There’s a fear that sits underneath almost every conversation about hiring someone to audit your customer experience, and it rarely gets said out loud. It goes like this: I’ll spend the money, wait a few weeks, and get back a very handsome document that tells me what I already suspected, in a font I can’t quite read, with a recommendation to “improve the customer journey.”
» Read the article |
|
|
|
Guest Post from Arlen Meyers |
It’s pothole season so be careful when you are driving. If you hit a pothole, it might throw your front end out of alignment When your front end is out of alignment, it means the angles of your wheels are no longer set to the manufacturer’s specifications. This affects how the wheels contact the road, which can change ...
» Read the article |
|
|
|
Picture the meeting. It’s eighteen months from now, and the strategy your team spent the autumn building has not worked. The numbers are down, the board is asking pointed questions, and somebody at the far end of the table says what everyone is now thinking: “We saw this coming, didn’t we?”
» Read the article |
|
|
|
Guest Post from Geoffrey Moore |
Two topics that have been on my mind a lot lately are generative AI and trapped value, so I am delighted to have them come together in a single blog. Here’s how it plays out. Releasing trapped value is the engine that fuels ROI from technology deployments. All systems trap value somewhere in ...
» Read the article |
|
|
|
Most executive teams already believe that employee experience matters. Ask them in a planning meeting and you’ll get nods all around the table. Then ask the harder question: what is a specific improvement to the employee experience worth, in dollars, next year? The nods stop.
» Read the article |
|
|
|
Guest Post from Mike Shipulski
|
When you push, you make it easy for people resist. When you break trail, you make it easy for them to follow. Efficiency is overrated, especially when it interferes with effectiveness. Make it easy for effectiveness to carry the day.
» Read the article |
|
|
|
Delaware, where roughly two-thirds of Fortune 500 companies are incorporated, is developing a draft framework for a new entity called an Artificial Intelligence Company, or AIC. Under the proposal, an AI agent — not a human — would manage day-to-day affairs. The company could sign contracts, hold property, and sue or be sued in its own name. A single member would ...
» Read the article |
|
|
|
Guest Post from Shep Hyken |
Transparency is an overused word. I’m even guilty of using the word—and writing about it. When a company has to explain that they are transparent, while they may be telling customers they are open and honest, there’s another message that may cause the customer to ask, “Why do you have to ...
» Read the article |
|
|
|
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 ...
» Read the article |
|
|
|
Ready to take the next step?
Book a keynote speech or experience audit, commission a webinar or white paper, or setup a podcast appearance at info@bradenkelley.com.
And, reply to this email if you would like to contribute articles to this newsletter and follow me on LinkedIn!
Sincerely,
Your Host - Braden Kelley
|
|
|
|
| Human-Centered Change & Innovation Weekly hosted by Braden Kelley, Seattle, WA, USA |
|
|
|
