Hit Refresh (publisher: Harper Collins) is a book that is the blueprint Nadella has in mind as he tries to change the culture of Microsoft from know-it-all to learn-it-all. The new culture at Microsoft is all about listening, learning more and talking less. The book is a terrific study in changing culture. Nadella’s decision to launch Windows 10 in Kenya instead of Sydney was an effort to build a culture of inclusion. Both countries have educated and tech savvy customers as well as skill gaps. Building a culture that obsesses about the customer is not easy.