Welcome to the latest edition of Human-Centered Change & Innovation Weekly and to the Year of the Snake. May lots of new knowledge fill this year with possibility!
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The contact center remains the single most critical point of human truth for a brand. It is where marketing promises meet operational reality. The challenge today, as highlighted by leaders like Bruce Gilbert of Young Energy at Customer Contact Week(CCW) in Nashville recently, is profound: Customers expect ...
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Guest Post from Art Inteligencia |
In our increasingly Agile World, the pace of decision-making often determines the pace of innovation. Traditional hierarchical structures, designed for stability and control, frequently become bottlenecks, slowing progress and ...
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Guest Post from Mike Shipulski
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If you’re dissatisfied, there’s a reason. If you’re dissatisfied, there’s hope for us all. If you’re not dissatisfied, there’s no forcing function for change. If you’re not dissatisfied, the status quo will carry the day.
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Guest Post Geoffrey Moore |
When social media first appeared on the scene, many of us had high hopes it could play a positive role in community development and civic affairs, as indeed it has. What we did not anticipate was the long-term impact of the digital advertising model that supported it. That model is based on click-throughs, and ...
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I’m flattered that people have been quoting my keynote speeches and my first two books 'Stoking Your Innovation Bonfire' and 'Charting Change' (now in its Second Edition). So, I’m making some of my favorite quotes available from myself and other thought leaders in a fun, visual, easily shareable format.
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Guest Post from Robyn Bolton |
Last week, I shared that 74% of executives believe that their organizations will cease to exist in ten years. They believe that strategic transformation is required, but cite the obvious problem of organizational inertia and the easy scapegoat of people’s resistance to change. Great. Now we know the problem. What’s the solution?
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Guest Post from Shep Hyken |
I’ve been reviewing my customer experience research, specifically the section on the future of customer service and AI (Artificial Intelligence). A few findings prove that customers are frustrated and lack confidence in how companies are using AI:
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Guest Post from Greg Satell |
In his book, Thinking, Fast and Slow, Nobel laureate Daniel Kahneman explained that there are two modes of thinking that we use to make decisions, which he calls “System 1” and “System 2.” The first is more instinctual and automatic, the second more rational and deliberative. We need to use both to ...
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As 2025 continues, we hope your year is excellent so far. Please be sure and follow me on LinkedIn!
I hope you enjoyed this week's contributions from our guest authors. Future editions will arrive each Tuesday.
Please direct all speaking and workshop requests, commissioned writing inquiries, and podcast appearance queries to info@bradenkelley.com.
And, reply to this email if you would like to contribute articles to this newsletter.
Sincerely,
Your Host - Braden Kelley
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| Human-Centered Change & Innovation Weekly hosted by Braden Kelley, Seattle, WA, USA |
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