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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Last month I had the opportunity to attend Customer Contact Week (CCW) in Nashville, Tennessee and following up on my article The Voicebots Are Coming I’d like to dig into what Shantel Love had to say about the importance of keeping employee engaged as artificial intelligence (AI) starts to take over, and a framework she shared that can help you do so.
» Read the article |
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Guest Post from Art Inteligencia |
A fundamental shift is underway in the world of e-commerce, moving control of the customer journey out of the hands of the brand and into the hands of the AI Agent. The recent lawsuit by Amazon against Perplexity regarding unauthorized access to user accounts by its agentic browser is not ...
» Read the article |
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Guest Post from Mike Shipulski
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A culture that demands predictable results cannot innovate. No one will have the courage to do work with the requisite level of uncertainty and all the projects will build on what worked last time. The only predictable result – the recipe will be wildly successful right up until the wheels fall off.
» Read the article |
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Guest Post from Stefan Lindegaard |
Over the past few decades working with corporate innovation, I’ve noticed recurring patterns especially when it comes to executive leadership. True, we shouldn’t put leaders in boxes. But we also can’t afford to ignore the signs. That’s why I created this visual: an overview of eight (8) types of innovation executives.
» Read the article |
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Last month I had the opportunity to attend Customer Contact Week (CCW) in Nashville, Tennessee and following up on my article The Voicebots Are Coming I’d like to dig into the idea that companies like Klarna explored of eliminating all humans from contact centers. After all, what could possibly go wrong?
» Read the article |
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Guest Post from Robyn Bolton |
One day, an architect visited the building site of his latest project. There he saw three people all laying bricks. He asked each what they were doing. “I’m laying bricks,” the first responded. “I’m building a wall,” said the second. “I’m building a cathedral,” exclaimed the third.
» Read the article |
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Guest Post from David Burkus |
The debate between leaders vs managers has been a long-standing conversation in professional circles. Some elevate the role of leaders, casting them as visionaries who inspire, while relegating managers to the shadows of administrative drudgery. But does this distinction really matter?
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Guest Post from Shep Hyken |
Amazon is known for its amazing customer experience, despite most customers never talking to an Amazon employee. How does this digital experience — with no human interaction—drive so much loyalty? The short answer is ...
» Read the article |
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Guest Post from Greg Satell |
The story of the Garden of Eden is one of the oldest in recorded history, belonging not only to the world’s three major Abrahamic faiths of Judaism, Christianity and Islam, but also having roots in Greek and Sumerian mythology. It’s the ultimate origin archetype: We were once pure, innocent and good, but then were ...
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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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