The Big Themes:

• A sprint to the finish line: Digital transformation doesn’t just mean changes in our business models. We’re seeing a fundamental change in our culture.
• Truly engaging with customers: Not only you are benefiting yourself, but you are also benefiting others – and that’s true empathy.
• Seven and a half billion people on this planet: We all want to be happy, and that journey to happiness is not a bad thing.
• Amazon makes zillions of dollars with Prime: If they say it’s going to be delivered on November 6th, and it shows up on November 5th you go wow!

The Big Quotes:

“Ryanair CEO Michael O’Leary said, ‘If I had known that being nice to customers would have worked so well, I would have done it a lot sooner.’”

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