Latest Published Essay
Cash App's response to fraud should work when a customer needs it
The July settlement gives customers a practical test: can a person help when money is missing or an account is locked?
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repairing trust should be reflected by a repaired system
John Deere's right-to-repair settlement gives us a practical test: what can a farmer do the next time a machine stops?
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an apology needs an action plan
Telstra and Capita apologized after serious failures, and I want to know who owns the repair, what changes, and how quickly the people affected can verify it.
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what owning the miss looks like
IBM shares fell more than 25 percent after the preliminary results, putting Arvind Krishna's candid letter inside the harder work of rebuilding confidence in management's forecast.