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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by Braden Kelley and Art Inteligencia |
In today’s hyper-competitive landscape, the battle for market share is no longer waged solely on product features or price points. It’s fought and won on the battleground of experience. From the first touchpoint to ongoing engagement, every interaction a customer, employee, or partner has with ...
» Read the article |
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Guest Post from Mike Shipulski
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Trust is the most important element in business. It’s not organizational authority, it’s not alignment, it’s not execution, it’s not best practices, it’s not competitive advantage and it’s not intellectual property. It’s trust.
» Read the article |
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Guest Post from David Burkus |
One-on-one meetings with employees are a crucial aspect of effective leadership. Organizations spent countless hours, money, and other resources trying to find the most qualified talent on board, and then spent more money to ...
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by Braden Kelley and Art Inteligencia |
I’ve long championed the idea that truly transformative experiences don’t happen by accident. They are meticulously designed, continually optimized, and deeply rooted in a profound understanding of the human beings they serve. In this quest for world-class experiences, two powerful entities emerge as indispensable partners: the Customer Advisory Board (CAB) and the Experience Management Office (XMO).
» Read the article |
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Guest Post from Robyn Bolton
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The data speaks for itself: Your employees don’t believe you practice customer-first leadership. According to Gallup’s research, only one in five of your people think you make decisions with customers in mind. That means four out of five watch you say one thing and do another. Every. Single. Day.
» Read the article |
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Guest Post from Shep Hyken |
How important is a social cause to your customers? More than half of the customers (62%) we surveyed for our 2025 annual customer service and customer service (CX) study said they prefer to do business with a brand that supports a social cause that is important to them. Fifty-two percent of customers said ...
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Guest Post from Greg Satell |
When Lou Gerstner was chosen to lead IBM in 1993, he was an unlikely revolutionary. A McKinsey consultant and then the successful CEO of RJR Nabisco, he was considered to be a pillar of the establishment. He would, however, turn out to be as subversive as any activist, transforming the company and saving it from near-death.
» Read the article |
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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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