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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Your dashboard says customers are satisfied. CSAT is green. The quarterly deck gets a polite nod. Meanwhile, expansion stalls, renewals quietly soften, and support costs creep up — and nobody can point to a single “bad” survey score that explains it. That isn’t a mystery. It’s a ...
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Guest Post from David Burkus |
Leaders are learners. That’s not really disputed. You have to be a pretty strong learner to even get into a leadership role. And most people agree that you have to be continuously learning as a leader as well. The problem is that what is common knowledge is not always common practice. As the demands of the ...
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Throughout history, every major technological revolution has fundamentally altered the landscape of scarcity. The Industrial Revolution transitioned physical labor from a precious commodity into an abundant input; the Information Age did the same for data; and the Internet democratized communication, rendering the ...
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Guest Post from Geoffrey Moore |
In a time of increasing polarization, amplified by social media and exacerbated by malicious actors, we all need to deepen our understanding of just what we are into. Polarization, as I described in a previous blog on this subject, is best understood as an artifact of people binding their identities to explanatory narratives that validate their experience of the world, especially those experiences that activate their deepest fears. Binding to ...
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If you’ve run your numbers through the CX ROI Calculator, you already have a real, defensible number — built on your churn rate, your revenue per customer, and the same research-backed value chain I’ve written about before. That number is useful. It’s also almost certainly an undercount, and it’s worth understanding exactly why before you present it as the whole picture.
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Guest Post from Mike Shipulski
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If you don’t have a problem, you’ve got a big problem. It’s important to know where a problem happens, but also when it happens. Solutions are 90% defining and the other half is solving. To solve a problem, you’ve got to understand things as they are.
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Guest Post from Shep Hyken |
This article answers the question: How can a company grow and outperform competitors without relying on Google search rankings or paid advertising? What company doesn’t want to rank high in Google searches? When a customer is looking for whatever you sell, wouldn’t you want to be ranked at the top of the first page?
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Guest Post from Greg Satell |
In 1988, a young management student named John Krafcik published an article in MIT’s Sloan Management Review entitled, Triumph of the Lean Production System. Based on his study of 90 manufacturing plants in 20 countries, it argued that manufacturing could be made vastly more productive, while improving ...
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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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