Latest Published Essay
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.
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gen z does not trust social media as much as people think
Clients sometimes look at Gen Z's platform use and turn it into "they trust social too much." The data does not support that jump. A tighter claim is easier to defend: young people use social heavily, find information there, and still carry a lot of doubt about what the platforms show them.