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CIBC receives CXPA's Proven Business Impact Award for its client-focused approach
CIBC announced today that it has been recognized with the Customer Experience Professionals Association (CXPA) Proven Business Impact Award for its positive business impact created through a client-focused approach.
Apple Says iPhone Duo Has Replaceable 'Cover Layer' Above the Display
In a recent interview with content creator Angelica Siciliani Fendi, Apple's vice president of hardware engineering Kate Bergeron revealed that the iPhone Duo's nano-texture cover layer above the inner display can be removed and replaced. "It's actually replaceable, which is a really nice thing for the customer that you can peel off that layer and get a new one," said Bergeron.
NinjaTech AI Launches Enterprise AI Workforce Platform Using Open-Weight Models
Built to end runaway per-token AI costs, the platform deploys into the customer’s own cloud and data centers, so data never leaves their control PALO ALTO, Calif., Sept. 28, 2026 — NinjaTech AI today launched SuperNinja Enterprise, an AI workforce platform that puts AI employees to work around the clock inside the customer’s own cloud, on […]
Enterprise AI Wants Your Most Sensitive Data. VAST Says It Can Keep It Safe
Enterprises have plenty of data they would like to use with AI. The problem is that some of their most valuable data is also the hardest to use. Think of all the customer records, financial information, internal research and other sensitive data that can’t always be sent to an outside AI service. There is another […]
'It's Fine, I'll Take It As Is': The Customer's Words That Changed My Business
My outsider complex made me think everything had to be perfect. It was stopping me from swinging bigger.
Please Stop Conflating Sports Betting Handle With Spending On Entertainment
Editor’s note: The Cashout for paid subscribers will publish on Tuesday. Every September there’s a huge uptick in how much people bet on sports with the start of football season. Which means it’s time to get ahead of a ridiculous narrative before it picks up steam on social media or in mainstream media. Subscribe Every few months I see some version of this: [ Charlie Bilello@charliebilello Americans bet over $165 billion on sports last year, which is more than they spent on movies, books, concerts and sports tickets - combined. 1:00 PM · Jun 28, 2026 · 4.1M Views 258 Replies · 674 Reposts · 4.23K Likes ](https://x.com/charliebilello/status/2071217050328895935?s=20) Fortune published this in July. The headline and start of the story tell the same narrative (emphasis added): Gambling becomes America’s favorite pastime as Americans spend more on sports bets than movies, arts, museums, and music combined: The North American box office totaled $8.87 billion in 2025, which is still 22% below pre-pandemic levels. Recorded music revenue hit a record $11.5 billion. Live music like concerts and festivals brought in $18.51 billion. Meanwhile, book publishers tracked by the Association of American Publishers reported $14.6 billion for the year. And the U.S. museum industry generated an estimated $16.4 billion. Add it up and the total comes to roughly $70 billion, which is less than half what Americans wagered on sports. The story, to its credit, goes on to tell us why sports betting is entirely different, although people who only read headlines will miss that nuance. (The tweet above definitely skips over the nuance.) I will mostly be preaching to the choir here, but it’s worth saying out loud: Wagering money on sports is not the same thing as spending on entertainment from a financial perspective. When you spend money on a movie or concert ticket, that money is gone. You exchanged money for an experience. It’s a good trade! I get to have fun for “x” dollars. (Unless the movie sucks, I guess.) When you bet money on sports, the money is not necessarily gone every time you wager it. It could be gone, but sometimes it’s not and you actually get more money back! That’s not “spending” money or something you should try to compare directly to entertainment spend. A far better comp would be how much people lose at sports betting. That number was more like $17 billion in the US last year, at least for state-regulated sportsbooks. Why are we trying to equate handle and entertainment spending? I dunno. It makes for splashy headlines, I guess. Now, people should be betting for entertainment, and not because they expect to win in the long term; no doubt about it. Anyway, here’s hoping I don’t see people saying Americans “spent” hundreds of millions of dollars on sports betting this fall. Mindway AI and DraftKings Expand Responsible Gaming Drive with Launch of Gamalyze American Football In time for the NFL kickoff, Mindway AI has expanded its partnership with DraftKings to launch Gamalyze American Football the second title in the neuroscience-based Gamalyze Sports collection. Following the success of Gamalyze Football (soccer) during the FIFA World Cup, this gridiron-themed update replaces static questionnaires with immersive, stadium-inspired gameplay. Backed by 10+ years of Aarhus University research, Gamalyze evaluates real-time decision-making to deliver instant, unbiased player risk assessments. Integrated into DraftKings’ platform and nationwide activations, it engages fans when excitement peaks. Ready to upgrade your player protection? Contact Mindway AI to try Gamalyze Sports today. Gambling news roundup 🚨The important stuff 1st NFL Sunday of Season ‘Champagne-Popping Day for Bettors’ (Covers): “The first NFL Sunday of the season was a champagne-popping day for bettors, while the book was left cleaning up the corks,” Caesars’ head of football Joey Feazel said prior to the Sunday night game. “Caesars Sportsbook reported that Detroit’s Jahmyr Gibbs, Baltimore’s Derrick Henry, Indianapolis’ Jonathan Taylor, and Atlanta’s Bijan Robinson were among the top five most-bet players to reach the end zone, and all of them cashed tickets.” [ Ben Fawkes@BFawkes22 A @CaesarsSports oddsmaker on how Week 1 has gone so far: “The first NFL Sunday of the season was a champagne-popping day for bettors, while the book was left cleaning up the corks.” ➡️8 of 10 most popular anytime TD scorers cashed 1:31 AM · Sep 14, 2026 · 276K Views 16 Replies · 16 Reposts · 615 Likes ](https://x.com/BFawkes22/status/2099310001927995849?s=20) 🔍 Are we already getting a “customer-friendly results” narrative in Week 1? NFL Commissioner Roger Goodell spoke with CNBC about the prediction markets industry: “We think that there needs to be stronger regulations into the predictive markets,” Goodell said. “We want to see that to protect the integrity of our game. We want to make sure we’re protecting the consumers that are on those platforms for the NFL. So, we’re continuing to have conversations with them and talk to them about the things that we think they need to do to strengthen that so that they could be potential partners at some point in the future.” More on the NFL + PMs: [ Straight to the Point Quid Pro Quo The NFL has asked Kalshi and other prediction markets to remove certain easy to manipulate markets. Does a potential partnership hang in the balance… Read more 6 hours ago · 19 likes · Steve Ruddock ](https://straighttothepoint.substack.com/p/quid-pro-quo?utm_source=substack&utm_campaign=post_embed&utm_medium=web&embedding_publication_id=1472492) Kalshi was on my podcast?: Kalshi was on my podcast [ The Event Horizon Episode 32: Talking Prediction Market Enforcement With Kalshi’s Robert DeNault Kalshi? On my podcast? Yep… Listen now 5 hours ago · 6 likes · 1 comment · Dustin Gouker ](https://nexteventhorizon.substack.com/p/episode-32-talking-prediction-market-enforcement-kalshi?utm_source=substack&utm_campaign=post_embed&utm_medium=web&embedding_publication_id=1472492) DraftKings Enhances Responsible Engagement Efforts With New Customer Initiatives, Tools and Education (press release): DraftKings Inc. today announced a series of new initiatives designed to promote responsible engagement and increase awareness and use of the tools and resources to help customers make informed decisions and engage responsibly. The efforts include a new digital advertising campaign featuring Kevin Hart and Nick Jonas that promotes responsible engagement, a PGA TOUR sweepstakes that promotes customer engagement with responsible engagement features, the launch of Gamalyze American Football in collaboration with Mindway AI, and new custom cool-off options that give customers enhanced flexibility when choosing a cool-off period. The initiatives build on DraftKings’ commitment to making responsible engagement an integral part of the customer experience and providing players with accessible tools and resources that help them make informed choices about their gaming experience. “At DraftKings, responsible engagement is embedded in how we operate and is essential to building trust with our customers and our long-term sustainability,” said Lori Kalani, Chief Responsible Gaming Officer at DraftKings. “We’ve continued to invest in tools and resources that give customers enhanced access to information about their play and more choices for managing how they engage. From My Budget Builder and My Stat Sheet to player-set limits and new custom cool-offs, we’re continuing to evolve our approach while promoting awareness and use of the tools and resources available to help customers play responsibly.” … DraftKings is launching a new digital advertising campaign featuring Kevin Hart and Nick Jonas that continues the pair’s road trip and promotes responsible engagement and awareness of the tools and resources available to help customers make informed choices about their gaming experience and engage responsibly. The campaign was initially launched on Sep. 10th and will reach customers through digital channels, bringing responsible engagement messaging to fans in an engaging way. bet365 Launches “The Matchup,” a New Weekly Video Podcast Hosted by Super Bowl Champions Chris Harris Jr. and Emmanuel Sanders (press release): "bet365, a global leader in online sports betting and gaming, today announced the launch of “The Matchup,” a new weekly video podcast hosted by former Super Bowl Champions Chris Harris Jr. and Emmanuel Sanders. Featuring current and former NFL players, the original series marks a significant, intentional investment in football as bet365 works to become a go-to destination for U.S. bettors throughout the season. “The Matchup” premieres September 10, with new episodes released weekly in both video and audio formats. Full episodes will be available on YouTube, Apple Podcasts, Spotify and wherever podcasts are available, with clips and additional content rolling out across YouTube, X, Instagram, Facebook, Threads, and TikTok. The show is being produced by Last Row Digital Media. Each week, Harris and Sanders will be joined by guests from across the game to break down the biggest NFL matchups, unpack the latest league news and share perspectives that go beyond the box score. By bringing together two former players with distinct perspectives and firsthand experience, “The Matchup” will give audiences timely context and a deeper understanding of the teams, players and storylines shaping the week ahead. “Every great football conversation starts with a matchup—who has the edge, what everyone is overlooking and what could change the game,” said Chris Harris Jr. “Emmanuel and I have experienced the game from different perspectives, and we want the audience to feel like they are part of the conversation and leave every episode knowing more about the week ahead.” Today’s iGaming companies face new litigation threats as expansive consumer protection statutes spark lawsuits with sky’s-the-limit aspirations, sometimes backed by private funders. Clients of Ifrah Law have a staunch defender in Robert Ward – an agile litigator and case tactician who responds to the changing state of play with creative legal defenses and efficient case-closing strategies. Robert draws on federal clerkship experience and appellate defense work to advise iGaming clients on litigation exposure, white-collar risk, and regulatory defense across multiple jurisdictions. Read More: Robert Ward on Helping iGaming Clients Outmaneuver Lawsuit-Obsessed Adversaries 🔮 Prediction markets Update on legal action in Connecticut: [ Daniel Wallach@WALLACHLEGAL Connecticut says gaming service license holders which received subpoenas over sports prediction markets “are not under investigation” by the @CTDCP but may possess information that could assist the state “in evaluating the conduct of prediction market platforms.” 2:31 PM · Sep 13, 2026 · 844 Views 5 Likes ](https://x.com/WALLACHLEGAL/status/2099143914271670576?s=20) American Gaming Association Opposes CFTC Bid to Block New York Prediction-Market Enforcement (DeFi Rate): “The brief points to the Ninth Circuit’s Aug. 28 decision in KalshiEX LLC v. Assad, which the AGA says supports New York’s authority to regulate sports contracts as gambling. It also cites Kalshi advertising, product comparisons and reporting on Kalshi’s sports volume to argue that the economic product resembles a sportsbook wager more than a conventional financial hedge.” [ Daniel Wallach@WALLACHLEGAL AGA intervenes in CFTC v. NY case to oppose CFTC request for preliminary injunction, says the CFTC’s arguments “obfuscate a simple truth: prediction markets offer sports betting.” Highlights CA9 decision, @DustinGouker (6x), and $1.32 billion in OSB taxes for NY (0 from PMs). Daniel Wallach @WALLACHLEGAL High stakes hearing on Monday in CFTC v. New York State. If SDNY judge Lorna Schofield denies the CFTC’s motion for preliminary injunction, the New York AG would have a clearer path for securing a state court geofencing order against Kalshi, Coinbase, and Gemini Titan. 2:08 AM · Sep 13, 2026 · 4.78K Views 1 Reply · 2 Reposts · 8 Likes ](https://x.com/WALLACHLEGAL/status/2098957043474280584?s=20) Gaming Commission remains member of gambling council after questions raised over ties to Kalshi (Mass Live): “The Massachusetts Gaming Commission will not follow the leads of gaming regulators in Ohio and Michigan and drop ties with the National Council on Problem Gambling over its new association with Kalshi.” Sponsor’s messageTrusted Voices: Conversations About Betting is designed to equip adults, including parents and coaches, with tools and resources to talk to young people about gambling, including information on warning signs, risks and proxy betting. The program is led by retired professional basketball player Randy Livingston and his wife, basketball agent Anita Smith, who share their personal stories related to problem gambling, with the hope of preventing others from experiencing similar harms. Learn more and join the conversation here. 📣 Industry news Gaming M&A: Latest Mergers, Acquisitions and Deals (SBC Americas): “But what else is happening in the world of gaming mergers, acquisitions, investments, and partnerships? Here, we round up some of the news you might have missed.” BetMGM Named Official Sports Betting and Online Casino Partner of the Minnesota Vikings in Canada (press release): BetMGM, a leading iGaming and sports betting operator, announced a multi-year partnership with the Minnesota Vikings, naming it the Official Sports Betting Partner and Online Casino Partner of the team in Canada. The agreement gives BetMGM rights to use Vikings marks across approved sports betting, online casino and marketing activities in Canada. In addition, Vikings Big Kick LuckyTap™, a casino game by Design Works Gaming, is available now exclusively at BetMGM Casino in Alberta and Ontario. “Vikings fans bring a level of passion and loyalty that extends well beyond game day,” said Matt Prevost, Chief Revenue Officer at BetMGM. “As the home of one of the largest collections of sports-themed casino content in North America, BetMGM is uniquely positioned to combine sports fandom with iGaming. We are eager to start football season off strong with another fantastic partnership especially as we expand our reach in Canada to Alberta.” Martin Nance, Minnesota Vikings Chief Marketing Officer, said, “As we continue to deepen our connection with Vikings fans across Canada, we’re proud to welcome BetMGM as the team’s official sports betting and online casino partner in Canada. Their commitment to innovation and fan engagement aligns well with our organization, and we’re excited to create memorable experiences that celebrate Vikings football and connect with Canadian fans in new and meaningful ways.” Caesars Entertainment Launches Ball Rush Jackpots™ in New Jersey,the Latest Proprietary Online Title from Empire Creative™ (press release): Caesars Entertainment, Inc. (NASDAQ: CZR) (“Caesars”) today announced the launch of Ball Rush Jackpots™, a new ball-and-peg style online casino game developed by Empire Creative™, the Company’s in-house game development studio. Now live in New Jersey across Caesars Palace Online Casino, Caesars Sportsbook & Casino and Horseshoe Online Casino, Ball Rush Jackpots is expected to become available in additional jurisdictions where Caesars offers online casino gaming following regulatory approval. The title expands Caesars’ growing portfolio of proprietary online casino titles, following the successful launch of Ca$hline™ earlier this year and further diversifying the Company’s lineup beyond traditional slots and table games. Ball Rush Jackpots follows the traditional ball-drop gameplay experience where players drop a ball down a board filled with pegs to land in a prize slot. As balls navigate independently through a field of pegs, every drop creates new opportunities to collect feature symbols, unlock bonuses and pursue jackpots, delivering a different experience with every round. “Ball Rush Jackpots delivers a different kind of casino experience for our players, combining easy-to-understand gameplay with meaningful customization, exciting bonus opportunities and jackpot potential,” said Matthew Sunderland, Senior Vice President and Chief iGaming Officer at Caesars Digital. “As we continue expanding our proprietary content portfolio, we’re focused on creating games that are simple to pick up, rewarding to revisit and designed around the features players enjoy most.” Bally’s Corporation Secures New Financing to Support the Development of the Bally’s Bronx Project (press release): Bally’s Corporation (NYSE: BALY) (“Bally’s” or the “Company”) announced today that it secured new financing led by WhiteHawk Capital Partners, LP to fund further development of the Bally’s Bronx project and general corporate purposes. The new financing comprises closing date term loan commitments in an aggregate principal amount of $400 million and delayed draw term loan commitments in an aggregate principal amount of $160 million (together, the “Facilities”). … Bally’s Chairman of the Board, Soo Kim, commented, “This important financing allows us to progress the pre-construction planning process so that we are ready to complete the remainder of the capital raise and remain on schedule. Furthermore, the additional liquidity provides us greater flexibility for other capital opportunities.” WORLD JAI ALAI LEAGUE LAUNCHES CENTENNIAL SEASON AND ENTERS NEXT CHAPTER IN MIAMI (press release): The World Jai Alai League will open its 2026 fall season on Tuesday, September 15 at Miami’s JAM Arena, beginning a milestone season that marks 100 years since professional Jai Alai first arrived in Miami. Season X, the tenth season of the Battle Court team-based competition launched in 2022, will also be the first since entrepreneur and sports asset investor Rob Gough acquired the World Jai Alai League in August 2026. The acquisition marks the beginning of a new chapter for the league. World Jai Alai League will maintain the existing Battle Court competition and operating format, with Chief Operating Officer Scott Savin overseeing Season X. Gough and his team will use the coming months to listen to players and fans, evaluate opportunities across the league, and execute plans for a broader evolution of Jai Alai’s presentation, live experience, media, marketing and commercial strategy beginning in 2027. “This is a really unique moment for Jai Alai,” said Rob Gough, Owner of the World Jai Alai League. “We have a sport with more than 100 years of history in Miami, extraordinary athletes and incredible speed, but I also believe there is enormous untapped potential.” bet365 reveals most popular online slots in 3 US states in August (SBC Americas): “In its monthly Gaming Insights and Performance report, growing online casino operator bet365 tracks player trends and game performance in online slots across its North American online casino markets.” The Closing Line is a reader-supported publication. To receive new posts and support my work, consider becoming a free or paid subscriber. Subscribe
The huge Nintendo Switch 'tariff refund sale' has begun, and there's 30% off iconic games
The Customer Appreciation Sale is Nintendo's way of giving back to US gamers.
AMB Sports and Entertainment continues to shape sports business
Rich McKay, CEO of AMB Sports and Entertainment, joins SBJ’s Austin Karp to discuss the future of the organization and how they keep the focus on the customer.
AMB Sports and Entertainment continues to shape sports business
Rich McKay, CEO of AMB Sports and Entertainment, joins SBJ’s Austin Karp to discuss the future of the organization and how they keep the focus on the customer.
AMB Sports and Entertainment continues to shape sports business
Rich McKay, CEO of AMB Sports and Entertainment, joins SBJ’s Austin Karp to discuss the future of the organization and how they keep the focus on the customer.
August Monthly Review: ChatGPT In Epic
Death, taxes, another frontier lab healthcare launch inspiring truly insane LinkedIn takes. As much as I want to stay away, I repeatedly am the crewman unplugging his ears whenever we pass these sirens. So it’s not the first and probably not the last time we dial up the typewriter rather than tie ourselves to the mast. The full blow-by-blow timeline: Health API Guy is a reader-supported publication. To receive new posts and support my work, consider becoming a free or paid subscriber. Subscribe The End of the Standalone PHR (Jan 8): ChatGPT Health arrives for consumers, at the time powered by b.well. I was bullish on the approach in that the best way for the PHR to finally solve distribution was to meet consumers were they already are (i.e. When Horizontal Meets Healthcare (Jan 9): OpenAI for Healthcare puts out the shingle for enterprises, with SharePoint ingestion standing in for the EHR integration the product actually needed. Another One: Anthropic’s Healthcare Debut (Jan 16): Claude's version, on HealthEx rails instead of b.well, with Agent Skills for FHIR development as the one true vertical-specific investment. ChatGPT for Clinicians: The Trap Sprung (Apr 24): OpenAI filled in the missing GTM middle with a free product for verified clinicians, effectively peeling the enterprise wrapper off ChatGPT for Healthcare and taking the PLG fight directly to OpenEvidence. OpenAI’s Second Attempt at Health (Jul 31): a relaunch of their patient specific app, now branded Health in ChatGPT, where the privacy partition came out, the connectors thinned, and b.well disappeared in favor of first-party FHIR work against a smaller network Beyond a Shingle So what was announced now? Today, we’re introducing a new electronic health record integration that brings authorized patient context from Epic into ChatGPT for Healthcare, along with the Healthcare Public Data plugin for direct, structured access to official healthcare datasets like PubMed, DailyMed, and CMS Coverage. Together, these capabilities bring ChatGPT closer to the systems and sources healthcare teams trust, while supporting the controls and compliance healthcare work requires. The core portfolio is unchanged from prior announcements we delineated and discussed (aside from the relaunch of patient-facing). Since trade publications still seem to be confusing them by using the wrong names: Enterprise sales motion: ChatGPT for Healthcare Protecting their core product / PLG: ChatGPT for Clinicians Consumer/patient-facing product: Health in ChatGPT So really, this is a feature release (specifically for ChatGPT for Healthcare when it comes to EHR integration). What’s cool about it, though, is that we are moving beyond just putting out a shingle. Everything in the January enterprise launch was horizontalizable: Horizontal tech companies thus generally start verticalization with their “putting out a shingle phase”. Telling the world you’re open for business as a horizontal tech company reliably attracts early inbound interest from buyers who are already trying to force-fit horizontal tools into domain-specific workflows and are eager for any signal that the vendor intends to support their use case more directly. Nothing was really vertical specific, which is exactly what you'd expect from the ultimate hypergrowth horizontal company dipping their toes into specific industries. But eventually you have to stop changing the sign on the door and start changing the product. Can you guess where the horizontal product was going to run out of road? This is the core dilemma writ large: verticalization requires differentiation, while scale economics of consumer and horizontal push toward unification. I’ve buried the lede so deep here it will be painful to some readers, but what should be shocking to no one is that my perspective is that EHR integration is the only path that meaningfully resolves this tension for ChatGPT for Healthcare. Integration with Microsoft Sharepoint is fine, but it is categorically insufficient for any product that hopes to influence clinical decision-making. SMART Money Well here we are, eight months later! Real vertical investment has begun, which surprised a few people. One friend in the industry messaged me: “Absolutely no way Epic gave ChatGPT API access.” Looking forensically at the announcements, the integration is notably read-only across appointment notes, laboratory results, medications, and specialist documentation. So while I’m not a betting man, I'd wager the house this is a SMART on FHIR launch: That sounds a lot like USCDI! The recommended path for the workflow they outline would be SMART on FHIR Their Health AI lead’s post is evocative of both standalone and EHR launch SMART, which another termed “ChartGPT” and “EHR Plugin” The implementation burden for SMART on FHIR is the lowest of the available integrative paths This is the team who literally did patient-facing SMART on FHIR with Epic last month Most importantly, if you’re a horizontal company, you generally still haven’t taken the full plunge and thus (overly) value reusability. SMART on FHIR is the logical compromise: healthcare-specific enough to matter, but standardized enough to reuse. Nobody Asked Judy Another friend asked “I thought they had to go to each health system, or did they go direct to Epic and now health systems opt in?” Given the trust paradigms in healthcare, this functionally cannot be Epic hoovering up all the data for OpenAI and shoving ChatGPT in their customers’ faces (or they would revolt). However, I do believe the aforementioned terrible coverage by TechCrunch and other outlets is probably responsible for that question, given the 325 million reference. When using FHIR as a business associate to an Epic customer, there is no EHR gatekeeping to speak of, as that isn’t how fhir.epic.com works: You register an app You pick your APIs You test against the sandbox APIs You list as “Ready for Production” Hospitals pick your app You test and go live with them Bluntly, nobody had to say yes or no in Verona (nor were they given the chance). Vendor Services (their next developer tier up that I doubt OpenAI is using quite yet in this initial release) certainly has contractual paperwork that some resent, but even there, the twin pressures of mounting antitrust and information blocking make outright gatekeeping increasingly fraught. My friend’s sentiment is, to me, representative of a broader industry neurosis, perhaps a sort of scar tissue of prior eras: people assume the gate is still there and never actually try the door. There are certainly other ways Epic (and any EHR) can put its thumb on the scale, but they are not so dumb as to stand in front of a federally mandated API and play bouncer at this exact moment in time. So I think they can and probably should go deeper, as this release is at best parity and at worst behind vertical-specific competition. OpenEvidence did a basic SMART launch with Sutter Health in February, allowing for more convenient evidence search by providers. They then add patient-context (the equivalent SMART on FHIR flow to what we see here) when Cedars-Sinai went enterprise-wide in May. UpToDate has four distinct applications across deeper workflows like patient engagement listed in Epic Showroom and announced a partnership with Epic to power Art at UGM Abridge and other ambient scribes have invested deeply into the deepest bidirectional clinical copilot workflow with integrations well beyond SMART on FHIR. In that light, the “Who is OpenAI primarily targeting here?” is clear. This release brings them into striking distance of OpenEvidence, but not the others quite yet. They are the only one of the three you can reach without building something truly Epic-specific. When will they go further? Competition is a great motivator to overcome the horizontal demons and start building things that can’t be reused: not across industries, not across EHRs, maybe not past the customer you built them for. That’s the price of actually verticalizing. The question is if and when OpenAI will be willing to pay it. Month in Review Here is the monthly review. As a reminder, this is a regular round-up of the month’s posts and other content to surface things you may have missed across regulation, litigation, interoperability, and beyond. AI assistance is used in these bullet summaries so I can focus on articles. Articles Published: None this month Video Content: The Information Exchange: Standards-based Thruple Edition (Aug 14): Back to school for us too, with Brad reporting in from the CMS Health Tech Ecosystem’s one year anniversary in DC. We get into the January CMS-0057 deadline, the fall rulemaking reading list, and why enrollment still keeps most apps off FHIR. The Information Exchange: Epic Dúnadan Edition (Aug 25): A UGM roundup with Ryan Brickner joining for the first time to check our takes against what the building actually thinks. Rangers, Ergo sitting on top of EHI, and a down-market lineup that needs some cuts. Regulatory: Stacked Deck, Bad Hand (Aug 05): ONC’s website refresh took the entire HIT Policy Committee record with it, so I rebuilt the archive and went looking for the regulatory capture story everyone assumes is buried in there. Stacking the deck and winning the hand turn out to be very different things. The Sixth Generation of Patient Access (Aug 19): A quick catalog of the five generations of patient access we’ve layered on since HIPAA, and the two candidates now competing to be the sixth. One is planned. The other is the market routing around the plan entirely. Court cases: Three Cases Walk Into a Docket (Aug 06): Two surprise settlements cleared the board in a single week, and then Judge Maddox dropped ninety-four pages on Vyne v. Henry Schein. The sleeper is a DMCA holding that makes direct-to-database a considerably riskier business model. Epic v. Health Gorilla: Into the MDL (Aug 10): Nine class actions are headed to Miami, and the Panel signaled it wants to bring the case that spawned them along too. That would leave Epic arguing the requests were obviously fraudulent in one courtroom and unknowable in the other. Amazon v. Perplexity: Agents Are Legalized! (Aug 11): The Ninth Circuit vacated the injunction against Comet, holding that the user is the one accessing the servers rather than the company that built the agent. A real win for agentic access, and a much narrower one than the headline suggests. Veeva v. Epic: Come At Me, Bro (Aug 26): Epic’s response brief wants the dismissal affirmed and, unusually, wants the opinion published as precedent. Buried in it is Epic’s own description of what its non-competes actually prohibit, which current and former employees should read closely. EHRs: The Contract Epic Would Never Sign Today (Aug 04): A 1999 SEC exhibit catches Epic licensing nearly its entire product line, Tapestry included, to the company that became TriZetto. The marketing services menu attached to it is the part that will make you blink. Forecast from Verona (Aug 07): The Epic Almanac makes one argument six different ways: the AI is only as good as the networks behind it. Emmie headlines, Art’s context stack is the most ambitious part, and Penny finally gets an autonomous coding date on the calendar. Works With Epic MyChart (Aug 17): Epic’s first new Showroom category since the death of Workshop certifies hardware instead of software, badge on the box and all. Made for iPhone, but for blood pressure cuffs, and rough news for anyone selling the RPM stack sitting in between. UGM Hot Takes 2026 (Aug 20): Everyone else covered the AI announcements, so I went after Savvy deleting the payment gateway, Rangers as Boost with the timer removed, and a down-market lineup with too many entries. Plus the Health Grid tidbits I cannot help myself on. MyChart Central Grows Up (Aug 24): Device data and Emmie turn Epic’s identity hub into a full consumer platform, which is both a logical answer to ChatGPT and a bit of a mistake. It also happens to be the best scraping target Epic has ever shipped. Industry Analysis: The Wrong Yardstick (Aug 12): Vertical software keeps getting judged against Superhuman and Notion, which is the wrong bar entirely. Your user is comparing your product to a whiteboard and forty phone calls before lunch. Primitives vs. Abstractions (Aug 27): Developers want building blocks, systems of record prefer to hand out business logic, and both sides have a real case. There’s no test from the outside that separates the engineering reason from the competitive one, which is why this keeps ending up in court. Cross-industry Comparisons: The Two Kinds of Platform Power (Aug 18): Attention power and record power are different problems that keep getting handed the same regulatory toolkit. Congress’s latest swing at Big Tech shows both what’s possible and where it falls apart. The Dogs of (Platform) War (Aug 21): A CourtListener alert turned up a property management fight with healthcare’s exact shape and none of the Cures Act. Shell prospects, ghost accounts, a notetaker bot that came back to haunt someone, and a lawyer arguing both sides of the same theory in two states. Fractals All the Way Down (Aug 31): Yardi dominates property management right up until you zoom into one segment, where AppFolio owns it outright and Yardi doesn’t appear at all. Where you draw the line around a B2B software market is about to decide an awful lot of cases. Other News: If Judy Had the Courage (Aug 13): A short eulogy for the era when software was allowed to look insane: WinAMP, bold colors, and everything the grey chatbot era has taken from us. External Media: Portland Monthly Health Tech Meetup: Erin O’Brien channeled my own feelings - maybe it’s just because it’s August and beautiful, but the monthly edition of the PDX Health community meetup was a ripper. Make sure to reach out if interested to join for the next one. STAT’s Coverage of Epic This Month: Brittany Trang of STAT did a fantastic job of breaking the FTC investigation that’s been lurking, as well as UGM related coverage, so I had to give her her wish of a meme. Fall Conferences: I’m pumped to be kicking off my fall conference season in NYC at Nabla Accelerate next month, which Chrissy provided the link to apply for. Here’s the rest of my schedule in case you want to meet up: Commonwell (Redwood Shores, CA): Oct 13-14 Open@Epic (Madison, WI): Oct 21-22 eHealthExchange (Austin, TX): Oct 27 Sequoia Project (Austin, TX): Oct 28-29 HLTH (Vegas): Nov 15-18 RSNA (Chicago): Nov 29-Dec 3 Posts I Liked: HTI-6 Should Unbundle API Certification: Josh Mandel makes the case that HTI-6 should split (g)(10) into separate authorization and data certifications, so a PACS or a genomics platform can certify only the role it actually performs. Imaging is the urgent example, but the structure solves a much bigger problem. On implementing ePrior Auth with Epic: Scott Rossignol’s field notes from a live ePrior Auth build on Epic, including the two app registrations nobody warns you about and the CPT mapping problem waiting at the end. CMS-0057 implementations are going to be such a beast. Healthcare point solutions are starting to look a lot like streaming services: Spencer Dorn runs the cable-to-streaming arc against health IT and lands squarely on the bundling half of the cycle. Bundling can be good! It can also be bad! Life is nuanced. Health API Guy is a reader-supported publication. To receive new posts and support my work, consider becoming a free or paid subscriber. Subscribe
AI Can Help Customers Find You, But Visibility Is Only Half the Battle. Here's What Must Come Next.
AI has rewritten the customer journey, and the competitive advantage is shifting from simply being found to being found and ready to respond.
High touch, not merely high tech
Commentary: AI is revolutionizing the customer journey in a wide array of dimensions. What must not be lost in this revolution, though, is the human element — including empathy, care, ethical reasoning, as well as effective decision-making and support.
Michaels reimagines in-store experience as shopping habits change
In North Texas, Michaels is testing a new way to shop and switching up some things for the customer’s in-store experience.
She Spent Years at Uber Eats Watching Businesses Win and Lose Customers. Here's What She Says Most Get Wrong.
She says most businesses are solving the customer problem in the wrong order.
Mark Madden: Fans keep paying for sports’ biggest bait-and-switch
“The customer is always right.” That’s a business model to adhere to. But sports have chosen one provided by circus impresario P.T. Barnum: “There’s a sucker born every minute.” Sunday’s game between the Pirates and Milwaukee was supposed to be a classic pitching matchup: Paul Skenes vs. Jacob Misiorowski. Misiorowski
AI Is Changing How Customers Choose Your Business
As AI increasingly mediates how customers research, evaluate, and choose suppliers, competitive advantage is shifting from direct customer understanding to managing AI-shaped interactions. Drawing on the experiences of three small-to-medium sized businesses they worked with, the authors show how firms can adapt. A manufacturer improved sales efficiency by screening AI-generated inquiries before investing engineering time in quotations. A boutique hotel learned to monitor how AI tools described its business and revised public content to improve accuracy and differentiation. A B2B software company replaced periodic customer reviews with continuous monitoring of customer feedback and AI-generated market perceptions. Across all three cases, the lesson is that firms must treat AI as a new intermediary in the customer relationship. Winning companies will not necessarily spend the most on technology; they will build systems for continuously listening, interpreting signals, and adapting strategy in markets where both customers and the information they rely on are increasingly AI-mediated.
Sony will cease production of discs for new PlayStation games in 2028
New games sold for PlayStation consoles will only be available digitally and won’t be sold on discs effective January 2028, Sony has announced. The move applies to all PlayStation games released from that point on, including those made by Sony and those released by third parties. The PlayStation group calls the change “a natural direction for Sony Interactive Entertainment to adapt to consumer trends as the general preference for digital media significantly outpaces physical discs,” according to a PlayStation blog post reviewed by Game File in advance of its publication. As movies, TV and music have shifted from physical media to an age of downloads and streaming, Sony’s move could speed the demise of physical media in a gaming. The industry has offered consumers games via cartridges, cassettes, floppy discs, CDs, DVDs and Blu-Rays across a 50-year stretch. Sony has been reporting to investors in recent years that PlayStation games have been increasingly purchased as downloads, not as discs. The most recent figures show nearly four in five purchases of full games for PlayStation 4 and PlayStation 5 were purchased digitally in the past year. Stats like that may cause today’s news to carry an air of the inevitable. But Sony’s declaration for 2028 is still likely to produce a shock, as the biggest gaming platform on the planet that uses game discs leaves them behind. Discs going away, but the fate of game boxes is unknown Sony is committing to still selling games in physical retailers even after they drop discs in 2028. Just how those games will be sold—in boxes with codes inside, as cards marked with digital redemption codes—is unclear. Digital games will also continue to be sold in the online PlayStation Store. New games released for PlayStation consoles prior to January 2028 will be unaffected by the policy change, Sony says. That means the PS5 games of 2027, be they a new Madden, a new God of War, a new Call of Duty, a new Sly Cooper (one can dream?), would still potentially be offered on disc. PlayStation 6 implications Sony’s timeline for a transition to a no-disc era will also spin up more speculation about the timing and configuration of Sony’s next-generation console, the probable PlayStation 6. “This pretty much guarantees that PS6 won’t arrive until 2028 at the earliest,” Piers Harding-Rolls, senior games research analyst at Ampere Analysis tells Game File. Harding-Rolls also concludes from today’s news that “the base version of a PS6 will not include a physical media drive,” as Sony looks to keep costs down on the device. Sony itself is saying nothing about the PS6 today: not its timing, nor how it might or might not support internal or external disc drives in order to run disc-based PS4 and PS5 games, should the console be backwards compatible. The many signs this was coming Industry support for games being released on physical media has been waning. As has consumer interest in them. PC games effectively went all-digital years ago, thanks to the popularity of playing games through Steam and other digital storefronts. The Covid-19 pandemic and the lockdowns that kept much of the global population home helped shift shopping patterns toward downloads. Sony’s own data shows PlayStation game downloads being an uncommon consumer choice a decade ago and now becoming the norm. On consoles, physical media has been in such decline that Sony and Microsoft both launched their current gen Xbox Series and PS5 consoles in 2020 with cheaper versions that lacked disc drives. In early 2024, Phil Spencer, then head of Xbox, told me that ““[w]e ship games physically and digitally, and we’re really just following what the customers are doing.” He added that the game industry had become an outlier in still supporting disc-based entertainment, even as movies and TV have bailed on discs in favor of downloads and steaming: “Gaming consoles themselves have kind of become the last consumer electronic device that has a drive. And this is a real issue, just in terms of the number of manufacturers that are actually building drives and the cost associated with those. And when you think about cogs that we’re going to go put in a console—and as you have fewer suppliers and fewer buyers—the cost of the drive does have an impact.” Last year, the Nintendo’s Switch 2, which uses cartridges rather than discs, introduced the concept of game-key cards, which are physical media that contain no game, just a prompt for a download. Even disc-based games aren’t what they once were, now frequently containing just stubs of games rather than the whole thing. The website Does It Play has tested over 3000 games and found that, for example, that the disc version of this year’s hit 007: First Light, only contained the game’s first mission, with the rest needing to be downloaded. Beyond all that, last week brought the news that Grand Theft Auto VI, likely the biggest game launch this decade, will debut for PS5 and Xbox Series without a disc-based version. Today’s big news comes to you for free. Game File is a reader-supported publication. To receive new posts and ensure more of my work is possible, please consider becoming a free or paid subscriber. Subscribe Discs helped define PlayStation However the trends in entertainment may be going, it is still remarkable to see PlayStation ditch discs given their importance in PlayStation history: In the late 1990s, the first PlayStation’s support for games on relatively cheap CD-ROMs instead of traditional game cartridges allowed the upstart console to outmaneuver cartridge-based systems from Nintendo and Sega, as it drove down game prices down in the process. (The cheaper disc format even prompted Final Fantasy VII maker Square to taunt Nintendo in a magazine ad, saying that if the game was “available on cartridge, it’d retail for around $1200.”) PlayStation devices often doubled as machines for watching movies and TV on the latest disc-based formats. In the late 2000s, for example, Sony’s pricy PS3 gained traction as a go-to device for playing then-novel Blu-Ray discs. In 2013, Sony effectively roasted the digital game-sharing restrictions proposed by rival Microsoft for its upcoming Xbox One console by showing how games could be shared for the then-upcoming PS4. In a 21-second clip that has over 20 million views on YouTube, one PlayStation executive simply handed a game box—presumably with disc inside—to another, who said “thanks.” Sony’s possible motivations The PlayStation announcement today cites “consumer preferences” and a shift away from discs among “the broader entertainment industry,” but does not delve into the decision-making process that brought Sony to this point. Sony is not discussing the economics of this move (I asked!), but there are a number of potential factors: Abandoning discs will spare Sony the cost of manufacturing and shipping them, which analysts and industry veterans I spoke to said could account for $1 or so of a game’s retail price. For first-party games, that’s direct savings for Sony, though the amount is limited by the winnowing percentage of people who were even buying the disc-based versions. For third-party games, Sony could pass the savings on to partners or just retain the better profit margin for themselves. As the 2024 comments from Phil Spencer alluded to, leaving discs behind could mean leaving disc-drives behind, allowing Sony to produce consoles more cheaply. Switching to digital-only for games could diminish the risks of copies of new games leaking. It would also seemingly make second-hand sales of used games impossible, pushing more people to buy their own copies of games. These economic benefits for Sony could be boons for the games industry overall, Ampere analyst Piers Harding-Rolls tells Game File. Among other things, it could free publishers and retailers from having to worry about securing an inventory of game discs when trying to sell games, he noted. “If there is a way to streamline the business of games retail, I generally think it’s a good thing for the industry as it removes unnecessary costs,” Harding-Rolls said. “This will help offset pressure on margins from other directions – development and staffing costs for example.” Should the industry shift from game boxes that contain discs to smaller, cheaper game cards, Harding-Rolls said, that reduces pressure on publishers and retailers. “The advantage of everything going digital for the industry is that sales can be tracked much more easily and there is less commercial risk for publishers wanting to continue selling via retail,” he said. The shift to no discs will also likely impact game development timelines, as developers will no longer face the same urgency to have a build ready to submit to PlayStation for the production of a disc, as industry experts noted around GTA VI’s no-disc news last week. Instead, projects may gain weeks of development time, in the event delivery deadlines for platform approval move closer to release date. Preservationists’ likely worries While millions of gamers have shifted to digital, there are still people who associate game discs—and only game discs—with actual ownership of PlayStation games. That portion of the gaming community spoke up last week about wanting to buy a version of GTA VI that they could hold in their hands, could lend to a friend and could potentially pop into a well-preserved PS5 console three decades from now and still see it run. Such gamers didn’t want to worry that they’d merely purchased a digital copy that could lose access to the game if, say, the company behind the game someday turns of the servers that transmit downloadable copies. Digital copies of games are inherently less long-lasting, because consumers aren’t actually buying a game (on a disc), just buying access to the game. The fine print in online gaming shops notes this, as does a recent law that went on the books in California in 2025. That lasw requires game publishers doing business in the state to refrain from words like “sell” when offering digital copies of games, unless they explicitly tell consumers that what’s being sold isn’t the game itself but a potentially revocable license to access it. A Sony spokesperson noted to Game File that “[w]ith all digital content, including games, movies, and music, players are purchasing a personal license for non-commercial use.” Regarding the fears of PlayStation games being lost to time in an all-digital era, the rep also noted that Sony remains “committed to delivering experiences from past generations to the new platforms our players are using.” They noted that PlayStation has used emulation and remasters to keep offering its classic games to modern gamers. It’s true that many consumers have become accustomed to not having physical copies of new music albums or movies, but the relative precariousness of digital copies of games is in fact being highlighted today by…. Sony’s other big announcement: the upcoming closure of the PS3 and PS Vita online stores Sony said today that it will be closing the online marketplaces for its PlayStation 3 console and PS Vita handheld in most countries in July 2027 (sooner elsewhere: August 2026 for the PS3 store Mexico, Honduras and Nicaragua; late 2026 for PS3 in other Latin American countries and the Middle East). “We know this news may be disappointing to PS3 and PS Vita players who hold a special place in their hearts for this generation of gaming,” Sony said in its announcement, saying the move “was not an easy decision for us to make.” Sony said that PS3 and Vita marketplaces “are no longer able” to support modern commerce systems, prompting a “need” to close the shops and focus on more modern PlayStation platform stores. The news may spark some deja vu. Sony announced back in March 2021 that it planned to take the PS3, Vita and PlayStation Portable marketplaces offline that summer. The move would have caused some 2,000 digital-only games to become unavailable for new purchasers, according to a VGC analysis at the time. Fans complained loudly. By April 2021, Sony walked back the PS3 and Vita shop closures, with then PlayStation boss Jim Ryan saying “it’s clear that we made the wrong decision here.” This time around, Sony is giving a longer notice period in most regions. The closure of those stores is still likely to cut off access to new purchases of digital-only PS3 and Vita games. The current PlayStation 5 marketplace sells PS5 and PS4 games, as well as a selection of PS1 and PS2 games. It does not sell PS3 games, because games for that platform can’t run on the system (some are offered via a PlayStation Plus streaming option). Vita games also aren’t sold via PS5. Sony says digitally purchased PS3 and Vita games will be downloadable after the stores’ shutdowns “for the foreseeable future.” Sony’s move contrasts with Microsoft’s Xbox platform, which continues to sell and support games from all four Xbox console generations. But it puts it in line with Nintendo, which disabled purchases in the marketplace for its Wii console (a contemporary of the PS3) in 2019. Nintendo discontinued purchases in the online shop for its 3DS portable (a contemporary of the Vita) in 2023. The big questions about Sony’s 2028 post-disc era Will Microsoft follow suit, ending support for new disc-based games on Xbox platforms and therefore all game consoles, too? Whether Microsoft does or not, will third-parties that can no longer release games on discs for PlayStation, simply ditch the disc options across the board? Given the GTA VI no-disc experiment launching this November, will more game publishers decide to forgo disc-based offerings even in 2027? How will no-disc PS5/6 games be packaged and sold in brick-and-mortar retail stores? What becomes of game sharing in an all-digital era? Will Sony modify its current set-up, which currently allows some sharing of digital games across a pair of consoles, to allow more casual lending? (See for example, Nintendo’s year-old system of letting players lend a digital game to another player in a “family group” for up to 14 days.) Will there be a version of a PS6 with a disc drive? Or will a drive be offered as an add-on? And how will gamers who want to retain access to PS4/PS5 disc-based games react to whichever configurations Sony chooses to offer? What will the final disc-based PlayStation game be?
Is the customer always right? Study finds rude customers hurt business
Frontline employees who face rude or disrespectful customers are more likely to justify negative behaviors, from cutting corners to leaving their jobs, according to a new study.
Commodore’s newest gadget is a flip phone that blocks social media and browsers
Commodore's Call Back 8020 is a phone “where the customer is not the product."
Jamie Dimon says remote work breeds ‘rope-a-dope politics’ and stunts young workers’ growth
The JPMorgan CEO has a message for remote workers: The customer comes first.
Opinion | When local businesses matter most
At a locally owned business, decisions are made right here, by people who know the customers by name and understand that a business is not just a line on a spreadsheet. It’s part of a community.
Alexandria Launches Duke Street Land Use Plan Business Passport Program
The customer who visits the most unique businesses will be eligible for a $100 gift certificate to a participating business of their choice.
Innovating at the Speed of Business: Announcing the Customer Achievement Awards AMER 2026 Finalists
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ON THE JOB: “What is the Best Business Advice You’ve Ever Received?
Interviews by Deborah Jeanne Sergeant Sound advice can contribute to your success. We recently asked area business leaders, what was their best advice they’d ever received. Here’s what they said: “The best advice I ever received was from my then –boss, Gerry Church, Fulton plant manager at Miller Brewing Co. He told me that whenever I wanted to discuss a business problem or issue with him, I should also be prepared to offer possible solutions. It’s the difference between being proactive or reactive. It’s also the difference between being a leader or follower. That has served me well in any business relationship I have had since then.” — Stephen Chirello, Owner, Steve Chirello Advertising, Fulton “Someone will always do it for less; they will also take the most effort to service or satisfy and leave you for the next lower price.” — John M. Henry, Owner, Speedway Press, Mitchell Printing, Phoenix Press, Oswego “I’m going to answer this question by turning it around and giving my own advice that is, ‘Always treat every customer as if they were your only customer!’ We are celebrating our 50th anniversary in business this year. We started our business on March 25, 1976. My advice works.”” — Nick Chervinsky, President, Brewerton Pharmacy, Brewerton “’You need to toot your own horn, my grandfather, Howard D. Dice, told me.” — Beth Ann Dice, Women’s active aging and cancer recovery coach, Mission Movement Wellness Studio & Breast Cancer Recovery Studio, Fulton “In the micro enterprise class, they taught, ‘Get a good lawyer, accountant and bank.’ That was over 30 years ago and I still have those three today. I chose good people I could grow with.” — Tony Pauldine, Owner, Anthony M. Pauldine General Contractors Inc., Oswego “From my grandfather; ‘Listen to everyone! You never know where you will get the solution you need.’” — Kevin Dean, Executive director, Oswego County Opportunities, Fulton “‘Preparation is the mother of success.’ My dad always drilled that into my head growing up, and it has helped me avoid a lot of snags in both my personal and professional life. Thanks, Dad!” — Bekkah Frisch, Owner and president, iHeart Holdings, Inc., Fulton “If you don’t take a risk and try, you will never know.” — Justin Taber, Owner, Torbitt’s Service Center, Oswego “Be ready to take a loss.” — Cody Seymour, Manager, Damiano’s Eatery, Mexico “I’ve received so much good business advice over the years. When people are giving you advice, always be curious rather than judgmental. Follow your gut. Doing the right thing is never the wrong thing.” — Dana Decker, Principal owner/broker, Berkshire Hathaway Home Services, Oswego ’Do it and figure it out later.’ It hasn’t failed me yet. Too many people take time to think about doing this and this and this and then the opportunity is over with. If it’s somewhat reasonable — if it’s not something outrageous — do it and figure it out later.” — Jeremy Allen, Licensed real estate salesperson, Acropolis Realty Group, Syracuse “’Try to meet the needs of the customer. Treat them like you’d like to be treated.’ It’s like the Golden Rule says.” — Douglas Dickson, Physician and associate at CNY Foot Surgery and Podiatry Care, East Syracuse “The best piece of business advice I’ve ever received applies to life in general: always be honest. Never overstate your capabilities and always be willing to ask questions. The more specific you can be in any given topic will always lead to a better outcome.” — Tom Fernandez, President, Woodbine Hospitality, Syracuse “As a business owner, the advice would be ‘Don’t overextend yourself. Especially in agriculture, expect issues to come up.’ If something is going right, it’s not true agriculture. This last season, we scaled very hard to field another crew. We got more drones, crew and generators based on projections. This last season hit the ag community hard with a very wet spring. We did 15,000 to 20,000 acres for fungicide and the same for cover crop seeding in 2024. We scaled to 25,000 to 30,000 for 2025. We ended up doing 2,000 for fungicide and 3,000 for cover crop seeding. That’s why that advice was good.” — Rick Jordan, Operations manager, CNY Drove Services, Clinton “’Keep your head down, mind your own business and do the best for your clients that you can do.’ It has a lot to do with my success in working for Galloway Century 21.” — Ed Fayette, New York state licensed real estate agent, Century 21 Galloway, Oswego “’Expand in all ways, always.’ It just keeps you going and keeps you growing.” — Stephen Baier, Licensed real estate person, The Real Estate Agency & Bouck Commercial, Auburn “The best advice is, ‘Your biggest asset you won’t see on the books because it comes from your employees.’” — David Flickinger, Owner, Edible Arrangements, Syracuse “Don’t take things personally when you’re working with the public.” — Leeann Desimone, Manager, Annie’s Hallmark Shop, Auburn “‘Follow up.’ The customer knows that you care about what you are doing and that their opinion counts. Sometimes they might be on the fence about whether they want to use your company. If they’re asking your opinion on things, they feel you are concerned about what you’re doing. They like to be kept in the loop if they’re spending money with you.” — Dorothy Casper, Saslesperson, SweetWoods Memorials, Phoenix “The best business advice I received is ‘Never be the smartest person in the room. Surround yourself with people who are smarter than you.’ That’s how you learn.” — Debbie Bilello, Owner, Virtual Office Solutions, Central Square “’You need to grow your business but you can’t grow too big too fast.’ That’s what we’ve done at Pinnacle Maintenance. We’ve tried to grow but not too fast. Along those same lines, there’s another good piece of advice, ‘Don’t take on more than you can handle because it only leads to a bad name for your business and a bad experience for your customers.’ It goes along the same lines as growing your business slowly and carefully.” — David Wines, Owner, Pinnacle Maintenance, Central Square “Always be on time and do what you say you are going to do.’ I’ve done very well following that advice. Most of my work is referral and I don’t really do any advertising so I have a pretty good customer base. It’s mostly word-of-mouth from satisfied customers.” — Robert J. Fleming, Owner, Bob Fleming Windows & Doors, Brewerton “’Concentrate on your finances, always pay your taxes, and form a team you can depend on. Try to help the community you’re in as much as you can.’ We do all of these all the time here. We give and give and give to the community and the community gives back to us always.” — Susan Bonnet, Co-owner, Bonnet Sales and Service, Central Square “Keep smiling. It brings a positive attitude to the workplace.” — Karin Lindsley, Vice president, DTS Truck Service, Syracuse “‘Customer service above all.’ Following this advice has served us very well.’ — Guy Fox, Owner, Fox’s Discount Parts, West Monroe “The best thing to do is to make sure you’re taking in more money than you’re spending. I wish I could say I’m a good businessman but I have been in business since 1981. I’m not a bean counter but work well with my hands and its’s served me well all these years and I am still in business.” — Matt McGill, Owner, Matt McGill Collision, Brewerton
Seniors: Dennis Ouellette, 80
Ontario Orchards owner not slowing down as he grows his farm market By Stefan Yablonski The seeds for Dennis Ouellette’s career path were sown when he was 6 years old — and he isn’t slowing down. “Since age 6, I grew up an agriculturalist. That is 72 years. Started out with a 37-acre farm when I bought it from my parents and built it up to almost 300 acres. Brought it back down to around 200 acres now,” he said. The location of his business was just a barn, a horse barn, he said. “In 1967, it officially became Ontario Orchards Farm Market. My wife [June] and I graduated [high school] in 1964 and three years later we became Ontario Orchards. We have been here more than 60 years,” he explained. “It is the same location. We have expanded over the years as the customers mentioned different things; we have expanded to bring in different products. “What keeps me going is I totally enjoy what I am doing. I enjoy the people that I work with. The customers are wonderful. Mostly, more important than anything, is my family — my wife, my daughters, grandchildren, son-in-law — we are still very much a family business I’m not going to retire just yet.” He also enjoys the changing seasons. “Ontario Orchards is a four-season business. There is always something new; more energy, more interest. Not only for the business but for my staff, the people that work here. Things keep changing, changing. We are always looking forward to something new and exciting,” he said. They work with quite a number of local farmers within the area and throughout the state, throughout the country and from around the world.” “We do have things from different countries around the world. But specifically, we are very excited about the local. We have an over 200-acre farm. We sell just about everything we raise on that farm right here at the farm market. For example, we press cider year-round. We make baked goods every day, year-round. We sell our apples 12 months a year.” “Today, there are so many products in Ontario Orchards that we never would have thought of in 1967,” he continued. “I attribute a lot of that to my daughters. I like the young blood and new energy. That is very crucial to a business, it keeps it vibrant.” What’s his favorite part of the job? “I don’t have a favorite part. I enjoy it all. I have a lot of intertest in other things,” he said. “I have staff that knows so much. I can go to the staff and say, ‘I don’t know what this is, you tell me what this is.’ They are so knowledgeable. It is impossible for one person to know everything in this place. In the summer, staff is about 60; in the winter about 20, 25.” He added that he plans on being around for several more years.
View: AI is testing the oldest debate in business: Who’s the customer?
The oldest question in business — who is your customer — turns out to be the one OpenAI still can’t answer.
JPMorgan’s Jamie Dimon says remote work breeds ‘rope-a-dope politics’ and stunts young workers’ growth
Dimon has a message for remote workers: the customer comes first.
Digital Science acquires Ontopic to accelerate the customer journey for enterprise knowledge graphs
Digital Science has announced the acquisition of Ontopic, a pioneer in Virtual Knowledge Graph technology.
Buc-ee’s locations receive failing grades from Better Business Bureau over outstanding complaints
Buc-ee’s is known for its clean restrooms and snacks, but according to the Better Business Bureau (BBB), it fails in the customer response department.
How Costco suing Trump helps business and stoke loyalty
Every move it makes, like fighting tariffs and defending DEI, is about serving the customer.
Uber for Business and Mazda Team Up to Enhance Customer Experience at U.S. Dealerships
Collaboration gives Mazda dealerships a new way to support service and sales customers through courtesy rides, vehicle delivery, and moreSAN FRANCISCO, Feb. 12, 2026 (GLOBE NEWSWIRE) -- Uber for Business, Uber’s enterprise arm, today announced a collaboration with Mazda North American Operations to help its dealerships enhance the customer experience by offering courtesy rides on Uber’s platform. Through this integration, dealerships across the U.S. can tap into Uber’s network to easily arrange
Ford CEO: 'The customer has spoken' after EV loss nears $5 billion
Ford once predicted it would sell 150,000 electric pickups each year. Instead, it recorded another multi-billion-dollar loss in 2025.
Inside Nutrien’s Business Mandate: Commit To the Customer, Deliver Efficiency
Eight years after the merger of Agrium and Potash Corp. to form Nutrien, the company deploys an updated strategy unifying wholesale and retail operations.
Ford is switching gears from large EVs: 'It was really the customer changing their decision'
Ford is scaling back its large electric vehicle production and prioritizing hybrid vehicles, a move that is expected to cost nearly $20 billion.