Blog
On April 1, Apple turns 50. In his anniversary letter, Tim Cook reflects on the company’s founding beliefs and invokes the long-standing manifesto, “think different.” It’s a fitting tribute. A company that many assumed would struggle to find its footing after Steve Jobs has instead compounded its advantage under Cook — not by abandoning its principles but by institutionalizing them. The […]
Blog
If the CX profession wants to reclaim strategic relevance over the next decade, it needs to shift from diagnosing experiences to delivering change and from a language of sentiment and pain points to one of growth, trust, and resilience.
