Category Archives: Customer Experience

How Bill Gates and Jeff Bezos Learn About Customer Experience

Leave a reply

When the CEO Picks Up the Phone

How Bill Gates and Jeff Bezos Learn About Customer Experience

GUEST POST from Shep Hyken

Jeff Bezos, the former CEO of Amazon, shared a fascinating leadership story on the Lex Fridman Podcast about how he wanted to ensure his customers received the best customer experience (CX). In Amazon’s early days, Bezos noticed a discrepancy between the “wait times” the customer support department was reporting and the feedback customers shared. The support team reported wait times of less than 60 seconds, but customers told a different story. Instead of asking for more data, Bezos took matters into his own hands. He picked up the phone during a meeting with the leadership team and called Amazon’s customer service number himself.

The result was a ten-minute wait!

That one phone call did more than just expose a problem. It demonstrated the kind of leadership that sets the tone for others to follow. When the CEO is willing to experience what customers experience, it sends a clear message: customer service and CX are more than a department or a strategy. They are everyone’s responsibility.

Frontline Experience

When Leaders Get Out of Their Offices

This story illustrates the importance of leaders getting out of their offices and experiencing what’s happening in the field or on the front line. Reading reports and analyzing data are part of the job, but when it comes to customer experience, nothing beats getting firsthand information.

Bezos, in effect, mystery shopped his company, pretending to be a customer. What he was really doing was trying to get to the truth. Sometimes the truth can be experienced directly, or it can be observed.

For example, as I wrote about in my book I’ll Be Back: How to Get Customers To Come Back Again and Again, Bill Gates, the founder of Microsoft, visited the company’s product support center and talked to customers. He sat down at a desk in a cubicle, put on a headset, picked up the phone and said, “Hello, this is Microsoft Product Support, William speaking. How can I help you?”

The beauty of these simple strategies, which provide firsthand information about what customers are experiencing, what they’re asking or what they’re complaining about, is that, for the cost of a little time and effort, they’re incredibly revealing. You don’t need surveys. You need to be willing to see your company through your customers’ eyes.

One other thought about what Bezos and Gates did. They didn’t keep their efforts a secret. When your team sees you personally calling your company or taking customer support calls, they understand that customer service and CX are a priority that starts at the top.

So, take a page from the Jeff Bezos and Bill Gates playbooks. Pick up the phone. Visit a store. Experience your website. Spend time on the front line. Experience and learn about your business as your customer would. You might be surprised by what you discover, and your customers are sure to appreciate the changes that follow.

Image credits: Unsplash

Subscribe to Human-Centered Change & Innovation WeeklySign up here to join 17,000+ leaders getting Human-Centered Change & Innovation Weekly delivered to their inbox every week.

Why a Customer Experience Audit is Non-Negotiable in 2026

2 Replies

An Analysis of ROI, Retention, and Brand Resilience

Why a Customer Experience Audit is Non-Negotiable in 2026

LAST UPDATED: February 7, 2026 at 8:20PM

by Braden Kelley and Art Inteligencia

In the current business landscape, the traditional boundaries of competition have dissolved. Pricing is transparent, product features are rapidly emulated, and global logistics have leveled the playing field for distribution. What remains as the final, most defensible frontier is Customer Experience (CX). However, many organizations operate on assumptions rather than evidence, relying on outdated journey maps that don’t account for the rise of generative AI, omnichannel complexity, and the heightened emotional expectations of the modern consumer.

A Customer Experience Audit is not merely a “health check”; it is a rigorous diagnostic process designed to uncover the “silent killers” of conversion and loyalty. It bridges the gap between how a company thinks it is performing and how the customer actually feels at every touchpoint. By systematically evaluating the friction, flow, and emotional resonance of the brand journey, organizations can transform from being reactive service providers to proactive experience leaders. Below, we explore the ten most compelling reasons to initiate this audit, backed by the latest industry data.

Top 10 Reasons to Conduct a CX Audit

1. Identify and Eliminate Friction Points

An audit maps the real-world customer journey to find where users drop off. Small changes to these “micro-moments” can yield massive returns.

  • The Statistic: Simplifying a complex sign-up form can increase successful registrations by 20% (Reform).
  • The Insight: 53% of consumers say being kept on hold alone is reason enough to stop doing business with a brand (Webex/Futurum Group).

2. Improve Customer Retention and Reduce Churn

Acquiring a new customer is significantly more expensive than keeping an existing one. Audits identify the specific negative experiences that drive customers to competitors.

  • The Statistic: Resolving CX issues can reduce churn by 85% (Esteban Kolsky).
  • The Insight: 60% of customers will leave a brand after just one or two negative experiences (Zoom, 2025).

3. Maximize Revenue and Upsell Opportunities

Satisfied customers aren’t just loyal; they are less price-sensitive and more open to higher-value offers.

  • The Statistic: Companies that excel at CX see an average 80% increase in revenue (Zippia/Zendesk).
  • The Insight: 61% of customers will spend at least 5% more with a brand they know provides a good experience (Emplifi).

4. Optimize the Onboarding Experience

The first post-purchase interaction sets the tone for the entire relationship. Audits ensure your onboarding isn’t frustrating or confusing.

  • The Statistic: Effective onboarding makes customers 92% more likely to renew their subscriptions (TSIA/OnRamp).
  • The Insight: Interactive and engaging onboarding content can boost early product usage by 55% (Wyzowl).

5. Validate AI and Automation Strategy

Many companies layer AI over broken processes. An audit ensures your bots are actually helping rather than “getting stuck in loops.”

  • The Statistic: AI adoption can increase the number of issues resolved per hour by 15% (Quarterly Journal of Economics, 2025).
  • The Insight: 80% of customers expect bots to escalate to a human when needed, but only 38% say this actually happens (Zoom, 2025).

6. Align Internal Silos

Audits reveal when different departments (Sales, Marketing, Support) are providing conflicting information, which destroys customer trust.

  • The Statistic: 90% of customers expect consistent interactions across all channels (SDL/Renascence).
  • The Insight: 54% of organizations cite “fragmented or siloed data” as their biggest barrier to leveraging customer insights (Zendesk).

7. Benchmark Against Competitors

In 2026, CX is the primary differentiator as products and pricing become easier to replicate.

  • The Statistic: 89% of businesses are expected to compete primarily on CX this year (Gartner/OnRamp).
  • The Insight: Customer-centric brands are 60% more profitable than those that do not focus on CX (Deloitte).

8. Personalize with Purpose

Generic “Dear [Name]” emails no longer count as personalization. Audits help you use data to anticipate needs and determine the most authentic places to personalize customer interactions and experiences.

  • The Statistic: Brands with mature personalization are 71% more likely to report high customer loyalty (Deloitte).
  • The Insight: 80% of consumers are more likely to purchase from a brand that offers tailored experiences (Epsilon).

9. Enhance Employee Satisfaction

When customers are frustrated, frontline employees bear the brunt of that anger. Fixing the CX reduces agent burnout.

  • The Statistic: 62% of respondents identified a defined relationship between Ex and Cx, stating that the impact was “large” or “significant” and measurable. (Workstep).
  • The Insight: Companies with strong CX leadership are 2x more likely to have engaged employees (Temkin Group).

10. Turn Feedback into Action

Most companies collect feedback, but few act on it. An audit creates a structured roadmap for implementation.

  • The Statistic: Acting on customer feedback can lead to a 25% reduction in churn (Forrester/Renascence).
  • The Insight: 77% of customers view a brand more favorably if they proactively invite and act on feedback (Microsoft).

Summary Table of Audit Benefits

Benefit Impact Metric Source
Revenue Growth 80% increase Zippia/Zendesk
Retention 25-30% improvement Martin Newman
Profitability 60% higher than peers Deloitte
Operational Efficiency 10-15% cost savings Martin Newman

Conclusion: From Insight to Transformation

A Customer Experience Audit is the bridge between organizational intention and customer reality. In an era defined by rapid technological shifts and declining brand loyalty, the ability to see your business through the eyes of the consumer is your greatest competitive advantage. The statistics provided throughout this analysis make a clear case: companies that invest in understanding and optimizing their journey are not just surviving—they are significantly outperforming their peers in revenue, retention, and employee engagement.

However, an audit is only as valuable as the actions that follow (for more see Customer Experience Audit 101). The true power of this process lies in its ability to align internal silos, validate high-stakes investments in AI, and foster a culture of continuous improvement. As we move further into 2026, the question for leadership is no longer whether you can afford to conduct a CX audit, but whether you can afford to continue operating without the clarity one provides. By prioritizing the human-centered elements of your business, you secure not just a transaction, but a long-term piece of your customer’s future.

Customer Experience Audit ROI Flipbook
Download the ‘Top 10 Reasons to Conduct a CX Audit’ flipbook PDF

Looking for someone to conduct an independent customer, partner or employee experience audit? Braden Kelley specializes in conducting these kinds of audits, mapping the relevant journeys and benchmarking your performance against select competitors.

Book Your Experience Audit Today

Image credits: ChatGPT

Content Authenticity Statement: The topic area, key elements to focus on, etc. were decisions made by Braden Kelley, with a little help from Google Gemini to clean up the article and add citations.

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

Samsung is Turning Customer Service into a Competitive Advantage

Leave a reply

Samsung is Turning Customer Service into a Competitive Advantage

GUEST POST from Shep Hyken

In the 1980s, Jan Carlzon was tasked with turning around Scandinavian Airlines, which had been losing money, and making it profitable. He achieved this by getting everyone to buy into a concept he called “The Moment of Truth.” The definition of this phrase was so straightforward that all Scandinavian Airlines employees could understand it and act accordingly. He defined The Moment of Truth as any time a customer (passenger) came into contact with the company, they had the opportunity to form an impression. All employees were tasked with managing these moments and creating positive impressions. That concept is every bit as valid today as it was over 40 years ago.

This idea is the same, and probably more so, for customer support, the “department” that handles complaints and problems. However, I’d like to paraphrase Carlzon’s timeless wisdom: Any time a customer comes into contact with the company’s customer support department, it is an opportunity to create loyalty.

When you create loyalty through a positive customer experience (CX), especially with customer support, several things happen. First, customers come back. Second, they spend more. Third, they trust the company more. And fourth, they become your best advertising in the form of word of mouth.

Mark Williams, the head of customer care at Samsung Electronics America, has been tasked with turning customer support into a loyalty machine. In a recent interview, he shared several important and powerful points that apply to any business:

Customer Service/Support Shouldn’t Be Just About Fixing Problems

A customer may reach out to the company about a problem, and when they finally finish with the interaction, they have a sense of confidence in the company. Every interaction, even when it starts with a complaint or problem, is an opportunity to turn the customer into a loyal customer and brand ambassador.

Customer Service can be Proactive, Not Just Reactive

This is a powerful concept: proactive customer service. Using technology, a company can anticipate problems. Technology is now being integrated into items to help identify problems, often before customers are even aware of them. For example, Samsung’s “smart appliances” can alert customers that the refrigerator is getting warm and help schedule a repair before all the food in the refrigerator and freezer spoils. Williams says, “Get to customers quicker and solve their problems before they even know they have a problem.”

AI Should Not Replace Humans

The more I talk to CX leaders, the more I hear that companies are not reducing their customer support teams because of AI. If anything, they recognize that AI is a tool that helps people, not replaces them. Williams says, “AI is not a replacement. It is an enhancement to make the experience better and let our agents focus on the customers so they can solve problems quicker and more accurately.” Furthermore, when AI is used internally to assist employees, it delivers the right information in a timely manner and empowers them to create a better customer experience. For complicated issues, AI supports the agent while they resolve customer issues and work on rebuilding the customer’s trust in the brand.

The Three S’s of an Amazing Customer Experience

Williams shared his three core principles for delivering an experience that creates loyalty:

  1. Speed: Reduce the time it takes to resolve a customer’s issue. The sooner, the better. Williams is proud that Samsung’s repair network for consumer electronics covers 99% of the U.S. Eight out of 10 Americans (81%) are within 30 minutes of getting their products serviced. That’s actually convenience combined with speed, a powerful combination.
  2. Simplicity: Make it easy for customers to do business with you. Remove confusing policies and anything else that is inconvenient for the customer. Listen to your front-line employees who are actively listening to your customers to get ideas on how to create a simpler and more convenient experience.
  3. Service: Design experiences that put your customers first. When you put yourself in your customers’ shoes, you’ll find opportunities to improve customer service and the overall customer experience. Service includes friendly employees who are knowledgeable and deliver an experience that builds confidence and trust, even when things go wrong, because customers know they can count on you.

Final Words

For those in leadership who still view customer support as a cost center, think again. The people on the front line, along with the people designing digital self-service — an AI-fueled experience — are the extension of your sales and marketing departments. Loyalty can be built by turning around a customer with a complaint. In short, customer service can be an income-generating department. Reliable products are a given, but it’s the way a company handles a customer during a contentious or disappointing moment that makes them say, “I’ll be back!”

This article was originally published on Forbes.com.

Image credits: Pexels

Subscribe to Human-Centered Change & Innovation WeeklySign up here to join 17,000+ leaders getting Human-Centered Change & Innovation Weekly delivered to their inbox every week.

Trust Built Now Will Help You Recover from Future Complaints

Leave a reply

Trust Built Now Will Help You Recover From Future Complaints

GUEST POST from Shep Hyken

When you have your customer’s confidence, the opportunity to create an excellent customer experience dramatically improves. That confidence comes from consistency. The customer knows what to expect, even if any problems or issues arise. They know you’ll take care of them.

This is a follow-up to my article that covered the Customer Service Recovery Paradox, in which a customer’s perception of the company is higher after a problem or complaint is resolved than if the problem had never happened at all. One of our subscribers, Sean Crichton-Browne of Market Culture, shared a great comment. The short version is that when you have the customer’s confidence, especially in potentially tenuous situations, customers work with you rather than against you.

Sean’s insight is spot-on and worth diving into further. Think about the last time you had a problem with a company you trusted versus one that you didn’t. By the way, that lack of trust could be because you haven’t yet experienced how they handle a problem, not because of any inconsistencies or problems in the past. With the trusted company, you most likely approached the conversation differently. You were more patient as you explained the situation, and you were more open to their suggestions and solutions.

Trust Recovery Cartoon from Shep Hyken

Contrast that with a company you don’t yet trust. You go into the conversation with your guard up, wondering if you’ll get the response and answers you hope for. You may even be prepared to fight for what you believe is right.

When customers trust you, they:

  • Give you the benefit of the doubt when mistakes happen.
  • Share more information about what went wrong, making it easier to fix.
  • Accept reasonable solutions rather than demanding unrealistic ones.
  • Remain calm and respectful, making it much easier to help them without having to first de-escalate the customer’s anger.

As mentioned, and worth mentioning again, confidence comes from consistency. Even if the customer has only done business with you once or twice, it can be earned through all of the positive touchpoints of those interactions. Every interaction, big or small, builds confidence. Every time you answer the phone, return a call promptly, respond to email quickly, keep your promises, and more, you’re building trust. When something does go wrong, not if something goes wrong, you will have those past interactions working for you.

Yes, we need to react to complaints and problems when they happen, but remember that your ability to resolve those issues successfully may have been determined long before the problem ever occurred. It’s determined by how you treat customers and manage every interaction, the small ones and the big ones. Every touchpoint is an opportunity to build the confidence that will make future problems easier to resolve. When you have their trust, customers work with you rather than against you.

Image credits: Flickr Mary Jane, Shep Hyken

Subscribe to Human-Centered Change & Innovation WeeklySign up here to join 17,000+ leaders getting Human-Centered Change & Innovation Weekly delivered to their inbox every week.

Humans Don’t Have to Perform Every Task

Leave a reply

Humans Don't Have to Perform Every Task

GUEST POST from Shep Hyken

There seems to be a lot of controversy and questions surrounding artificial intelligence (AI) being used to support customers. The customer experience can be enhanced with AI, but it can also derail and cause customers to head to the competition.

Last week, I wrote an article titled Just Because You Can Use AI, Doesn’t Mean You Should. The gist of the article was that while AI has impressive capabilities, there are situations in which human-to-human interaction is still preferred, even necessary, especially for complex, sensitive or emotionally charged customer issues.

However, there is a flip side. Sometimes AI is the smart thing to use, and eliminating human-to-human interaction actually creates a better customer experience. The point is that just because a human could handle a task doesn’t mean they should. 

Before we go further, keep in mind that even if AI should handle an issue, my customer service and customer experience (CX) research finds almost seven out of 10 customers (68%) prefer the phone. So, there are some customers who, regardless of how good AI is, will only talk to a live human being.

Here’s a reality: When a customer simply wants to check their account balance, reset a password, track a package or any other routine, simple task or request, they don’t need to talk to someone. What they really want, even if they don’t realize it, is fast, accurate information and a convenient experience.

The key is recognizing when customers value efficiency over engagement. Even with 68% of customers preferring the phone, they also want convenience and speed. And sometimes, the most convenient experience is one that eliminates unnecessary human interaction.

Smart companies are learning to use both strategically. They are finding a balance. They’re using AI for routine, transactional interactions while making live agents available for situations requiring judgement, creativity or empathy.

The goal isn’t to replace humans with AI. It’s to use each where they excel most. That sometimes means letting technology do what it can do best, even if a human could technically do the job. The customer experience improves when you match the right resource to the customers’ specific need.

That’s why I advocate pushing the digital, AI-infused experience for the right reasons but always – and I emphasize the word always – giving the customer an easy way to connect to a human and continue the conversation.

In the end, most customers don’t care whether their problem is solved by a human or AI. They just want it solved well.

Image credits: Google Gemini, Shep Hyken

Subscribe to Human-Centered Change & Innovation WeeklySign up here to join 17,000+ leaders getting Human-Centered Change & Innovation Weekly delivered to their inbox every week.

Just Because You Can Use AI Doesn’t Mean You Should

1 Reply

Just Because You Can Use AI Doesn't Mean You Should

GUEST POST from Shep Hyken

I’m often asked, “What should AI be used for?” While there is much that AI can do to support businesses in general, it’s obvious that I’m being asked how it relates to customer service and customer experience (CX). The true meaning of the question is more about what tasks AI can do to support a customer, thereby potentially eliminating the need for a live agent who deals directly with customers.

First, as the title of this article implies, just because AI can do something, it doesn’t mean it should. Yes, AI can handle many customer support issues, but even if every customer were willing to accept that AI can deliver good support, there are some sensitive and complicated issues for which customers would prefer to talk to a human.

AI Shep Hyken Cartoon

Additionally, consider that, based on my annual customer experience research, 68% of customers (that’s almost seven out of 10) prefer the phone as their primary means of communication with a company or brand. However, another finding in the report is worth mentioning: 34% of customers stopped doing business with a company because self-service options were not provided. Some customers insist on the self-service option, but at the same time, they want to be transferred to a live agent when appropriate.

AI works well for simple issues, such as password resets, tracking orders, appointment scheduling and answering basic or frequently asked questions. Humans are better suited for handling complaints and issues that need empathy, complex problem-solving situations that require judgment calls and communicating bad news.

An AI-fueled chatbot can answer many questions, but when a medical patient contacts the doctor’s office about test results related to a serious issue, they will likely want to speak with a nurse or doctor, not a chatbot.

Consider These Questions Before Implementing AI For Customer Interactions

AI for addressing simple customer issues has become affordable for even the smallest businesses, and an increasing number of customers are willing to use AI-powered customer support for the right reasons. Consider these questions before implementing AI for customer interactions:

  1. Is the customer’s question routine or fact-based?
  2. Does it require empathy, emotion, understanding and/or judgment (emotional intelligence)?
  3. Could the wrong answer cause a problem or frustrate the customer?
  4. As you think about the reasons customers call, which ones would they feel comfortable having AI handle?
  5. Do you have an easy, seamless way for the customer to be transferred to a human when needed?

The point is, regardless of how capable the technology is, it doesn’t mean it is best suited to deliver what the customer wants. Live agents can “read the customer” and know how to effectively communicate and empathize with them. AI can’t do that … yet. The key isn’t choosing between AI and humans. It’s knowing when to use each one.

Image credits: Google Gemini, Shep Hyken

Subscribe to Human-Centered Change & Innovation WeeklySign up here to join 17,000+ leaders getting Human-Centered Change & Innovation Weekly delivered to their inbox every week.

Top 100 Innovation and Transformation Articles of 2025

Leave a reply

Top 100 Innovation and Transformation Articles of 2025

2021 marked the re-birth of my original Blogging Innovation blog as a new blog called Human-Centered Change and Innovation.

Many of you may know that Blogging Innovation grew into the world’s most popular global innovation community before being re-branded as Innovation Excellence and being ultimately sold to DisruptorLeague.com.

Thanks to an outpouring of support I’ve ignited the fuse of this new multiple author blog around the topics of human-centered change, innovation, transformation and design.

I feel blessed that the global innovation and change professional communities have responded with a growing roster of contributing authors and more than 17,000 newsletter subscribers.

To celebrate we’ve pulled together the Top 100 Innovation and Transformation Articles of 2025 from our archive of over 3,200 articles on these topics.

We do some other rankings too.

We just published the Top 40 Innovation Authors of 2025 and as the volume of this blog has grown we have brought back our monthly article ranking to complement this annual one.

But enough delay, here are the 100 most popular innovation and transformation posts of 2025.

Did your favorite make the cut?

1. A Toolbox for High-Performance Teams – Building, Leading and Scaling – by Stefan Lindegaard

2. Top 10 American Innovations of All Time – by Art Inteligencia

3. The Education Business Model Canvas – by Arlen Meyers, M.D.

4. What is Human-Centered Change? – by Braden Kelley

5. How Netflix Built a Culture of Innovation – by Art Inteligencia

6. McKinsey is Wrong That 80% Companies Fail to Generate AI ROI – by Robyn Bolton

7. The Great American Contraction – by Art Inteligencia

8. A Case Study on High Performance Teams – New Zealand’s All Blacks – by Stefan Lindegaard

9. Act Like an Owner – Revisited! – by Shep Hyken

10. Should a Bad Grade in Organic Chemistry be a Doctor Killer? – by Arlen Meyers, M.D.

11. Charting Change – by Braden Kelley

12. Human-Centered Change – by Braden Kelley

13. No Regret Decisions: The First Steps of Leading through Hyper-Change – by Phil Buckley

14. SpaceX is a Masterclass in Innovation Simplification – by Pete Foley

15. Top 5 Future Studies Programs – by Art Inteligencia

16. Marriott’s Approach to Customer Service – by Shep Hyken

17. The Role of Stakeholder Analysis in Change Management – by Art Inteligencia

18. The Triple Bottom Line Framework – by Dainora Jociute

19. The Nordic Way of Leadership in Business – by Stefan Lindegaard

20. Nine Innovation Roles – by Braden Kelley

21. ACMP Standard for Change Management® Visualization – 35″ x 56″ (Poster Size) – Association of Change Management Professionals – by Braden Kelley

22. Designing an Innovation Lab: A Step-by-Step Guide – by Art Inteligencia

23. FutureHacking™ – by Braden Kelley

24. The 6 Building Blocks of Great Teams – by David Burkus

25. Overcoming Resistance to Change – Embracing Innovation at Every Level – by Chateau G Pato

26. Human-Centered Change – Free Downloads – by Braden Kelley

27. 50 Cognitive Biases Reference – Free Download – by Braden Kelley

28. Quote Posters – Curated by Braden Kelley

29. Stoking Your Innovation Bonfire – by Braden Kelley

30. Innovation or Not – Kawasaki Corleo – by Art Inteligencia

Build a common language of innovation on your team

31. Top Six Trends for Innovation Management in 2025 – by Jesse Nieminen

32. Fear is a Leading Indicator of Personal Growth – by Mike Shipulski

33. Visual Project Charter™ – 35″ x 56″ (Poster Size) and JPG for Online Whiteboarding – by Braden Kelley

34. The Most Challenging Obstacles to Achieving Artificial General Intelligence – by Art Inteligencia

35. The Ultimate Guide to the Phase-Gate Process – by Dainora Jociute

36. Case Studies in Human-Centered Design – by Art Inteligencia

37. Transforming Leadership to Reshape the Future of Innovation – Exclusive Interview with Brian Solis

38. Leadership Best Quacktices from Oregon’s Dan Lanning – by Braden Kelley

39. This AI Creativity Trap is Gutting Your Growth – by Robyn Bolton

40. A 90% Project Failure Rate Means You’re Doing it Wrong – by Mike Shipulski

41. Reversible versus Irreversible Decisions – by Farnham Street

42. Next Generation Leadership Traits and Characteristics – by Stefan Lindegaard

43. Top 40 Innovation Bloggers of 2024 – Curated by Braden Kelley

44. Benchmarking Innovation Performance – by Noel Sobelman

45. Three Executive Decisions for Strategic Foresight Success or Failure – by Robyn Bolton

46. Back to Basics for Leaders and Managers – by Robyn Bolton

47. You Already Have Too Many Ideas – by Mike Shipulski

48. Imagination versus Knowledge – Is imagination really more important? – by Janet Sernack

49. Building a Better Change Communication Plan – by Braden Kelley

50. 10 Free Human-Centered Change™ Tools – by Braden Kelley

Accelerate your change and transformation success

51. Why Business Transformations Fail – by Robyn Bolton

52. Overcoming the Fear of Innovation Failure – by Stefan Lindegaard

53. What is the difference between signals and trends? – by Art Inteligencia

54. Unintended Consequences. The Hidden Risk of Fast-Paced Innovation – by Pete Foley

55. Giving Your Team a Sense of Shared Purpose – by David Burkus

56. The Top 10 Irish Innovators Who Shaped the World – by Art Inteligencia

57. The Role of Emotional Intelligence in Effective Change Leadership – by Art Inteligencia

58. Is OpenAI About to Go Bankrupt? – by Art Inteligencia

59. Sprint Toward the Innovation Action – by Mike Shipulski

60. Innovation Management ISO 56000 Series Explained – by Diana Porumboiu

61. How to Make Navigating Ambiguity a Super Power – by Robyn Bolton

62. 3 Secret Saboteurs of Strategic Foresight – by Robyn Bolton

63. Four Major Shifts Driving the 21st Century – by Greg Satell

64. Problems vs. Solutions vs. Complaints – by Mike Shipulski

65. The Power of Position Innovation – by John Bessant

66. Three Ways Strategic Idleness Accelerates Innovation and Growth – by Robyn Bolton

67. Case Studies of Companies Leading in Inclusive Design – by Chateau G Pato

68. Recognizing and Celebrating Small Wins in the Change Process – by Chateau G Pato

69. Parallels Between the 1920’s and Today Are Frightening – by Greg Satell

70. The Art of Adaptability: How to Respond to Changing Market Conditions – by Art Inteligencia

71. Do you have a fixed or growth mindset? – by Stefan Lindegaard

72. Making People Matter in AI Era – by Janet Sernack

73. The Role of Prototyping in Human-Centered Design – by Art Inteligencia

74. Turning Bold Ideas into Tangible Results – by Robyn Bolton

75. Yes the Comfort Zone Can Be Your Best Friend – by Stefan Lindegaard

76. Increasing Organizational Agility – by Braden Kelley

77. Innovation is Dead. Now What? – by Robyn Bolton

78. Four Reasons Change Resistance Exists – by Greg Satell

79. Eight I’s of Infinite Innovation – Revisited – by Braden Kelley

80. Difference Between Possible, Potential and Preferred Futures – by Art Inteligencia

Get the Change Planning Toolkit

81. Resistance to Innovation – What if electric cars came first? – by Dennis Stauffer

82. Science Says You Shouldn’t Waste Too Much Time Trying to Convince People – by Greg Satell

83. Why Context Engineering is the Next Frontier in AI – by Braden Kelley and Art Inteligencia

84. How to Write a Failure Resume – by Arlen Meyers, M.D.

85. The Five Keys to Successful Change – by Braden Kelley

86. Four Forms of Team Motivation – by David Burkus

87. Why Revolutions Fail – by Greg Satell

88. Top 40 Innovation Bloggers of 2023 – Curated by Braden Kelley

89. The Entrepreneurial Mindset – by Arlen Meyers, M.D.

90. Six Reasons Norway is a Leader in High-Performance Teamwork – by Stefan Lindegaard

90. Top 100 Innovation and Transformation Articles of 2024 – Curated by Braden Kelley

91. The Worst British Customer Experiences of 2024 – by Braden Kelley

92. Human-Centered Change & Innovation White Papers – by Braden Kelley

93. Encouraging a Growth Mindset During Times of Organizational Change – by Chateau G Pato

94. Inside the Mind of Jeff Bezos – by Braden Kelley

95. Learning from the Failure of Quibi – by Greg Satell

96. Dare to Think Differently – by Janet Sernack

97. The End of the Digital Revolution – by Greg Satell

98. Your Guidebook to Leading Human-Centered Change – by Braden Kelley

99. The Experiment Canvas™ – 35″ x 56″ (Poster Size) – by Braden Kelley

100. Trust as a Competitive Advantage – by Greg Satell

Curious which article just missed the cut? Well, here it is just for fun:

101. Building Cross-Functional Collaboration for Breakthrough Innovations – by Chateau G Pato

These are the Top 100 innovation and transformation articles of 2025 based on the number of page views. If your favorite Human-Centered Change & Innovation article didn’t make the cut, then send a tweet to @innovate and maybe we’ll consider doing a People’s Choice List for 2024.

If you’re not familiar with Human-Centered Change & Innovation, we publish 1-6 new articles every week focused on human-centered change, innovation, transformation and design insights from our roster of contributing authors and ad hoc submissions from community members. Get the articles right in your Facebook feed or on Twitter or LinkedIn too!

Editor’s Note: Human-Centered Change & Innovation is open to contributions from any and all the innovation & transformation professionals out there (practitioners, professors, researchers, consultants, authors, etc.) who have a valuable insight to share with everyone for the greater good. If you’d like to contribute, contact us.

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

How Empowered Are Your Employees?

Leave a reply

How Empowered Are Your Employees?

GUEST POST from Shep Hyken

Earlier this year, I wrote a Forbes article celebrating the 50th anniversary of the famous Nordstrom story in which a man wanted to return a set of used tires – even though Nordstrom never even sold tires. That fact didn’t stop the employee from giving the customer a refund. Right or wrong, that story is still talked about 50 years later!

I’ve mentioned this story in the past, and the point is that stories like these become legends inside an organization, and if the brand is lucky, they may even get some good press. They are not easy to find, unless you intentionally look for them. Nordstrom had been in business for 75 years before this legendary story was discovered and shared.

I’ve written about many such stories. They are a reminder for every company to find its unique story that exemplifies the importance of customer service. These stories are powerful because they become a “north star” for how a company should treat its customers. Publicity is optional. The real value is cultural.

Nordstrom Tires Story Cartoon from Shep Hyken

For example, there are numerous Ritz-Carlton legendary stories, such as Joshie the Giraffe, in which the hotel staff made a big effort to return a stuffed animal to a child. There are also stories that aren’t so famous. I interviewed Horst Schulze, the first president and co-founder of the Ritz-Carlton, who shared a story about empowering employees to take care of their guests.

The short version is that the Ritz-Carlton allows employees to spend up to $2,000 to resolve a guest issue without seeking manager approval. One day a housekeeper found a guest’s computer. The guest had already checked out and flown from California to Hawaii. She took it upon herself to book an airline ticket and personally delivered the laptop to the guest.

As crazy as this may sound, the housekeeper was not reprimanded but instead was applauded for her efforts. Then, she was coached that next time, overnight shipping would be sufficient. The point is, there’s no risk in taking care of a guest. The story became a teaching moment for both the housekeeper and all Ritz staff, reinforcing the hotel chain’s commitment to empowered, guest-focused service.

Not every company will have a $2,000 empowerment policy like the Ritz-Carlton or a story like Nordstrom that literally defines their customer experience, but that doesn’t mean you can’t enjoy similar benefits.

So, here’s your assignment. Find your company’s legendary customer service story. If you don’t yet have one, start looking for those stories. Use them in training, meetings, and internal communications. Over time, they will become the DNA of your customer service culture. And who knows? Fifty years from now, someone might still be telling your story.

Image credits: Pexels, Shep Hyken

Subscribe to Human-Centered Change & Innovation WeeklySign up here to join 17,000+ leaders getting Human-Centered Change & Innovation Weekly delivered to their inbox every week.

Top 10 Human-Centered Change & Innovation Articles of December 2025

Leave a reply

Top 10 Human-Centered Change & Innovation Articles of December 2025Drum 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 December’s ten most popular innovation posts:

  1. Is OpenAI About to Go Bankrupt? — by Chateau G Pato
  2. The Rise of Human-AI Teaming Platforms — by Art Inteligencia
  3. 11 Reasons Why Teams Struggle to Collaborate — by Stefan Lindegaard
  4. How Knowledge Emerges — by Geoffrey Moore
  5. Getting the Most Out of Quiet Employees in Meetings — by David Burkus
  6. The Wood-Fired Automobile — by Art Inteligencia
  7. Was Your AI Strategy Developed by the Underpants Gnomes? — by Robyn Bolton
  8. Will our opinion still really be our own in an AI Future? — by Pete Foley
  9. Three Reasons Change Efforts Fail — by Greg Satell
  10. Do You Have the Courage to Speak Up Against Conformity? — by Mike Shipulski

BONUS – Here are five more strong articles published in November 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!

Build a Common Language of Innovation on your team

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 four years:

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

Voting Open – Top 40 Innovation Authors of 2025

Leave a reply

Vote for Top 40 Innovation AuthorsHappy Holidays!

For more than a decade I’ve devoted myself to making innovation insights accessible for the greater good, because I truly believe that the better our organizations get at deliveriseng value to their stakeholders the less waste of natural resources and human resources there will be.

As a result, we are eternally grateful to all of you out there who take the time to create and share great innovation articles, presentations, white papers, and videos with Braden Kelley and the Human-Centered Change and Innovation team. As a small thank you to those of you who follow along, we like to make a list of the Top 40 Innovation Authors available each year!

Our lists from the ten previous years have been tremendously popular, including:

Top 40 Innovation Bloggers of 2015
Top 40 Innovation Bloggers of 2016
Top 40 Innovation Bloggers of 2017
Top 40 Innovation Bloggers of 2018
Top 40 Innovation Bloggers of 2019
Top 40 Innovation Bloggers of 2020
Top 40 Innovation Bloggers of 2021
Top 40 Innovation Bloggers of 2022
Top 40 Innovation Bloggers of 2023
Top 40 Innovation Bloggers of 2024

Do you just have someone that you like to read that writes about innovation, or some of the important adjacencies – trends, consumer psychology, change, leadership, strategy, behavioral economics, collaboration, or design thinking?

Human-Centered Change and Innovation is now looking to recognize the Top 40 Innovation Authors of 2025.

It is time to vote and help us narrow things down.

The deadline for submitting votes is December 31, 2025 at midnight GMT.

Build a Common Language of Innovation on your team

The ranking will be done by me with influence from votes and nominations. The quality and quantity of contributions to this web site by an author will be a BIG contributing factor (through the end of the voting period).

You can vote in any of these three ways (and each earns points for them, so please feel free to vote all three ways):

  1. Sending us the name of the author by @reply on twitter to @innovate
  2. Adding the name of the author as a comment to this article’s posting on Facebook
  3. Adding the name of the author as a comment to this article’s posting on our Linkedin Page (Be sure and follow us)

The official Top 40 Innovation Authors of 2025 will then be announced here in early January 2026.

Here are the people who received nominations this year along with some carryover recommendations (in alphabetical order):

Adi Gaskell – @adigaskell
Alain Thys
Alex Goryachev
Andy Heikkila – @AndyO_TheHammer
Annette Franz
Arlen Meyers – @sopeofficial
Art Inteligencia
Ayelet Baron
Braden Kelley – @innovate
Brian Miller
Bruce Fairley
Chad McAllister – @ChadMcAllister
Chateau G Pato
Chris Beswick
Chris Rollins
Dr. Detlef Reis
Dainora Jociute
Dan Blacharski – @Dan_Blacharski
Daniel Burrus – @DanielBurrus
Daniel Lock
David Burkus
Dean and Linda Anderson
Dennis Stauffer
Diana Porumboiu
Douglas Ferguson
Drew Boyd – @DrewBoyd
Frank Mattes – @FrankMattes
Geoffrey A Moore
Gregg Fraley – @greggfraley
Greg Satell – @Digitaltonto
Helen Yu
Howard Tiersky
Janet Sernack – @JanetSernack
Jeffrey Baumgartner – @creativejeffrey
Jeff Freedman – @SmallArmyAgency
Jeffrey Phillips – @ovoinnovation
Jesse Nieminen – @nieminenjesse
John Bessant
Jorge Barba – @JorgeBarba
Julian Birkinshaw – @JBirkinshaw
Julie Anixter – @julieanixter
Kate Hammer – @Kate_Hammer
Kevin McFarthing – @InnovationFixer
Leo Chan
Lou Killeffer – @LKilleffer
Manuel Berdoy

Accelerate your change and transformation success

Mari Anixter- @MariAnixter
Maria Paula Oliveira – @mpaulaoliveira
Matthew E May – @MatthewEMay
Michael Graber – @SouthernGrowth
Mike Brown – @Brainzooming
Mike Shipulski – @MikeShipulski
Mukesh Gupta
Nick Jain
Nick Partridge – @KnewNewNeu
Nicolas Bry – @NicoBry
Nicholas Longrich
Norbert Majerus and George Taninecz
Pamela Soin
Patricia Salamone
Paul Hobcraft – @Paul4innovating
Paul Sloane – @paulsloane
Pete Foley – @foley_pete
Rachel Audige
Ralph Christian Ohr – @ralph_ohr
Randy Pennington
Richard Haasnoot – @Innovate2Grow
Robert B Tucker – @RobertBTucker
Robyn Bolton – @rm_bolton
Saul Kaplan – @skap5
Shep Hyken – @hyken
Shilpi Kumar
Scott Anthony – @ScottDAnthony
Scott Bowden – @scottbowden51
Shelly Greenway – @ChiefDistiller
Soren Kaplan – @SorenKaplan
Stefan Lindegaard – @Lindegaard
Stephen Shapiro – @stephenshapiro
Steve Blank
Steven Forth – @StevenForth
Tamara Kleinberg – @LaunchStreet
Teresa Spangler – @composerspang
Tom Koulopoulos – @TKspeaks
Tullio Siragusa
Yoram Solomon – @yoram

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

We’re curious to see who you think is worth reading!