Category Archives: Change

Save on Charting Change Hardcover until December 31st

Charting Change for an Outstanding 2023

Wow! Exciting news!

From now until December 31, 2023 you can get the hardcover version of my latest best-selling book Charting Change for only $19.99 (60% off), including free shipping worldwide*!

Sorry, unfortunately this sale doesn’t have a discount on the eBook.

UPDATE: You can also now get the eBook for $19.99 using code HOL50 using any of the links in this post, also until December 31, 2023.

I created the Human-Centered Change methodology to help organizations get everyone literally all on the same page for change. The 70+ visual, collaborative tools are introduced in my book Charting Change, including the powerful Change Planning Canvas™. The toolkit has been created to help organizations:

  • Beat the 70% failure rate for change programs
  • Quickly visualize, plan and execute change efforts
  • Deliver projects and change efforts on time
  • Accelerate implementation and adoption
  • Get valuable tools for a low investment

You must go to SpringerLink for this Cyber Sale:

  • The offer is valid until December 31, 2023 on the hardcover only

Click here to get this hardcover deal (includes free shipping worldwide*)

Quick reminder: Everyone can download ten free tools from the Human-Centered Change methodology by going to its page on this site via the link in this sentence, and book buyers can get 26 of the 70+ tools from the Change Planning Toolkit (including the Change Planning Canvas™) by contacting me with proof of purchase.

*This offer is valid for selected English-language Springer & Palgrave hardcover books and is redeemable on link.springer.com only. Titles affected by fixed book price laws, forthcoming titles and titles temporarily not available on springer.com are excluded from this promotion, as are reference works, handbooks, encyclopedias, subscriptions, or bulk purchases. The currency in which your order will be invoiced depends on the billing address associated with the payment method used, not necessarily your preferred currency. Regional VAT/tax may apply. Promotional prices may change due to exchange rates. This offer is valid for individual customers only. Booksellers, book distributors, and institutions such as libraries and corporations please visit springernature.com/contact-us. This promotion does not work in combination with other discounts or gift cards. Promotional prices may change due to exchange rates.

Top 10 Human-Centered Change & Innovation Articles of November 2023

Top 10 Human-Centered Change & Innovation Articles of November 2023Drum roll please…

At the beginning of each month, we will profile the ten articles from the previous month that generated the most traffic to Human-Centered Change & Innovation. Did your favorite make the cut?

But enough delay, here are November’s ten most popular innovation posts:

  1. A Quantum Computing Primer — by Greg Satell
  2. Disagreements Can Be a Good Thing — by Mike Shipulski
  3. What’s Your Mindset — by Dennis Stauffer
  4. We Are Killing Innovation in America — by Greg Satell
  5. Two Kinds of Possible — by Dennis Stauffer
  6. Eddie Van Halen, Simultaneous Innovation and the AI Regulation Conundrum — by Pete Foley
  7. Five Secrets to Being a Great Team Player — by David Burkus
  8. Be Clear on What You Want — by Mike Shipulski
  9. Overcoming Your Assumptions — by Dennis Stauffer
  10. Four Things All Leaders Must Know About Digital Transformation — by Greg Satell

BONUS – Here are five more strong articles published in October that continue to resonate with people:

If you’re not familiar with Human-Centered Change & Innovation, we publish 4-7 new articles every week built around innovation and transformation insights from our roster of contributing authors and ad hoc submissions from community members. Get the articles right in your Facebook, Twitter or Linkedin feeds too!

Have something to contribute?

Human-Centered Change & Innovation is open to contributions from any and all innovation and transformation professionals out there (practitioners, professors, researchers, consultants, authors, etc.) who have valuable human-centered change and innovation insights to share with everyone for the greater good. If you’d like to contribute, please contact me.

P.S. Here are our Top 40 Innovation Bloggers lists from the last three years:

Subscribe to Human-Centered Change & Innovation WeeklySign up here to get Human-Centered Change & Innovation Weekly delivered to your inbox every week.

Four Things All Leaders Must Know About Digital Transformation

(But Most Don’t)

Four Things All Leaders Must Know About Digital Transformation

GUEST POST from Greg Satell

Today, technology has become central to how every business competes. Futuristic advancements like artificial intelligence, big data and cloud computing are no longer pie-in-the-sky propositions, but mission critical initiatives that leaders are racing to implement within their organizations.

Unfortunately, most of these initiatives fail. In fact, McKinsey found that fewer than a third of organizational transformations succeed. That’s incredibly sobering. Imagine any other initiative with that type of expected return not only getting consistently funded, but enthusiastically viewed as a smart bet on the future.

Yet digital transformation doesn’t have to be a sucker’s bet. The truth is that digital transformation is human transformation and that’s where you need to start. Initiatives fail because organizations habitually get blinded by the “gee-whiz” aspects of technology, don’t focus on clear business objectives, scale too fast and then declare victory way too early.

1. Focus on People First, Technology Second

At first, digital transformation seems fairly straightforward. There are many capable vendors that can competently implement cloud technology, automation, artificial intelligence applications or whatever else you’re looking for. So, theoretically at least, a standard procurement process should be effective in sourcing and executing a project.

Yet consider how the the nature of work has changed has changed over the last few decades, due to technological shifts. We spend far less time quietly working away at our desks and far more interacting with others. Much of the value has shifted from cognitive skills to social skills and collaboration has increasingly become a competitive advantage. New technologies such as the cloud and AI will only strengthen and accelerate these trends.

The truth is that value never disappears it just shifts to another place. Consider the case of bank tellers. There are more than twice the number of bank tellers today than there were before ATM machines, but the work they do is vastly different. They are no longer there to execute transactions, but to advise, solve problems and up-sell. That takes very different skills.

So the first step towards a successful digital transformation is not the technology itself, but thinking about how you can empower your people through it. Where do you expect value to shift to? What new skills will your people need to learn in order to succeed? How can technology help them get where they need to be to serve your customers well?

2. Establish Clear Business Outcomes

Another common mistake executives make when implementing new technology is to focus on the capabilities of the technology itself, rather than the business outcome you hope to achieve. Are you trying to drive transactions, improve service and customer experience or something else entirely? You need to determine that before you can even think about a technical approach.

That’s why every transformational effort should involve operational managers, partners and front-line workers from the start. You need also to talk to customers and see what they actually value, rather than what would simply help operations to run smoother. From there, you can begin to develop a vision for how your business can function differently.

For example, when Barry Libenson first arrived at the data giant Experian as Global CIO in 2015, he spent his first few months talking to customers and the business units that served them. Everywhere he went, he found the same thing: what customers valued most was access to real-time data, which his company’s existing infrastructure could not provide.

From there, the path forward was fairly simple, but not easy. He needed to shift his company from a traditional on-site server architecture to the cloud. That took him three years to accomplish, but it transformed Experian’s business, empowered new business models and led to new revenue streams.

3. Identify A Keystone Change

Once the vision is in place, the tendency, all too often, is to embark on what becomes a “five-year death march” to achieve it. In the end, everybody ends up frustrated, angry and, inevitably, it turns out that by the time the vision is achieved, the technology is out of date.

So instead of trying to swallow the entire vision whole, it’s best to start out with a keystone change. Think about a clear and tangible goal you can achieve in the near term that would require the involvement of multiple stakeholders and pave the way for future, more complex initiatives in the future.

One way to do this is to choose a solution that will help people with tedious, mundane tasks rather than create a new capability. It’s much easier to get people excited by reducing the time and effort they have to expend on something they hate then it is to push them to adopt something new. You always want to attract and empower, rather than bribe or coerce.

For example, in Experian’s case, Libenson started out by creating internal API’s rather than building customer facing features. These didn’t create an enormous impact, but they showed what was possible and built momentum for the larger vision.

4. Treat Transformation As A Journey, Not A Destination

Perhaps the most dangerous part of any transformation is when the initial objectives have been achieved. That’s when motivation begins to weaken and complacency sets in. In my book, Cascades, I call this problem surviving victory and it is a crucial element of every transformational effort.

The key to surviving victory is to plan for it from the start. In Experian’s case, the journey was never about the cloud. That was merely a destination. The vision was always to serve customers better and to develop new business models. That’s why Libenson focused not only on implementing technology, but indoctrinating new values and beliefs.

“Having gone through this transformational process over the past three years and seeing concrete business results, we are much better positioned to adopt those technologies,” he told me. “We’ve made the changes in culture, our organizational structure and skills to be able to adopt new technologies quickly, completely and with better collaboration with our customers.”

That emphasis on values is key, because to change fundamental behaviors you first have to change fundamental beliefs and digital transformation is always about empowering action. Keep your eye on that and you will be likely to succeed where most others fail.

— Article courtesy of the Digital Tonto blog and an earlier version appeared on Inc.com
— Image credit: Pixabay

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Thanksgiving Sale on Charting Change

Thanksgiving Sale on Charting Change

Wow! Exciting news!

My publisher is having a Thanksgiving sale that will allow you to get the hardcover or the digital version (eBook) of my latest best-selling book Charting Change for 55% off!

Including FREE SHIPPING WORLDWIDE! *

I created the Human-Centered Change methodology to help organizations get everyone literally all on the same page for change. The 70+ visual, collaborative tools are introduced in my book Charting Change, including the powerful Change Planning Canvas™. The toolkit has been created to help organizations:

  • Beat the 70% failure rate for change programs
  • Quickly visualize, plan and execute change efforts
  • Deliver projects and change efforts on time
  • Accelerate implementation and adoption
  • Get valuable tools for a low investment

You must go to SpringerLink for this Cyber Sale:

  • The offer is valid until November 30, 2023 only using code CYB23

Click here to get this deal using code CYB23 and save 55%!

Quick reminder: Everyone can download ten free tools from the Human-Centered Change methodology by going to its page on this site via the link in this sentence, and book buyers can get 26 of the 70+ tools from the Change Planning Toolkit (including the Change Planning Canvas™) by contacting me with proof of purchase.

*This offer is valid for selected English-language Springer & Palgrave books and eBooks and is redeemable on link.springer.com only. Titles affected by fixed book price laws, forthcoming titles and titles temporarily not available on link.springer.com are excluded from this promotion, as are reference works, handbooks, encyclopedias, subscriptions, or bulk purchases. The currency in which your order will be invoiced depends on the billing address associated with the payment method used, not necessarily your preferred currency. Regional VAT/tax may apply. Promotional prices may change due to exchange rates. This offer is valid for individual customers only. Booksellers, book distributors, and institutions such as libraries and corporations please visit springernature.com/contact-us. This promotion does not work in combination with other discounts or gift cards.

Book Giveaway – Charting Change

November 10, 2023 from 8:30-11:30 AM in Issaquah, WA

Charting Change for an Outstanding 2023

Wow! Crazy news!

In honor of Veterans Day I will be giving away up to 20 copies of my bestselling book Charting Change at the East Lake Sammamish Starbucks tomorrow, November 10, 2023 from 8:30am-11:30am until the last copy in the box is gone. That’s about $1,000 worth of books.

Usually people give Veteran’s like me a thank you offer. But, I thought I would flip it around to help spread the benefits of the human-centered change methodology even farther and wider for the benefit of non-profit, for-profit and governmental organizations looking to plan and execute transformations and change initiatives.

Here is a map of the Starbucks location where I will be giving away the books:

I created the Human-Centered Change methodology to help organizations get everyone literally all on the same page for change. The 70+ visual, collaborative tools are introduced in my book Charting Change, including the powerful Change Planning Canvas™. The toolkit has been created to help organizations:

  • Beat the 70% failure rate for change programs
  • Quickly visualize, plan and execute change efforts
  • Deliver projects and change efforts on time
  • Accelerate implementation and adoption
  • Get valuable tools for a low investment

REMINDER: I will be at this Starbucks from 8:30am-11:30am or until the twenty (20) books are gone ($49.99 retail value each).

SPECIAL BONUS: Whether you stop by to grab a copy of the book, or already have one, anyone who stops by and leaves their business card or email address will be entered into a drawing to win one of two (2) LIFETIME Change Planning Toolkit™ licenses (a $36,999 value with a discounted retail price of $999.99/each).

Additional reminder: Everyone can download ten free tools from the Human-Centered Change methodology by going to its page on this site via the link in this sentence, and book buyers can get 26 of the 70+ tools from the Change Planning Toolkit (including the Change Planning Canvas™) by contacting me with proof of purchase. Annual toolkit licenses are available for as little as $99.99/year (there are site/city/state/country licenses as well).

Happy Veterans Day!

Eddie Van Halen, Simultaneous Innovation and the AI Regulation Conundrum

Eddie Van Halen, Simultaneous Innovation and the AI Regulation Conundrum

GUEST POST from Pete Foley

It’s great to have an excuse to post an Eddie Van Halen video to the innovation community.  It’s of course fun just to watch Eddie, but I also have a deeper, innovation relevant reason for doing so.

Art & Science:  I’m a passionate believer in cross-pollination between art and science.  And I especially believe we can learn a great deal from artists and musicians like Eddie who have innovated consistently over a career.  Dig into their processes, and we see serial innovators like The Beatles, Picasso, Elton John, Bowie, George Martin, Freddie Mercury, William Gibson, Lady Gaga, Paul Simon and so many others apply techniques that are highly applicable to all innovation fields. Techniques such as analogy, conceptual blending, collaboration, reapplication, boundary stretching, risk taking, learning from failure and T-Shaped innovation all crop up fairly consistently.  And these creative approaches are typically also built upon deep expertise, passion, motivation, and an ability to connect with future consumer needs, and to tap into early adopters and passionate consumers.  For me at least, that’s a pretty good innovation toolkit for innovation in any field.  Now, to be fair, often their process is intuitive, and many truly prolific artists are lucky enough to automatically and intuitively ‘think that way’. But understanding and then stealing some of their techniques, either implicit or explicit, can be a great way to both jump-start our own innovative processes, and also to understand how innovation works. As Picasso said, ‘great artists steal’, but I’d argue that so do good innovators, at least within the bounds allowed by the patent literature!

In the past I’ve written quite a lot about Picasso and The Beatles use of conceptual blending, Paul Simon’s analogies, reapplication and collaboration, Bowie’s innovative courage, and William Gibson’s ability to project s-curves.  Today, I’d like to to focus on some insights I see in the guitar innovations of Eddie.   

(a) Parallel or Simultaneous Innovation.  I suspect this is one of the most important yet under-appreciated concepts in innovation today. Virtually every innovation is built upon the shoulders of giants. Past innovations provide the foundation for future ones, to the point where once the pieces of the puzzle are in place, many innovations become inevitable. It still takes an agile and creative mind to come up with innovative ideas, but contemporary innovations often set the stage for the next leap forward. And this applies both to the innovative process, and also to a customers ability to understand and embrace it. The design of the first skyscraper was innovative, but it was made a lot more obvious by the construction of the Eiffel Tower. The ubiquitous mobile phone may now seem obvious, but it owes its existence to a very long list of enabling technologies that paved the way for it’s invention, from electricity to chips to Wi-Fi, etc.

The outcome of this ‘stage setting’ is that often even really big innovations occur simultaneously yet independently.  We’ve seen this play out with calculus (independently developed by Newton and Leibnitz), the atomic bomb, where Oppenheimer and company only just beat the Nazi’s, the theory of evolution, the invention of the thermometer, nylon and so many others.  We even see it in evolution, where scavenger birds vultures and condors superficially appear quite similar due to adaptations that allow them to eat carrion, but actually have quite different genetic lineages.  Similarly many marsupials look very similar to placental mammals that fill similar ecological niches, but typically evolved independently. Context has a huge impact on innovation, and similar contexts typical create parallel, and often similar innovations. As the world becomes more interconnected, and context becomes more homogenized, we are going to see more and more examples of simultaneous innovation.

Faster and More Competitive Innovation:  Today social media, search technology and the web mean that more people know more of the same ‘stuff’ more quickly than before.  This near instantaneous and democratized access to the latest knowledge sets the scene and context for a next generation of innovation that is faster and more competitive than we’ve ever seen.   More people have access to the pieces of the puzzle far more quickly than ever before; background information that acts as a precursor for the next innovative leap. Eddie had to go and watch Jimmy Paige live and in person to get his inspiration for ‘tapping’.  Today he, and a few million others would simply need to go onto YouTube.  He therefore discovered Paige’s hammer-on years after Paige started using them.  Today it would likely be days.  That acceleration of ‘innovation context’ has a couple of major implications: 

1.  If you think you’ve just come up with something new, it’s more than likely that several other people have too, or will do so very soon.   More than ever before you are more than likely in a race from the moment you have an idea! So snooze and you loose. Assume several others are working on the same idea.

2.  Regulating Innovation is becoming really, really difficult.  I think this is possibly the most profound implication.  For example, a very current and somewhat contentious topic today is if and how we should regulate AI.  And it’s a pretty big decision. We really don’t know how AI will evolve, but it is certainly moving very quickly, and comes with the potential for earthshaking pros and cons.  It is also almost inevitably subject to simultaneous invention.  So many people are working on it, and so much adjacent innovation is occurring, that it’s somewhat unlikely that any single group is going to get very far out in front.   The proverbial cat is out of the bag, and the race is on. The issue for regulation then becomes painfully obvious.   Unless we can somehow implement universal regulation, then any regulations simply slow down those who follow the rules.  This unfortunately opens the doors to bad actors taking the lead, and controlling potentially devastating technology.

So we are somewhat damned if we do, and damned if we don’t.  If we don’t regulate, then we run the risk of potentially dangerous technology getting out of control.  But if do regulate, we run the risk of enabling bad actors to own that dangerous technology.  We’ve of course been here before.  The race for the nuclear bomb between the Allies and the Nazi’s was a great example of simultaneous innovation with potentially catastrophic outcomes.   Imagine if we’d decided fission was simply too dangerous, and regulated it’s development to the point where the Nazi’s had got there first.  We’d likely be living in a very different world today!  Much like AI, it was a tough decision, as without regulation, there was a small but possible scenario where the outcome could have been devastating.    

Today we have a raft of rapidly evolving technologies that I’d both love to regulate, but am also profoundly worried about the unintended consequences of doing so.  AI of course, but also genetic engineering, gene manipulating medicines, even climate mediation and behavioral science!  With respect to the latter, the better we get at nudging behavior, and the more reach we have with those techniques, the more dangerous miss-use becomes.  

The core problem underlying all of this is that we are human.   Most people try to do the right thing, but there are always bad actors.  And even those trying to do the right thing all too often get it wrong.  And the more democratized access to cutting edge insight becomes, parallel innovation means the more contenders we have for mistakes and bad bad choices, intentional or unintentional. 

(b) Innovation versus Invention:  A less dramatic, but I think similarly interesting insight we can draw from Eddie lies in the difference between innovation and invention He certainly wasn’t the first guitarist to use the tapping technique.  That goes back centuries! At least as far as classical composer Paganini, and it was a required technique for playing the Chapman stick in the 1970’s, popularized by the great Tony Levin in King Crimson. It was also widely, albeit sparingly (and often obscurely) used by jazz guitarists in the 1950’s and 60’s. But Eddie was the first to feature it, and turn it into a meaningful innovation in of itself. Until him, nobody had packaged the technique in a way that it could be ‘marketed’ and ‘sold’ as a viable product. He found the killer application, made it his own, and made it a ‘thing’. I would therefore argue that he wasn’t the inventor, but he was the ‘innovator’.  This points to the value of innovation over invention.  If you don’t have the capability or the partners to turn an invention into something useful, its still just an idea.   Invention is a critical part of the broader innovation process, but in isolation it’s more curiosity than useful. Innovation is about reduction to practice and communication as well a great ideas

Art & science:  I love the arts.  I play guitar, paint, and photograph.  It’s a lot of fun, and provides a invaluable outlet from the stresses involved in business and innovation.  But as I suggested at the beginning, a lot of the boundaries we place between art and science, and by extension business, are artificial and counter-productive. Some of my most productive collaborations as a scientist have been with designers and artists. As a visual scientist, I’ve found that artists often intuitively have a command of attentional insights that our cutting edge science is still trying to understand.  It’s a lot of fun to watch Eddie Van Halen, but learning from great artists like him can, via analogy, also be surprisingly insightful and instructive.   

Image credits: Unsplash

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Top 10 Human-Centered Change & Innovation Articles of October 2023

Top 10 Human-Centered Change & Innovation Articles of October 2023Drum roll please…

At the beginning of each month, we will profile the ten articles from the previous month that generated the most traffic to Human-Centered Change & Innovation. Did your favorite make the cut?

But enough delay, here are October’s ten most popular innovation posts:

  1. A New Innovation Sphere — by Pete Foley
  2. Thinking Like a Futurist — by Ayelet Baron
  3. Crossing the Possibility Space — by Dennis Stauffer
  4. Twelve Digital Disruptions of Your Sales Cycle — by Geoffrey A. Moore
  5. How to Fix Corporate Transformation Failure — by Greg Satell
  6. The Biggest Customer Service Opportunity — by Shep Hyken
  7. Do You Prize Novelty or Certainty? — by Mike Shipulski
  8. What Pundits Always Get Wrong About the Future — by Greg Satell
  9. The Biggest Challenge for Innovation is Organizational Inertia — by Stefan Lindegaard
  10. What Company Do You See in the Mirror? — by Mike Shipulski

BONUS – Here are five more strong articles published in September that continue to resonate with people:

If you’re not familiar with Human-Centered Change & Innovation, we publish 4-7 new articles every week built around innovation and transformation insights from our roster of contributing authors and ad hoc submissions from community members. Get the articles right in your Facebook, Twitter or Linkedin feeds too!

Have something to contribute?

Human-Centered Change & Innovation is open to contributions from any and all innovation and transformation professionals out there (practitioners, professors, researchers, consultants, authors, etc.) who have valuable human-centered change and innovation insights to share with everyone for the greater good. If you’d like to contribute, please contact me.

P.S. Here are our Top 40 Innovation Bloggers lists from the last three years:

Subscribe to Human-Centered Change & Innovation WeeklySign up here to get Human-Centered Change & Innovation Weekly delivered to your inbox every week.






Innovativeness = Effectiveness

Innovativeness = Effectiveness

GUEST POST from Dennis Stauffer

What makes you effective? Is it your knowledge and experience? Is it your commitment? Is it perhaps luck sometimes? Simply put: Being effective is about making what you want to happen, happen. It’s about shaping the world around you to fit your hopes and dreams, and aspirations. About creating your desired future. That means something needs to change, or why bother, right? And when something needs to change, what you’re really doing is a form of innovation.

Your innovativeness and your effectiveness are closely intertwined. Becoming more innovative makes you more effective and therefore more successful. Both personal attributes are enhanced as you become more creative, imaginative, resourceful and observant. As you become more skilled at managing the inevitable changes we all confront, you’re better positioned to find—and lead—your way through them.

Innovation and effectiveness both demand that you’re able to somehow account for the realities you face, while at the same time shifting those realities. This world is a dynamic place, it’s always fluid and evolving. You need to align with those changes, even as you attempt to make changes.

Whether you’re launching a new product or venture, trying to advance your career, or maybe start—or repair—a personal relationship, your challenge is not to just go do what needs to be done. It’s to figure out what needs to be done, to get to where you want to be. In other words, effectiveness and innovativeness are complementary. To be effective, you need to be innovative, and the more innovative you are, the more effective you’re likely to be.

Here is a video version of this post:

The Innovator Mindset YouTube channel brings you weekly tips, tricks and insights into how to be more creative, innovative, resourceful imaginative and open–all the things that innovation requires, and that you need to be effective.

Image Credit: Pixabay

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An Innovation Rant: Just Because You Can Doesn’t Mean You Should

An Innovation Rant: Just Because You Can Doesn’t Mean You Should

GUEST POST from Robyn Bolton

Why are people so concerned about, afraid of, or resistant to new things?

Innovation, by its very nature, is good.  It is something new that creates value.

Naturally, the answer has nothing to do with innovation.

It has everything to do with how we experience it. 

And innovation without humanity is a very bad experience.

Over the last several weeks, I’ve heard so many stories of inhuman innovation that I have said, “I hate innovation” more than once.

Of course, I don’t mean that (I would be at an extraordinary career crossroads if I did).  What I mean is that I hate the choices we make about how to use innovation. 

Just because AI can filter resumes doesn’t mean you should remove humans from the process.

Years ago, I oversaw recruiting for a small consulting firm of about 50 people.  I was a full-time project manager, but given our size, everyone was expected to pitch in and take on extra responsibilities.  Because of our founder, we received more resumes than most firms our size, so I usually spent 2 to 3 hours a week reviewing them and responding to applicants.  It was usually boring, sometimes hilarious, and always essential because of our people-based business.

Would I have loved to have an AI system sort through the resumes for me?  Absolutely!

Would we have missed out on incredible talent because they weren’t out “type?”  Absolutely!

AI judges a resume based on keywords and other factors you program in.  This probably means that it filters out people who worked in multiple industries, aren’t following a traditional career path, or don’t have the right degree.

This also means that you are not accessing people who bring a new perspective to your business, who can make the non-obvious connections that drive innovation and growth, and who bring unique skills and experiences to your team and its ideas.

If you permit AI to find all your talent, pretty soon, the only talent you’ll have is AI.

Just because you can ghost people doesn’t mean you should.

Rejection sucks.  When you reject someone, and they take it well, you still feel a bit icky and sad.  When they don’t take it well, as one of my colleagues said when viewing a response from a candidate who did not take the decision well, “I feel like I was just assaulted by a bag of feathers.  I’m not hurt.  I’m just shocked.”

So, I understand ghosting feels like the better option.  It’s not.  At best, it’s lazy, and at worst, it’s selfish.  Especially if you’re a big company using AI to screen resumes. 

It’s not hard to add a function that triggers a standard rejection email when the AI filters someone out.  It’s not that hard to have a pre-programmed email that can quickly be clicked and sent when a human makes a decision.

The Golden Rule – do unto others as you would have done unto you – doesn’t apply to AI.  It does apply to you.

Just because you can stack bots on bots doesn’t mean you should.

At this point, we all know that our first interaction with customer service will be with a bot.  Whether it’s an online chatbot or an automated phone tree, the journey to a human is often long and frustrating. Fine.  We don’t like it, but we don’t have a choice.

But when a bot transfers us to a bot masquerading as a person?  Do you hate your customers that much?

Some companies do, as my husband and I discovered.  I was on the phone with one company trying to resolve a problem, and he was in a completely different part of the house on the phone with another company trying to fix a separate issue.  When I wandered to the room where my husband was to get information that the “person” I was talking to needed, I noticed he was on hold.  Then he started staring at me funny (not as unusual as you might think).  Then he asked me to put my call on speaker (that was unusual).  After listening for a few minutes, he said, “I’m talking to the same woman.”

He was right.  As we listened to each other’s calls, we heard the same “woman” with the same tenor of voice, unusual cadence of speech, and indecipherable accent.  We were talking to a bot.  It was not helpful.  It took each of us several days and several more calls to finally reach humans.  When that happened, our issues were resolved in minutes.

Just because innovation can doesn’t mean you should allow it to.

You are a human.  You know more than the machine knows (for now).

You are interacting with other humans who, like you, have a right to be treated with respect.

If you forget these things – how important you and your choices are and how you want to be treated – you won’t have to worry about AI taking your job.  You already gave it away.

Image Credit: Pexels

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Fall Sale on Charting Change

Charting Change for an Outstanding 2023

Wow! Exciting news!

My publisher is having a back to school sale that will allow you to get the hardcover or the digital version (eBook) of my latest best-selling book Charting Change for 40% off!

Including FREE SHIPPING WORLDWIDE! *

I created the Human-Centered Change methodology to help organizations get everyone literally all on the same page for change. The 70+ visual, collaborative tools are introduced in my book Charting Change, including the powerful Change Planning Canvas™. The toolkit has been created to help organizations:

  • Beat the 70% failure rate for change programs
  • Quickly visualize, plan and execute change efforts
  • Deliver projects and change efforts on time
  • Accelerate implementation and adoption
  • Get valuable tools for a low investment

You must go to SpringerLink for this Cyber Sale:

  • The offer is valid until October 31, 2023 only using code HAL40

Click here to get this deal using code HAL40

SPECIAL UPDATE: On October 9-13, 2023 ONLY try the discount code 50off and save 50% off instead!

Quick reminder: Everyone can download ten free tools from the Human-Centered Change methodology by going to its page on this site via the link in this sentence, and book buyers can get 26 of the 70+ tools from the Change Planning Toolkit (including the Change Planning Canvas™) by contacting me with proof of purchase.

*This offer is valid for English-language Springer, books and eBooks in the aforementioned subject area(s) and is redeemable on link.springer.com only. Titles affected by fixed book price laws, forthcoming titles and titles temporarily not available on link.springer.com are excluded from this promotion, as are reference works, handbooks, encyclopedias, subscriptions, or bulk purchases. The currency in which your order will be invoiced depends on the billing address associated with the payment method used, not necessarily your home currency. Regional VAT/tax may apply. Promotional prices may change due to exchange rates. This offer is valid for individual customers only. Booksellers, book distributors, and institutions such as libraries and corporations please visit springernature.com/contact-us. This promotion does not work in combination with other discounts or gift cards.