Welcome to the latest edition of Human-Centered Change & Innovation Weekly. Have you tried out the FREE Customer Experience ROI Calculator yet?
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Announcing the Launch of a Free CX ROI Calculator: - Most executive teams already believe that customer experience (CX) matters. Almost none of them can say, in dollars, what a specific improvement found in a Customer Experience Audit is worth ...
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Guest Post from Stefan Lindegaard |
Most organizations and networks talk about stakeholder management. That usually means mapping interests, aligning priorities, and balancing influence (and even power). Useful, yes – but limited. With People Pools, I suggest a different lens. Instead of treating stakeholders as roles or entities to ...
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In the age of infinite answers, the ability to choose the right question — and the right path — becomes the ultimate human advantage. We are currently witnessing a massive, structural shift in the landscape of value. As we integrate artificial intelligence into our workflows, we are transitioning from a world defined ...
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Guest Post from Geoffrey Moore |
My social media maven, Rich Stimbra, forwarded me the following as a potential blog topic: Google’s revamped, AI-infused search is making businesses that depend on web search results anxious, and news publishers are already warning it could have “catastrophic” effects on the industry. Why? Google’s recently announced AI Overviews, that launched ...
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Every few years, Silicon Valley rediscovers a lesson the rest of the innovation world already knows: constraints don’t kill breakthroughs — they focus them. This week’s AI headlines make the point again. Moonshot’s Kimi K3 and Thinking Machines Lab’s Inkling are not “unlimited compute with unlimited budget” ...
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Guest Post from Mike Shipulski
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Anything worth its salt will meet with resistance. More strongly, if you get no resistance, don’t bother. There’s huge momentum around doing what worked last time. Same as last time but better; build on success; leverage last year’s investment; we know how to do it. Why are these arguments so appealing? Two ...
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We live in an age of hyper-abundant, instantaneous media. Live-streamed political debates, rapid-fire press conferences, corporate town halls, and unscripted interviews broadcast continuously across our screens. Yet, alongside this unprecedented access lies a compounding crisis: ...
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Guest Post from Shep Hyken |
What if AI started making buying decisions for your customers? Breaking news! It already is! And that means your marketing, sales and customer experience strategy may be in need of a major overhaul. One of my favorite business authors is Mark Schaefer. His books are always thought-provoking, relevant ...
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For a decade, “AI in customer experience” mostly meant better answers: chatbots that deflected, assistants that summarized, copilots that drafted. Helpful, imperfect, and still largely conversational. The agentic shift is different. Systems are no longer limited to recommending what a human should do. They ...
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Guest Post from Art Inteligencia |
Our current systems—whether they are agricultural supply chains, sprawling corporate real estate, or fragile urban grids—are fundamentally “silent” until the moment of failure. We have spent the last few decades obsessed with creating digital overlays to monitor our physical world, yet we remain constrained by ...
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Something uncomfortable is happening inside customer experience programs that still treat the survey as the source of truth. Response rates are falling — sometimes sharply — even when the questionnaire itself barely changes. The invitations still go out. The dashboards still refresh. The air getting thinner is the percentage of customers willing to talk to a form.
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Guest Post from Greg Satell |
In the 1990s, western-style liberal democracy was triumphant. The Berlin Wall had fallen and the Cold War had been won. Teams of diplomats and consultants rushed to spread the Washington Consensus, an agreed upon set of reforms that poor countries were pressured to undertake by their richer brethren.
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We are witnessing a profound behavioral migration away from typing fragmented queries into a text box toward engaging in fluid, multi-turn dialogue with generative AI assistants. Whether users are speaking directly to Gemini on Android and iOS devices or consulting ChatGPT and Claude for complex decision-making, the mechanics of discovery have fundamentally changed ...
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As 2026 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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