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Corrections and updates
The dated record of corrections to the four Reference Editions. The edition of 17 October 2026 is the first printing; from the second printing on, each printing lists the corrections it carries. This page lists every change that affects what a reader relies on: a number, a rule, a source, a definition or a reference.
To report an error, write to ahmad.samir@appliedcxscience.com or use the contact form. Please give the volume, the page and the passage. Every report is answered, and every confirmed error is listed here with its date.
17 October 2026: Reference Editions, revised
Completed on 18 October 2026, before release. This edition replaces the Reference Editions of 4 October 2026 for all four volumes: The Value Engine (Volume I), The New Customer Service Era (Volume II), The Sentient Organization (Volume III) and The Friction Economics Standard (Volume IV). It is the edition published as the Typeset Edition (7 × 10 in, paperback and hardcover) and as Kindle editions: Volumes II, III and IV are on sale, and Volume I follows in November 2026.
| Area | What changed |
|---|---|
| Text | Every chapter, front matter section, glossary and appendix was edited for plain reading. That edit itself changed no number, rule or defined term; the corrections in the rows below did, and each is recorded in the volume it concerns. |
| Consistency | Counts that did not match their lists, captions that contradicted their chapters, and answer key entries that asserted more than their chapter states were corrected. |
| Figures | More than one hundred figure images were redrawn or corrected so each one shows exactly what its chapter states. Text inside every figure now prints at 7 points or more. |
| Sources, all volumes | Brand stories and statistics without a source were sourced, corrected or restated as illustrations; for example Volume II's Microsoft account now cites the company's 2014 announcement and the 2015 text of the CEO's email. About forty external claims were checked against primary sources. Each was cited, corrected to match its source, or restated without the unverified figure. |
| Structure | Volume I Chapter 9 was divided into two chapters (telecommunications and omnichannel retail). Later chapters of Volume I are renumbered by one. |
| Sources by volume | Volume I: two works cited in Chapter 2 added to the References (Blattberg, Getz and Thomas, 2001; Rust, Zeithaml and Lemon, 2000). Volume II: the Wells Fargo case dated and sourced to the regulator (2016) and the Department of Justice (2020); the Ritz-Carlton empowerment amount restated as the company describes it. Volume III: the McKinsey 2021 telecom figure, Estonia public-service figures and the J. C. Penney sales decline sourced to primary documents, including the company's Form 10-K. Literature paragraphs with peer-reviewed sources added to the doctrinal chapters of all three volumes. |
| Copyedit | A full copyedit of all four volumes for consistency of terms, abbreviations, cross-references, figure and table callouts, number and money style, and claims stated more strongly than their evidence. |
| Standard, Volume IV | A verbal-forms convention ("shall", "should", "may", "can") was added and applied to the rules. The revision history moved from the chapters into a Change Log. An open question on the treatment of goodwill in the Capital Integrity Index is recorded for the register committee, with a recommended interim disclosure (both figures, side by side); the recommendation is not a rule of the Standard. |
| Reader apparatus | A larger index with subentries and cross-references, chapter cross-references, graded exercises, worked cases in the applied chapters, and Accessibility and Corrections pages. |
Status of the Standard
No conformance opinion has been issued. There are no credential holders and no accredited firm. The Institute is not accredited to ISO/IEC 17024. There is no engagement data. The work has not been peer reviewed and has not been replicated outside the Institute.
Page first dated 17 October 2026.