger. And the response is straightforward. Call the snarler on their snarl and let them know it’s not okay. That usually puts an end to future snarling.

The most dangerous use of snarl words is passive-aggressive snarling. Here, the snarler wants all the manipulative benefit without being recognized as a manipulator. The pros snarl lightly to start to see if they get away with it. And if they do, they snarl harder and more often. And they won’t stop until they’re called on their behavior. And when they are called on their behavior, they’ll deny the snarling altogether.

Passive-aggressive snarling can block new thinking, prevent consensus and stall hard-won momentum. It’s nothing short of divisive. And it’s difficult to see and requires courage to confront and eviscerate.

If you see something, say something. And it’s the same with passive-aggressive snarling. If you think it is happening, ask questions to get at the underlying intent of the words. If it turns out that it’s simply a poor choice of words, suggest better ones and move on. But if the intent is manipulation, it must be stopped in its tracks. It must be called by name, its negative implications must be be linked to the behavior and new behavioral norms must be set.

Words are the tools we use to make progress. The wrong words block progress and the right ones accelerate it.

Why not choose the right words?

Image credit: Unsplash

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Top 10 Human-Centered Change & Innovation Articles of May 2025

Top 10 Human-Centered Change & Innovation Articles of May 2025Drum roll please…

At the beginning of each month, we will profile the ten articles from the previous month that generated the most traffic to Human-Centered Change & Innovation. Did your favorite make the cut?

But enough delay, here are May’s ten most popular innovation posts:

  1. What Innovation is Really About — by Stefan Lindegaard
  2. ‘Stealing’ from Artists to Make Innovations Both Novel and Familiar — by Pete Foley
  3. Benchmarking Innovation Performance — by Noel Sobelman
  4. Transform Your Innovation Approach with One Word — by Robyn Bolton
  5. Building Innovation Momentum Without the Struggle — Five Questions for Tendayi Viki
  6. Change Behavior to Change Culture — by Mike Shipulski
  7. The Real Reason Your Team Isn’t Speaking to You — by David Burkus
  8. The Enemy of Customer Service is … — by Shep Hyken
  9. Three Real Business Threats (and How to Solve Them) — by Robyn Bolton
  10. Better Customer Experiences Without Customer Feedback — by Shep Hyken

BONUS – Here are five more strong articles published in April that continue to resonate with people:

If you’re not familiar with Human-Centered Change & Innovation, we publish 4-7 new articles every week built around innovation and transformation insights from our roster of contributing authors and ad hoc submissions from community members. Get the articles right in your Facebook, Twitter or Linkedin feeds too!

Build a Common Language of Innovation on your team

Have something to contribute?

Human-Centered Change & Innovation is open to contributions from any and all innovation and transformation professionals out there (practitioners, professors, researchers, consultants, authors, etc.) who have valuable human-centered change and innovation insights to share with everyone for the greater good. If you’d like to contribute, please contact me.

P.S. Here are our Top 40 Innovation Bloggers lists from the last four years:

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Top 10 Human-Centered Change & Innovation Articles of February 2025

Top 10 Human-Centered Change & Innovation Articles of February 2025Drum roll please…

At the beginning of each month, we will profile the ten articles from the previous month that generated the most traffic to Human-Centered Change & Innovation. Did your favorite make the cut?

But enough delay, here are February’s ten most popular innovation posts:

  1. Innovation is Dead. Now What? — by Robyn Bolton
  2. When Best Practices Become Old Practices — by Mike Shipulski
  3. 3 Keys to Improving Leadership Skills — by David Burkus
  4. Audacious – How Humans Win in an AI Marketing World — Exclusive Interview with Mark Schaefer
  5. Which Go to Market Playbook Should You Choose? — by Geoffrey A. Moore
  6. Turns Out the Tin Foil Hat People Were Right — by Braden Kelley
  7. Are You a Leader? — by Mike Shipulski
  8. Time to Stop These Ten Bad Customer Experience Habits — by Shep Hyken
  9. Beyond the AI Customer Experience Hype — by Shep Hyken
  10. A Tumultuous Decade of Generational Strife — by Greg Satell

BONUS – Here are five more strong articles published in January that continue to resonate with people:

If you’re not familiar with Human-Centered Change & Innovation, we publish 4-7 new articles every week built around innovation and transformation insights from our roster of contributing authors and ad hoc submissions from community members. Get the articles right in your Facebook, Twitter or Linkedin feeds too!

SPECIAL BONUS: While supplies last, you can get the hardcover version of my first bestselling book Stoking Your Innovation Bonfire for 44% OFF until Amazon runs out of stock or changes the price. This deal won’t last long, so grab your copy while it lasts!

Build a Common Language of Innovation on your team

Have something to contribute?

Human-Centered Change & Innovation is open to contributions from any and all innovation and transformation professionals out there (practitioners, professors, researchers, consultants, authors, etc.) who have valuable human-centered change and innovation insights to share with everyone for the greater good. If you’d like to contribute, please contact me.

P.S. Here are our Top 40 Innovation Bloggers lists from the last four years:

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Does Saying Innovation Make You Sound Stupid?

Does Saying Innovation Make You Sound Stupid?

GUEST POST from Robyn Bolton

“You sound stupid when you use the word ‘_____________’ because you’re trying to sound smart.”Mark Cuban

What goes in the blank?

For Mark Cuban, it’s “cohort” because “there’s no reason to ever use the word ‘cohort’ when you could use the word ‘group.’  A cohort is a group of people.  Say ‘group.’ Always use the simpler word.”

For one of my former bosses, it was “breakthrough.”  He would throw you out of the room if you used that word.  Not physically throw you out, but he was a big guy and could if you didn’t exit on your own.

For me, it’s “disrupt” (and all its forms) because applies (as originally intended by Clayton Christensen) in only about 0.1% of the instances in which it’s used.

There are other candidates.

Lots of other candidates.

In fact, I would go so far as to propose the biggest buzzword of them all: INNOVATION.

“Innovation” does not make you sound smart.

Here is a very short list of the most commonly heard statements about innovation.

  • Innovation is a priority.
  • Innovation is key to our growth.
  • We need to be more innovative.
  • We want to build/are committed to building a culture of innovation
  • Let’s innovate!

What do these statements even mean?

  • It’s great that innovation is a priority and key to our growth.  Hasn’t that always been the case?  What is changing? How is that translating into action? What do you expect from me?
  • Agree we should be more innovative.  How? What does “more innovative” look like?
  • Definitely want to be part of a culture of innovation.  What does that mean?  How is that different than our current culture?  What changes? How do we make sure the changes stick?
  • Sigh. Eye roll.

Saying what you mean makes you sound smart.

Always use the simpler word, and, in the case of innovation, there is always a simpler word or phrase.  Consider:

  • Grow revenue from our existing businesses
  • Create new revenue streams
  • Grow profit in our existing businesses
  • Grow profit by launching new high-profit businesses
  • Stay ahead of the competition
  • Create a new category
  • Launch a new product
  • Better serve our current customers
  • Serve new customers
  • Update/extend our current products
  • Increase the effectiveness of our marketing spend
  • Revise our business model to reflect changing consumer and customer expectations
  • Launch a low-cost and good-enough offering that appeals to non-consumers

You sound smart when you use the word(s) that most clearly, concisely, and unambiguously communicate your idea or intention.  “Innovation” does not do that.

Saying “innovation” AND what you mean makes you sound wicked smaht

“Innovation” on its own is lazy.  Simpler words and phrases aren’t nearly as sexy (I can’t imagine Fast Company coming out with “The World’s Best Companies at Creating New Revenue Streams” list).

But when you put them together – smart and sexy:

  • Innovation is a priority.  As a result, we are committing a minimum of $50M a year for the next five years to…
  • Innovation is key to growth.  As a result, we are doubling our investment in…
  • We need to be more innovative.  To achieve this, we are changing how we measure and incentivize executive performance to encourage long-term investments.
  • We want to build a culture of innovation.  As a first step in this process, we are making Kickbox available to any interested employee.
  • Let’s Innovate (Nope, don’t say this.  It’s too cheesy)

Say what you mean. 

If you don’t, people will think you don’t mean what you say.

What other words would you add to this rant?

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Innovation vs. Invention vs. Creativity

Innovation vs. Invention vs. Creativity

by Braden Kelley

There is so much talk about innovation these days, it’s hard to sometimes distinguish the signal from the noise.

In fact, the word innovation gets thrown around so much that it leaves people wondering:

What’s really innovative?

Well, most of the time that people talk about something being innovative, what they describe isn’t innovative, but instead inventive or creative. These three are all very different. Here is how I like to distinguish the differences between creativity, invention and innovation:

  1. Creativity – creates something interesting
  2. Invention – creates something useful
  3. Innovation – creates something so valuable that it is widely adopted, replacing the existing solution in a majority of appropriate use cases

Very few creative sparks result in an invention and very few inventions become innovations.

And the painful truth is that many great inventions take 20-30 years to be realized. Timing your investment is the key to whether you waste a big wad of cash, or still have it to spend when the optimal time to invest in a potential innovation comes.

If you look at most technology-based innovations, whether it’s the mp3 or the VCR, they were invented 20-30 years before they reached wide adoption in the marketplace, and for Gorilla Glass we’re talking more like 50 years.

To further emphasize the importance of timing…

Look at Webvan vs. Amazon Fresh

Look at Pets.com vs. Chewy.com (acquired by Petsmart)

Now these aren’t innovations, but you get my point. You have to know where you are on the commercialization timeline…

And most importantly, sometimes you have to look BACKWARDS before you look forwards, so you know where on the commercialization timeline you are.

If you’re working on a potential innovation now, are you sure it’s a potential innovation?

Are you sure now is the time to go big?

Read more about Premature Innovation

You might also enjoy Are You Innovating for the Past or the Future?

Image credit: Pexels

Innovation Audit from Braden Kelley

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