Welcome to the latest edition of Human-Centered Change & Innovation Weekly!
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by Braden Kelley and Art Inteligencia
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As a customer experience professional it is always surprising when I encounter a flawed experience that would have easily been caught if the experience had been walked by someone that’s distant from the experience design process – an auditor. To oversimplify things, think of it as secret shopping on steroids informed by the expertise and methods of ...
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Guest Post from David Burkus
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Managers make the difference. Middle managers especially play a crucial role in employee engagement and performance. However, many managers lack proper preparation for their role, and companies often fail to invest in robust leadership training. Great managers understand that their actions have ...
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Guest Post from Mike Shipulski
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If you use fewer natural resources, your product costs less.
If you use recycled materials, your product costs less.
If you use less electricity, your product ...
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Guest Post from John Bessant
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There are some questions in life which can be answered quickly, no real thought required, simple yes/no options. Others might involve a longer period of time, perhaps a pleasant exploration of the possibilities. Philosophical enquiries, searching for meaning in life, the universe, everything ...
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Guest Post from Robyn Bolton
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Once upon a time, in a lush forest, there lived a colony of industrious beavers known far and wide for their magnificent dams, which provided shelter and sustenance for many.
One day, the wise old owl who governed the forest decreed ...
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Guest Post from Shep Hyken |
In some of my customer service speeches, I joke that some customers aren’t worth doing business with. The way I position it in the speech is funny, but in reality, it’s pretty serious. Sometimes, a customer isn’t worth doing business with because they are truly a bad customer. The result could be ...
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Guest Post from Greg Satell |
The practice of change management is a relatively young discipline. It got its start in 1983, when a McKinsey consultant Julien Phillips published a paper in the journal, Human Resource Management. His ideas became McKinsey’s first ...
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As we approach the end of 2024, we hope your year has been going well 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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