The ‘Gentle Art’ of Service Recovery: Lessons from the Jiu Jitsu Mat

Transform service failures into competitive advantage through an unlikely teacher. Dani Dudek reveals how Brazilian Jiu Jitsu principles turn customer complaints into loyalty-building opportunities, sharing strategic insights that convert your organization’s most challenging moments into relationship-strengthening wins.
The Art of Internal Newsletters: Lessons from the Cortico-X Heartbeat and Beyond

Transform your team’s most dreaded communication task into a strategic advantage. Adele Budovsky reveals battle-tested insights from managing Cortico-X’s internal newsletter, sharing three essential lessons that turn reluctant assignments into powerful tools for building trust, alignment, and authentic connection across distributed teams.
Why Banning AI in Schools Misses the Point

AI isn’t going away. So why are so many schools still banning it? We break down the risks, the myths, and why the real solution is teaching kids to use AI responsibly—before they enter a workforce that already expects it.
The X Spotlight: Chewy

Chewy has built a reputation for more than just fast shipping and pet supplies. In this X Spotlight, we explore how they’ve operationalized empathy to create deeply personal, unforgettable experiences, at scale.
When the Team Is the Experience

When your team is the experience, top-down mandates can backfire fast. In this piece, Len Devanna explores what Starbucks’ dress code controversy reveals about culture, control, and why the best customer experiences start from within.
Authenticity VS. Automation: The Content Dilemma with Marc Sirkin
ENCORE: The World’s First Happy Moving Company, with Ron Holt
ENCORE: The One to One (near) Future, with Don Peppers
How Asking the Right Questions Beats Knowing Everything in the Age of AI

As AI takes over the heavy lifting of knowing stuff, the real superpower today is asking smart questions, not memorizing facts. This article shows how anyone (yes, even non-techies!) can tap into AI’s magic by getting curious and crafting better questions.
Qualtrics Presents Providence Health + Swedish Cancer Institute: Reimagining Check-in at Multi-treatment Cancer Centers

Brian Graziano, Providence,Director – Service Design I-Nong Lee,Senior Program Manager,Swedish Cancer Institute Robyn Gilson,VP at Cortico-X andProvidence VOC Advisor https://api.highspot.com/public/thumbnails/WyJxdWFsdHJpY3MuY29tLzI2YjRkMmFlMjg2OGRlMzMxZGZlYTRjYzY0OWVjNWQ2Nzc0NDNkOTMvcmVuZGl0aW9ucyIsInZpZXcuaGlnaHNwb3QuY29tIiwicGl0Y2g6NjZmMzM4MzA0MzY3NGMyZDgyYzY3ODkyIl0=–5fa9e8db25cc5274e7420ac4d5bf95e04a262c75/1.86/web.mp4 About Did you know that just 72% of consumers across the industry find it easy to check in and register for healthcare services? If this was a grading scale, is “C” good enough? A majority […]