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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We spend a remarkable amount of time rehearsing the wrong ending. In one popular story, artificial intelligence hollows out work, flattens craft, and leaves people performing the emotional leftovers of automation. That is a hard landing: humans demoted by systems that do more of everything, including the parts of work that used to ...
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Guest Post from David Burkus |
You just got promoted. Congratulations! But now you’re managing your friends. The people you used to grab lunch with, the ones you vented to about the boss, and the folks who knew every inside joke from your team Slack channel — they’re your team. And you’re their boss.
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We are living through a crisis of civic experience. People can feel that they’re being ripped off by their elected and administrative officials, but yet they lack a fair way to prove it. The future will not be built by louder arguments alone. It will be built by better comparisons: value delivered per dollar, relative to peers who look like us. That is the spark for ...
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Guest Post from Geoffrey Moore |
Now, let me be clear. I have nothing against delight. But the notion that it should be the goal of a business to delight its customers is folly. Delight, after all, is an evanescent experience that comes and goes pretty much as it pleases. It cannot be reliably evoked. More importantly, your customers, and particularly your B2B customers, are not paying you in order to ...
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Drum roll please… At the beginning of each month, we will profile the ten articles from the previous month that generated the most traffic to Human-Centered Change & Innovation. Did your favorite make the cut?
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Guest Post from Mike Shipulski
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How do you know when it’s time to reinvent your product, service or business model? If you add ten units of energy and you get less in return than last time, it’s time to work in new design space. If improvement in customer goodness (e.g., miles per gallon in a car) has slowed or stopped, it’s time to seek a new ...
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This is usually the last question someone asks before they’re ready to move forward, which means it deserves a direct answer rather than the consultant’s reflex of “it depends.” It does depend — but on a small, specific set of factors, and I’d rather walk you through exactly what they are than make you guess.
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Guest Post from Shep Hyken |
Will AI replace people? This is a question I’m often asked. In the customer service world, there are many who say AI will replace human-to-human support. It’s been predicted by the world’s most reputable consulting firms. However, executives from some of the largest and most recognizable brands on the planet have said that while AI is making for a better ...
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In the first piece in this series, we lit the spark: absolute spending debates rarely move the needle, while peer-relative value, what similar communities achieve per dollar, can. This article opens the instrument. Not the full DIY toolkit yet. The method. The experience architecture. The discipline that turns civic anger into ...
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Guest Post from Greg Satell |
In the late 90s Fortune magazine named Enron the most innovative company for six consecutive years, right up until the company collapsed in scandal. GE’s strategy of stack ranking was seen as a model to be emulated by other firms, even though there was no evidence it worked. McKinsey advised companies to ...
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Guest Post from Art Inteligencia |
The Paradigm Shift: Generative AI and real-time neural rendering are fundamentally decoupling an actor’s craft and visual identity from their physical body, availability, and natural lifespan. Cinema is transitioning from a discipline constrained by human logistics to an unconstrained digital canvas.
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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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