Welcome to the latest edition of Human-Centered Change & Innovation Weekly. Have you tried out the FREE Customer Experience ROI Calculator yet?
If you have a reaction to any of the articles, please go to it and leave a comment. We'd love to hear from you and start a dialogue!
If someone forwarded you this newsletter, please subscribe here. If not, please enjoy and forward it to your friends & colleagues and take our FREE Innovation Maturity Assessment.
|
|
|
|
Every Customer Experience (CX) leader I’ve worked with believes, correctly, that their organization needs a customer experience audit. Very few of them get the budget approved on the first try. The gap almost never comes down to whether the need is real — it comes down to whether the person championing it walked into the room prepared for the four questions ...
» Read the article |
|
|
|
Guest Post from Arlen Meyers |
Pitch fests happen almost every week somewhere in the US, They happen in primary schools, high schools, institutions of higher learning , incubators and accelerators. In addition, the spring and the fall are B school business plan competition season, so look for tweets about who won and pictures of those smiling millennial faces holding big ...
» Read the article |
|
|
|
“We already survey our customers” is the single most common objection I hear when I raise the idea of an experience audit, and it’s a reasonable one on the surface — why pay for a second measurement of the same thing? The honest answer is that a survey and an audit aren’t measuring the same thing at all. They’re not even measuring in the same ...
» Read the article |
|
|
|
Guest Post from Geoffrey Moore |
Category creation is a critical success factor for start-ups bringing to market a disruptive innovation that calls for a new ecosystem, to support a new class of use cases, funded by a new budget line item. If the category does not form, the start-ups have no place to hang their hat. They can acquire early adopter customers via a bespoke project approach, but they cannot scale any further without help from the rest of ...
» Read the article |
|
|
|
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.
» Read the article |
|
|
|
Guest Post from Mike Shipulski
|
If you know what to do, do it. Don’t ask, just do. If you’re pretty sure what to do, do it. Don’t ask, just do. If you think you may know what to do, do it. Don’t ask, just do. If you don’t know what to do, try something small. Then, do more of what works and less of what doesn’t.
» Read the article |
|
|
|
Guest Post from Shep Hyken |
This article answers the question: Are organizations not only paying attention to the feedback customers give but also to the feedback they unintentionally withhold? In the past few months, I’ve been writing and speaking about how trust fits into the customer experience. Trust is earned, and once earned, it results in a customer who has confidence to keep doing business with ...
» Read the article |
|
|
|
Guest Post from Greg Satell |
When we’re passionate about an idea, we want others to see it the same way we do, with all its beautiful complexity and nuance. We want to believe that if others can just understand it, they will embrace it. That’s why most change management practices focus on persuasion, explaining the need for change and creating ...
» Read the article |
|
|
|
Guest Post from Jason Hauer |
A near-miss on a London street became Škoda’s smartest marketing spend in years. The bigger idea: someone else’s AI has broken something in your category too, and fixing it might be your next ...
» Read the article |
|
|
|
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
|
|
|
|
| Human-Centered Change & Innovation Weekly hosted by Braden Kelley, Seattle, WA, USA |
|
|
|
