I’m preparing a new presentation for a delegation of European CEOs visiting Silicon Valley to explore the future of AI, business, and leadership. As part of my research, I’ve been revisiting some of my presentations and predictions from 2016–2018 to see what we got right, what we missed, and perhaps more importantly, what lessons from the past can help us make better decisions about the future. It’s been a fascinating exercise in digital anthropology, especially revisiting my work on customers…