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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Guest Post from Noel Sobelman |
Across industries, executive teams craft long-range plans (LRPs) with confident projections for revenue growth, market expansion, and innovation impact. But when it comes time to deliver, product development pipelines often tell a different story. This misalignment, between the top-down assumptions ...
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One of the sessions I had the opportunity to attend at Customer Contact Week in Nashville featured Brian Cantor (Customer Management Practice), Gene Kropfelder (Ally Financial) and Scott Rhinehart (Alorica). Two overarching themes of the session were that bringing technology and human elements together continues to be a challenge and that with every interaction you are either building or destroying ...
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Guest Post from Mike Shipulski
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Innovation is a hot topic. Everyone wants to do it. And everyone wants a simple process that works step-wise – first this, then that, then success. But Innovation isn’t like that. I think it’s more effective to think of innovation as a result. Innovation as something that emerges from ...
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Guest Post from David Burkus |
What if your company announced that, moving forward, it would be place customers second on its list of priorities? Sounds crazy. The customer is always right. Surely the customer is always first as well. But that’s exactly what Vineet Nayar, CEO of HCL Technologies did over a decade ago. He announced that the company’s senior leaders would be ...
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Last week I had the opportunity to attend Customer Contact Week (CCW) in Nashville, Tennessee and learn that the familiar, frustrating tyranny of the touch-tone IVR (Interactive Voice Response) system is finally ending. For too long, the gateway to customer service has felt like a maze designed to prevent contact, not facilitate it. But thanks to ...
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Guest Post from Geoffrey A. Moore |
Ethics partners with metaphysics in order to create strategies for living. Metaphysics provides the situation analysis and ethics the prescribed course of action. The two are indispensable to one another. Metaphysics without ethics is idle speculation, ethics without metaphysics, arbitrary action. Taken together, however, they supply our fundamental equipment for living.
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Guest Post from Robyn Bolton |
As a kid, you’re taught that when you’re lost, stay put and wait for rescue. Most executives are following that advice right now—sitting tight amid uncertainty, hoping someone saves them from having to make hard choices and take innovation risk. This year’s Nobel Prize winners in Economics have bad news ...
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I recently had the privilege of sitting down with Mario Matulich, President of Customer Management Practice, at Customer Contact Week (CCW) in Nashville. As an organization celebrating its 25th anniversary, CCW has been a critical barometer for the entire customer experience and contact center industry. Our conversation wasn’t just a look back, but a powerful ...
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Guest Post from Shep Hyken |
Just in case you didn’t know, I have a weekly customer service and Customer Experience (CX) podcast, Amazing Business Radio, that has been running for 12 years. Each week, I get the honor of interviewing some very smart people. Recently, I met Eric Stone, author of Jumpstart Your Workplace Culture. One of the topics we discussed was the WOW experience.
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Guest Post from Greg Satell |
The Argentinian writer Jorge Borges had a fascination with a concept known as the infinite monkey theorem. The idea is that if you had an infinite amount of monkeys pecking away at an infinite amount of typewriters, they would randomly create the collected works of Tolstoy and every other masterwork ever written (or that could be written).
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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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