Top 10 Innovation Articles of June 2026

Top 10 Human-Centered Change & Innovation Articles of June 2026Drum roll please…

To all of my American compadres — Happy 4th of July!

As we celebrated the 250th anniversary of American independence, it’s a great time to remember that freedom plays an important role in human flourishing and innovation success.

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 June’s ten most popular innovation posts:

  1. Illuminate to Innovate — by Janet Sernack
  2. Take an Evidence-Based Approach for Transformation and Change — by Greg Satell
  3. Innovation or Not – Midjourney Medical and the Illusion of Frictionless Health — by Braden Kelley
  4. CX Leadership Insights from Disney, Ritz-Carlton and MasterCard — by Shep Hyken
  5. The Future of Touchless Precision – Holographic Acoustic Manipulation — by Art Inteligencia
  6. Markets Don’t Build Themselves, You Must Engineer Them — Exclusive Interview with Bruce Cleveland
  7. Why VUCA is a Myth — by Greg Satell
  8. The Circular Harvest — How Systems Engineering and Design Thinking Are Rewriting the Future of Farming — by Braden Kelley
  9. The Anatomy of Agentic Trust – A Mechanistic Interpretability Framework for Change Leaders — by Art Inteligencia
  10. Crossing the Chasm of Fear – An AI Soft Landing scenario — by Braden Kelley

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

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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 five years:

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The Future That Disappears

How Transient Electronics Will Redefine Human-Centered Innovation

LAST UPDATED: July 3, 2026 at 12:32 PM

Transient Electronics

GUEST POST from Art Inteligencia


Our Obsession with Permanent Technology

For more than a century, progress in electronics has largely been measured by one characteristic: durability. We celebrate devices that survive drops, resist water, and continue operating for years. Manufacturers compete to extend battery life, strengthen materials, and increase product longevity because permanence has become synonymous with quality.

That mindset has served us well for products like laptops, industrial equipment, and household appliances. But not every problem requires a permanent solution. In fact, designing every electronic device to outlive its usefulness often creates unnecessary complexity, cost, and environmental impact.

Consider a medical sensor that only needs to monitor a patient’s recovery for ten days, or an environmental sensor deployed after a natural disaster to collect data for a single month. Once their mission is complete, these devices frequently become liabilities. Someone must retrieve them, dispose of them responsibly, replace their batteries, or leave them behind as yet another piece of electronic waste.

This assumption that technology should last indefinitely also shapes the experiences we design. Wearable devices can become uncomfortable over time. Temporary medical implants often require additional procedures for removal. Field sensors increase operational costs because they must be recovered from remote or hazardous locations. What begins as a technological solution often ends with a logistical problem.

Human-centered innovation challenges us to ask a different question: What is the ideal lifespan of this technology? The answer isn’t always “as long as possible.” Sometimes the most elegant experience is one in which the technology performs its job flawlessly and then quietly exits the stage, leaving behind only the value it created.

That shift in perspective sets the stage for one of the most intriguing emerging fields in materials science and experience design: transient electronics. Rather than treating permanence as the ultimate goal, these technologies are engineered with an intentional ending, opening the door to products that are not only smarter and more sustainable, but also more closely aligned with the needs of the people who use them.

What Are Transient Electronics?

Transient electronics—sometimes called ephemeral bio-electronics or dissolvable electronics—are electronic devices intentionally designed to operate reliably for a predetermined period before safely and harmlessly breaking down. Unlike conventional electronics, which are built to resist the elements for as long as possible, transient electronics are engineered with an expiration date. Once their mission is complete, exposure to triggers such as water, body fluids, heat, changes in pH, or specific biochemical reactions initiates a controlled dissolution process.

The remarkable aspect of this technology is that there is no compromise in performance during its intended lifespan. A transient sensor can collect data, transmit information, or perform diagnostic functions with the same reliability as its traditional counterpart. The difference is that its lifecycle has been intentionally designed from beginning to end, including its safe disappearance.

Researchers are making this possible by developing biodegradable semiconductors, dissolvable conductive materials, transient batteries, and protective coatings that determine precisely when the device begins to degrade. By carefully selecting materials and engineering the surrounding environment, designers can tailor devices to function for hours, days, weeks, or even months before they naturally dissolve.

While the technology may sound futuristic, it addresses a surprisingly practical challenge. Many electronic devices are temporary by nature, even if their materials are not. A post-surgical monitoring patch, a temporary implant, an environmental sensor deployed after a flood, or a smart package tracking temperature during shipment all have a finite purpose. Building them to last decades creates unnecessary waste, recovery costs, and environmental burden.

Transient electronics replace this “build it forever” philosophy with a more thoughtful approach: build it to last exactly as long as it is needed—no longer and no less. That subtle shift transforms the conversation from durability alone to appropriateness, recognizing that the most human-centered solution is often one whose lifespan is carefully matched to the problem it was designed to solve.

Designing for Ephemeral Utility Instead of Permanent Ownership

One of the most profound implications of transient electronics isn’t technological—it’s philosophical. For decades, product designers have operated under an implicit assumption that every device enters a long-term relationship with its owner. Whether it’s a smartwatch, a medical monitor, or an industrial sensor, someone is expected to install it, maintain it, update it, and eventually dispose of it. That entire lifecycle creates friction.

Transient electronics invite us to think differently. Instead of designing products for permanent ownership, we can design them for ephemeral utility—creating technology that exists only for the duration of the value it provides. Once its purpose has been fulfilled, it gracefully disappears, leaving users with the outcome they wanted rather than another object they must manage.

This represents a subtle but significant shift in experience design. Traditional electronics create a series of responsibilities that extend well beyond their primary function. Batteries need charging or replacing. Devices require cleaning, storage, retrieval, recycling, or disposal. In healthcare settings, temporary implants may even necessitate a second procedure for removal. Each of these tasks introduces additional effort, cost, and opportunities for frustration.

Human-centered design has always sought to reduce unnecessary friction. Transient electronics simply extend that principle to the entire product lifecycle. Instead of asking how to make a device easier to maintain, designers can ask whether maintenance should exist at all. Instead of optimizing retrieval processes, they can eliminate the need for retrieval entirely.

This way of thinking encourages organizations to measure success differently. Rather than evaluating products solely by durability or longevity, they can consider metrics such as reduced user effort, lower environmental impact, fewer operational touchpoints, and diminished cognitive load. In many situations, the best experience is the one users never have to think about because the technology quietly completes its task and exits without demanding attention.

Designing for ephemeral utility doesn’t mean designing disposable products in the traditional sense. It means designing complete experiences with intentional beginnings, purposeful lifespans, and graceful endings. As transient electronics mature, one of the greatest opportunities for innovators will be recognizing where permanence adds value—and where it simply adds friction.

Healthcare May Be the First Killer Application

While transient electronics have the potential to transform dozens of industries, healthcare is poised to become their first truly transformative application. Few fields place a higher premium on patient comfort, safety, precision, and sustainability, making it an ideal environment for technologies designed to perform a temporary function before harmlessly disappearing.

Consider the experience of recovering from surgery. Today, temporary sensors may need to be removed once they have collected the necessary data, adding another appointment, another procedure, and another source of anxiety for patients. A transient monitoring device, by contrast, could continuously track healing, detect signs of infection, or monitor vital indicators for a prescribed period before safely dissolving within the body or degrading after removal. The patient benefits from the information without enduring the inconvenience of device retrieval.

The same principle extends to smart wound dressings that monitor healing, temporary cardiac or neurological sensors, and biodegradable drug delivery systems that precisely administer medication before disappearing. Pediatric care may benefit even more, as children could avoid the stress and discomfort associated with removing monitoring devices or temporary implants. In each case, the technology serves the patient rather than asking the patient to continue serving the technology.

The advantages extend beyond the patient experience. Hospitals and healthcare systems could reduce follow-up procedures, lower the risk of infection associated with device removal, simplify clinical workflows, and decrease medical waste. By eliminating unnecessary steps in the care journey, transient electronics have the potential to improve outcomes while simultaneously reducing costs.

Perhaps most importantly, this technology embodies a core principle of human-centered innovation: success should be measured by the quality of the outcome, not the visibility of the solution. Patients don’t want to carry technology for its own sake—they want to heal. If a dissolvable electronic device helps them recover more safely, comfortably, and efficiently before quietly disappearing, it has achieved something far more meaningful than simply demonstrating technological sophistication.

Sustainability Beyond Recycling

Sustainability conversations often focus on what happens after a product reaches the end of its life. Can it be recycled? Can its materials be recovered? Can its environmental footprint be reduced? These are important questions, but transient electronics encourage us to ask an even better one: What if there were little or nothing to recover in the first place?

Electronic waste is one of the fastest-growing waste streams in the world, fueled by billions of devices that eventually become obsolete or abandoned. While recycling programs help, they remain costly, logistically complex, and far from universal. Many devices never make it into recycling systems at all, leaving valuable materials lost and harmful substances entering the environment.

Transient electronics offer a complementary approach by designing products whose end-of-life has been considered from the very beginning. Imagine biodegradable soil sensors that monitor moisture throughout a growing season before harmlessly breaking down, environmental sensors deployed after hurricanes or wildfires that disappear once recovery efforts conclude, or smart shipping labels that monitor temperature-sensitive goods during transit without adding another piece of electronic waste to the packaging stream.

This philosophy is particularly valuable in places where recovering equipment is difficult, dangerous, or prohibitively expensive. Remote forests, agricultural fields, oceans, disaster zones, and other challenging environments could all benefit from temporary sensing technologies that provide valuable data without requiring costly retrieval missions or leaving behind long-term environmental footprints.

For innovators and experience designers, the opportunity extends beyond materials science. It is an invitation to rethink the entire lifecycle of a product. Instead of viewing disposal as an unavoidable consequence of innovation, organizations can begin designing solutions whose environmental impact naturally aligns with the duration of the problem they were created to solve. In that sense, transient electronics represent more than a new class of devices—they represent a new philosophy of responsible innovation, one where the most sustainable technology may be the technology that knows when to leave no trace.

Experience Design for Things That Intentionally Disappear

The engineering behind transient electronics is impressive, but their success will ultimately depend on something equally important: user trust. For generations, we’ve been conditioned to believe that if a device disappears, breaks down, or stops functioning, something has gone wrong. Transient electronics invert that expectation. Their disappearance isn’t a defect—it’s the successful completion of their purpose.

That creates an entirely new set of challenges for experience designers. Users need confidence that a device will remain fully functional throughout its intended lifespan and dissolve only when its work is complete. Building that confidence requires thoughtful communication before, during, and at the end of the product’s lifecycle.

Rather than simply displaying battery life or connectivity status, future interfaces may communicate remaining operational lifespan, completion milestones, or confidence indicators that reassure users everything is proceeding as planned. A medical monitoring patch, for example, might inform a patient that it has collected all required data and will safely dissolve within the next twenty-four hours. Similarly, an environmental sensor could report that its mission has concluded before entering its programmed degradation phase.

Experience designers must also consider the emotional dimension of intentional disappearance. Should a device quietly fade away without drawing attention to itself, or should it provide a sense of closure by confirming that its mission has been accomplished? The answer will vary depending on the context. A consumer product may benefit from explicit confirmation, while a healthcare device may reduce anxiety by making the transition feel effortless and routine.

Perhaps the biggest lesson is that designers must begin treating endings with the same care they devote to onboarding and daily interactions. Every product has a lifecycle, but few experiences intentionally design the final chapter. Transient electronics remind us that the end of an experience is still part of the experience itself. When technology can leave gracefully—without creating confusion, inconvenience, or waste—it demonstrates a deeper understanding of human needs. That is the essence of human-centered design.

Innovation Isn’t Always About Adding More

We often equate innovation with addition. More features. More sensors. More processing power. More connectivity. More intelligence. While those advances have undoubtedly improved countless products, they have also made many technologies more complex to own, maintain, and eventually dispose of. Transient electronics suggest a different path forward—one where innovation is measured not only by what we add, but also by what we can thoughtfully remove.

Human-centered innovation has never been about maximizing technology for its own sake. It is about maximizing value while minimizing friction. If a product can eliminate a follow-up medical procedure, reduce maintenance visits, avoid retrieval costs, or prevent electronic waste simply by being designed with a finite lifespan, then its greatest innovation may be its restraint rather than its sophistication.

This perspective encourages organizations to challenge long-held assumptions during the innovation process. Instead of asking, “How can we make this device last longer?” teams might ask, “How long does it actually need to last?” Rather than designing for every possible future scenario, they can optimize for the specific job the technology is intended to perform and allow everything else to disappear with it.

This philosophy echoes one of the central principles of experience design: every additional step, feature, or responsibility should justify its existence. Complexity is not inherently valuable. In many cases, the most elegant solution is the one that quietly removes work from people’s lives without asking for recognition.

As organizations pursue their next generation of products and services, transient electronics offer a valuable reminder that innovation is not a race to build the most permanent technology. Sometimes the greatest breakthrough comes from designing something that fulfills its purpose completely—and then gets out of the way. By embracing intentional simplicity and finite lifecycles, innovators can create solutions that are not only more sustainable but also more deeply aligned with the people they are meant to serve.

The Business Models That Could Emerge

Like many breakthrough technologies, the true impact of transient electronics may extend far beyond the devices themselves. Throughout history, transformative innovations have created entirely new business models by changing not only what organizations could build, but also how they could deliver value. Transient electronics have the potential to do the same by enabling services and experiences that were previously impractical or prohibitively expensive.

In healthcare, providers could offer temporary diagnostic services rather than permanent monitoring devices. Patients might receive dissolvable sensors tailored to a specific stage of recovery, eliminating the logistics of equipment returns and reducing inventory management. Healthcare systems would shift from managing hardware lifecycles to delivering time-bound clinical insights, creating a more seamless experience for both patients and caregivers.

Other industries could undergo similar transformations. Agricultural companies may deploy biodegradable sensor networks that monitor crops throughout a growing season before naturally decomposing. Logistics providers could incorporate transient smart labels that verify temperature, humidity, or handling conditions during shipment without creating additional waste. Construction firms might embed temporary structural monitoring devices that disappear once a building has passed critical inspection milestones, while environmental agencies could distribute short-term sensing networks following floods, wildfires, or chemical spills.

These applications point toward business models centered on outcomes rather than ownership. Organizations could package temporary sensing, event-based monitoring, compliance verification, or environmental intelligence as services, with the electronics functioning as disposable enablers rather than long-term assets. Customers would purchase the information and confidence the technology provides—not the responsibility of managing another physical device.

For innovation leaders, this represents a valuable strategic reminder. Emerging technologies rarely create value simply because they are technically impressive. They create value by enabling organizations to solve problems in fundamentally new ways. Companies that view transient electronics as an opportunity to redesign customer experiences and rethink how value is delivered—not merely as a new category of hardware—will be best positioned to capitalize on this disappearing act.

The Ethical Questions of Technology That Disappears

Every transformative technology introduces new ethical considerations, and transient electronics are no exception. While the prospect of devices that safely disappear offers compelling benefits for healthcare, sustainability, and user experience, it also raises important questions about trust, accountability, and transparency. Human-centered innovation requires us to address these questions with the same rigor we apply to the underlying engineering.

Reliability is perhaps the most immediate concern. A transient device must remain fully functional for its intended lifespan and dissolve only when appropriate. If a medical sensor were to degrade prematurely or an environmental monitor failed before completing its mission, the consequences could extend far beyond inconvenience. Designers, manufacturers, and regulators will need robust methods for validating performance, communicating expected lifespans, and ensuring users can trust that these devices will behave exactly as intended.

Transparency presents another challenge. When a device intentionally disappears, how can users verify that it has completed its task successfully? Should healthcare providers receive confirmation before a sensor dissolves? Should environmental agencies maintain permanent records of data collected by temporary monitoring systems? Designing for disappearance must not come at the expense of accountability.

There are also broader societal questions to consider. Could dissolvable electronics complicate forensic investigations or regulatory audits if physical evidence no longer exists? How should industries document the use of transient devices in highly regulated environments? As with any emerging technology, thoughtful governance will be essential to ensure that the benefits of intentional impermanence are balanced with appropriate safeguards.

Ultimately, these challenges reinforce an important principle of human-centered design: technology should earn trust, not assume it. Success will depend not only on creating devices that disappear safely, but also on designing systems that leave behind confidence, reliable data, and clear accountability. When innovation anticipates both the opportunities and the ethical responsibilities it creates, it has the greatest chance of improving lives while earning society’s lasting trust.

Frequently Asked Questions About Transient Electronics

What are transient electronics?

Transient electronics, also known as dissolvable or ephemeral electronics, are electronic devices designed to function reliably for a predetermined period before safely breaking down when exposed to triggers such as water, body fluids, heat, changes in pH, or specific biochemical conditions. Unlike conventional electronics, they are engineered with a planned end-of-life that eliminates the need for retrieval or disposal in many applications.

What are the biggest benefits of transient electronics?

The primary benefits include reducing electronic waste, eliminating device retrieval in difficult or hazardous environments, improving patient comfort in healthcare, lowering maintenance costs, and enabling more sustainable temporary monitoring solutions. By matching a device’s lifespan to its intended purpose, transient electronics remove unnecessary friction from both the user experience and the product lifecycle.

Where will transient electronics have the greatest impact?

Healthcare is expected to be one of the first industries to benefit significantly through dissolvable medical sensors, temporary implants, smart wound dressings, and drug delivery systems. Other promising applications include environmental monitoring, precision agriculture, disaster response, logistics, construction, and industrial sensing—especially where recovering equipment is difficult, expensive, or environmentally undesirable.

FutureHacking™ Is Coming

FutureHacking™ is Braden Kelley’s strategic foresight methodology — and a paid download and training program is launching soon. Register your interest now to be the first to know when it’s available, and get early access pricing.

Disclaimer: This article speculates on the potential future applications of cutting-edge scientific research. While based on current scientific understanding, the practical realization of these concepts may vary in timeline and feasibility and are subject to ongoing research and development.

Image credits: Gemini

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Creating the Conditions for New Behaviors to Grow

Creating the Conditions for New Behaviors to Grow

GUEST POST from Mike Shipulski

When you see emergent behavior that could grow into a powerful new theme, it’s important to acknowledge the behavior quickly and most publicly. If you see it in person, praise the behavior in front of everyone. Explain why you like it, explain why it’s important, explain what it could become. And as soon as you can find a computer, send an email to their bosses and copy the right-doers. Tell their bosses why you like it, tell them why it’s important, tell them what it could become.

Emergent behavior is like the first shoots of a beautiful orchid that may come to be. To the untrained eye, these little green beauties can look like scraggly weeds pushing out of the dirt. To the tired, overworked leader these new behaviors can like divergence, goofing around and even misbehavior. Without studying the leaves, the fledgling orchid can be confused for crabgrass.

Without initiative there is no new behavior and without new behavior there can be no orchids. When good people solve a problem in a creative way and it goes unacknowledged, the stem of the emergent behavior is clipped. But when the creativity is watered and fertilized the seedling has a chance to grow into something more. The leaders’ time and attention provide the nutrients, the leaders’ praise provides the hydration and their proactive advocacy for more of the wonderful behavior provides the sunlight to fuel the photosynthesis.

When the company demands bushels of grain, it’s a challenge to keep an eye out for the early signs of what could be orchids in the making. But that’s what a leader must do. More often than not, this emergent behavior, this magical behavior, goes unacknowledged if not unnoticed. As leaders, this behavior is unskillful. As leaders, we’ve got to slow down and pay more attention.

When you see the magic in emergent behavior, when you see the revolution it could grow into, and when you look someone in the eye and say – “I’ve got to tell you, what you did was crazy good. What you did could turn things upside down. What you did was inspiring. Thank you.” – you get people’s attention. Not only to do you get the attention of the person you’re talking to, you get the attention of everyone within a ten-foot radius. And thirty minutes later, almost everyone knows about the emergent behavior and the warm sunshine it attracted.

And, magically, without a corporate initiative or top-down deployment, over the next weeks there will be patches of orchids sprouting under desks, behind filing cabinets, on the manufacturing floor, in the engineering labs and in the common areas.

As leaders we must make it easier for new behavior to happen. We must figure a way to slow down and pay attention so we can recognize the seeds of could-be greatness. And to be able to invest the emotional energy needed to protect the seedlings, we must be well-rested. And like we know to provide the right soil, the right fertilizer, the right watering schedule and the right sunlight, we must remember that special behavior we want to grow is a result of causes and conditions we create.

Image credits: 1 of 1,300+ FREE quotes for download at http://misterinnovation.com

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10 Reasons Why Customers Hate Calling You for Help 

10 Reasons Why Customers Hate Calling You for Help 

GUEST POST from Shep Hyken

This article answers the question: Why do customers hate calling customer support, and how can companies fix the experience?

I have good news. Calling customer support is getting better, even if you don’t notice it yet. Part of the reason you might think it’s not improving is that past bad experiences have left such a “metaphorical scar” that you avoid making the call for many reasons I’ll share in just a moment.

Yes, we may still encounter friction when calling for help or support, but with the latest technology, which includes AI-infused chatbots that either talk or message with you, the experience of getting help is improving. And even without technology, it’s still possible to create an experience that makes customers love you. You just have to know what they hate about calling for support and eliminate those from the experience. So, with that in mind, here are the ten reasons customers hate calling for help:

  1. Making It Hard to Find Contact Information: This is where customer support starts. Some companies seem to bury contact information, making it hard for customers to find, which creates or adds frustration.
  2. Long Hold Times: Nobody wants to wait. At best, keep hold times short. At worst, which isn’t so bad, let customers know how long the wait will be and give them the option of a call-back.
  3. Making Customers Repeat Themselves: The more times you make customers retell their story, the more frustrated they become.
  4. Being Transferred: The goal should be to not transfer a customer, but if you do, make sure it’s only once. And multiple transfers most likely mean customers are repeating themselves multiple times.
  5. Agents Who Aren’t Empowered: If you hire good people and train them well, they should be empowered to take care of customers, eliminating the need for customers to repeat themselves and be transferred multiple times.

Agent Representative Customer Service Shep Hyken Cartoon

  1. Inconvenient Hours of Operation: Some companies make support available only during normal working hours. This is fine if your customers are unemployed, but for everyone else, be accessible. And with AI being able to handle many issues, some questions and problems can be answered 24/7.
  2. Bad Phone Trees or IVRs (Interactive Voice Response): If you have called for support and none of the choices offered are what you need, or you find yourself trapped in a loop of options, you’ve experienced this. By the way, our annual customer support research found that 76% of customers have been caught in an automated menu system and screamed “Agent” or “Representative” into the phone, before eventually hanging up.
  3. Clunky and Ineffective Self-Service: Customer support of any type should be easy. Self-service systems should be intuitive and easy to navigate.
  4. Telling Customers, “You Have to ____ ”: It’s okay to tell a customer what to do, just phrase it in a way that’s helpful, not forceful. And if you can do it for them, even better.
  5. Customer Anxiety: This may be the most important one! There’s a reason that 34% of customers we surveyed said they would rather go to the dentist than call customer support. It’s because they’ve experienced one or more of the above reasons that customers hate calling customer support. This anxiety causes customers to be frustrated even before they decide to reach out to you.

Yes, there are other reasons that frustrate and anger customers when they have to call customer support. A short summary of the above is to be easy, eliminate friction, respect customers’ time, and give them the right answer the first time. This will make customers love you and say, “I’ll be back!”

Image Credit: Shep Hyken, Unsplash

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FLASH SALE — 50% OFF the Key to Human-Centered Change

How to Ensure a Successful Digital Transformation (Charting Change)

Why do over 70% of digital transformations and change initiatives fail? Most organizations focus purely on the technology or the project timeline, while completely neglecting the human element and business architecture required to sustain it.

To successfully drive organizational agility, leadership must treat digital transformation, portfolio management, and human-centered design as a single, unified framework.


Celebrating America’s 250th with a 48-Hour Flash Sale!

The Human-Centered Change Guidebook - Charting Change

To help you master these frameworks and power your latest initiatives to success, the publisher of my second book — Charting Change (Second Edition) — is running an exclusive 48-hour flash sale.

You can get the hardcover, softcover, or the eBook for 50% off the list price using CODE: FLSH50 until July 4, 2026, at 11:59 PM EDT.

The newly expanded second edition is specifically updated to address modern transformation challenges, featuring loads of new content, additional guest expert sections, and dedicated chapters on:

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*If discount is not applied automatically, please use this code: FLSH50. The discount is available through July 4, 2026 until 23:59 EST. This offer is valid for English-language Springer, Palgrave & Apress Books & eBooks. The discount 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.

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.

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Your 3 Phase AI Journey

Your 3 Phase AI Journey

GUEST POST from Geoffrey A. Moore

As companies move from experimenting with GenAI to deploying for real ROI, executives should plan for three phases of development along the following lines:

Phase One: Optimize your operating model. This is the one everyone gets right away. Every business process is encumbered by ‘stupid stuff’ — low-value-adding tasks that are “how we do business around here.” These are all candidates from process re-engineering, but in the meantime, people have to work through them or around them to get anything done. RPA (Robotic Process Automation) can solve for the ones that are routine. GenAI expands the aperture to include those that demand creating situation-specific text, the sort of thing that would answer an FAQ, nudge a prospect to take a call, or check in on users that are at risk of churning out. Expediting this sort of work is a no-regrets move, entailing little risk while generating modest ROI.

Phase Two: Upgrade your infrastructure model. While you will likely start your Phase One journey leveraging out-of-the-box GenAI from Microsoft, Google, or Amazon, as you get deeper into it, you will want to add RAG (Retrieval-Augmented Generation) to the mix. Retrieval-Augmented Generation (RAG) is the process of optimizing the output of a large language model so it references an authoritative knowledge base outside of its training data sources before generating a response. Basically, it taps into confidential in-house knowledge stores, as well as any external sources that provide expertise specific to your business, to build a more effective prompt for the public GenAI to leverage. Coordinating the APIs, keeping the guard rails on the process, and capturing the reusable knowledge gained will all require additional investment in your in-house IT capabilities.

Phase Three: Revisit your business model. Sooner or later, AI is going to materially disrupt the way business is done in your industry, eliminating old sources of trapped value while creating new ones at the same time. Customers will still look to your company to help them achieve their business outcomes, but they will be paying for different things than they pay for today. Consultancies and legal firms, for example, can expect to re-engineer their billable hour model, financial services their transaction fee model, and search engines their sponsored-ad model. The larger your enterprise, the more disruptive this is likely to be, so this would be a good time to test out new models in your Incubation Zone.

That’s what I think. What do you think?

Image Credit: Geoffrey Moore

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Use Failure as Rocket Fuel for Success Like SpaceX

Use Failure as Rocket Fuel for Success Like SpaceX

GUEST POST from Robert B. Tucker

SUMMARY: SpaceX’s early success, despite three rocket failures, exemplifies how embracing setbacks as learning opportunities drives innovation. Elon Musk fostered a culture of rapid “test, learn, redesign,” where organizational risks, not individual blame, fueled progress. This approach, contrasting with the common fear of mistakes, allowed SpaceX to overcome near collapse and achieve orbit. The article argues that true failure isn’t making errors, but failing to learn from them. Leaders must create environments encouraging prudent risk-taking, where post-mortems focus on lessons, not culprits. Adopting “fail fast and fail cheap” through small experiments helps organizations learn quickly, transforming setbacks into wisdom and better decisions for ultimate success.

Before SpaceX became one of the most valuable companies in the world, it suffered three consecutive rocket failures. By 2008, Elon Musk had invested nearly everything he had. The fourth launch wasn’t merely important — it was a matter of survival.

After Falcon 1 failed three consecutive times between 2006 and 2008, Musk did not conduct a witch hunt. Heads did not roll. Instead, he assembled his engineers, dissected the technical causes, and focused relentlessly on fixing problems and building morale before the next launch. The emphasis was always on emphasizing rapid learning and pushing ahead.

The successful fourth Falcon 1 launch took place on September 28, 2008. On that flight, Falcon 1 became the first privately developed liquid-fueled rocket to reach Earth’s orbit, a milestone many experts had considered nearly impossible for a startup company.

Had Falcon 1 failed a fourth time there might be no SpaceX today. Instead, that launch succeeded, NASA came calling, and a company that was weeks from collapse began its ascent toward bending history.

The lesson for leaders is profound: if you want people to innovate, you must create an environment where failure is an option, and where prudent risk-taking and rapid learning pervade your culture. SpaceX routinely tested rockets knowing they might explode because Musk believed real-world learning happened faster than endless analysis.

Early on, the fledgling start-up adopted a rapid “test, learn, redesign” cycle rather than trying to eliminate every possible risk before launch. Each unsuccessful launch produced engineering insights that were incorporated into the next design. In that sense, the first three launches were not really failures at all. They were expensive tuition payments on the road to success.

Take Away the Safety Net

Another of Elon Musk’s most important innovations wasn’t technological at all. It was organizational. In an industry long dominated by cost-plus contracts, where the federal government pays defense contractors for effort and expenses, plus a guaranteed margin of profit, regardless of results. Instead, Musk embraced milestone-based agreements with the government that essentially said, “Only pay us when we succeed.”

Taking away the safety net created enormous pressure on SpaceX. But it also unleashed extraordinary creativity and drive. Engineers were encouraged to think boldly, challenge “that’s the way we’ve always done it” thinking, and test ideas rapidly. The risks were borne by the organization, not by individual engineers. As a result, failure became rocket fuel rather than stigma.

One of the defining challenges facing young people today is an exaggerated fear of failure. Research shows that today’s students are significantly more anxious about making mistakes than previous generations. Many have come to believe that one wrong decision can derail a career, a reputation, or a future.

In today’s organizations, failure has become a taboo topic. We fear it. We hide it. We spend enormous amounts of energy trying to avoid it. Employees learn quickly which mistakes are acceptable and which ones can damage careers. As a result, people become cautious. They play defense instead of offense. They stop experimenting and growing in their careers. Obsolescence sets in.

Yet history tells us a different story. Almost every meaningful achievement — whether in business, innovation, politics, science, or personal growth — has been preceded by setbacks, disappointments, and outright failures.

Thomas Edison famously tested thousands of materials before finding a workable filament for his electric light bulb. When asked about his failures, he replied that he hadn’t failed at all. He had simply discovered thousands of ways that didn’t work.

Abraham Lincoln’s early career reads like a catalog of disappointments. He lost elections, suffered business failures, endured personal tragedies, and faced repeated public setbacks. Yet those experiences shaped the resilience and wisdom that ultimately carried him to the presidency during one of the most difficult periods in American history.

The lesson is not that failure is desirable. The lesson is that failure is often the price of admission for meaningful success.

The first step toward building a healthier attitude toward failure is being able to talk about them. I was fired from a dead-end corporate job early in my career and for years I hid my shame. Nowadays I realize I wasn’t fired but fired up! I realized that if I was ever going to become a self-supporting independent journalist, that I should seize that moment and dive in. I went on to become an expert in innovation, and a lucrative career that has taken me all over the world.

What I’ve found in teaching managers how to drive growth through innovation is that when mistakes are hidden, their value is lost. Others cannot learn from them. Valuable insights remain trapped inside individuals or departments. The organization pays the cost of the mistake but receives none of the educational benefit.

What I teach is that when there is a “failure,” that’s a good time to conduct a post-mortem after unsuccessful projects. Ask simple questions: What happened and why? What assumptions proved wrong? What can we learn? Most importantly, objective in-depth debriefs remove blame from the discussion. The goal is not to identify a culprit. The goal is to uncover lessons.

Organizations that openly discuss failures build institutional wisdom. Organizations that conceal failures repeat them.

True failure, therefore, is not making a mistake. True failure occurs when we fail to learn from mistakes — either our own or those of others.

Every industry is littered with examples of organizations that ignored warning signs that should have been visible to management. Kodak invented much of the technology behind digital photography yet failed to act on what it had learned. Blockbuster dismissed the significance of streaming. Nokia allowed a top down, risk adverse culture to congeal such that, when the iPhone hit the market, they were unable to pivot fast enough. Countless companies have repeated mistakes that competitors had already paid dearly to discover.

The most successful professionals cultivate the opposite habit. They become students of failure. They study what went wrong, why it went wrong, and how similar mistakes can be avoided in the future.

The risks associated with failure must be borne by the organization, not by individuals within the organization. When employees feel that every unsuccessful initiative could become a career-limiting event, innovation dies. Fear becomes the dominant operating system.

Leaders must create environments where people know that responsible experimentation is encouraged and protected. That does not mean tolerating carelessness or repeated mistakes. Accountability still matters. Preparation still matters. Execution still matters.

But when a well-conceived initiative fails despite thoughtful planning and diligent effort, the organization should absorb the risk and harvest the lessons.

People should not have to choose between innovation and job security.

This brings us to one of the most useful principles in modern business: fail fast and fail cheap.

Rather than investing years and millions of dollars pursuing untested assumptions, successful organizations run small experiments. They test ideas early. They gather feedback quickly. They adjust before costs escalate.

A small failure today can prevent a catastrophic failure tomorrow.

Think of it as buying information. Every experiment produces data. Some experiments confirm assumptions. Others disprove them. Both outcomes are valuable because they reduce uncertainty and improve future decisions.

The organizations that learn the fastest often outperform those with the greatest resources.

Ultimately, success is not achieved by avoiding failure. Success is achieved by creating systems that transform failure into learning, learning into wisdom, and wisdom into better decisions.

Edison understood this. Lincoln understood this. Musk understood this. Every accomplished entrepreneur, inventor, executive, and leader eventually learns the same lesson. Failure itself is rarely fatal. Refusing to learn from it often is.

The organizations that thrive in the future will not be those that make the fewest mistakes. They will be the ones that learn the fastest, adapt the quickest, and create cultures where intelligent risk-taking is not feared but encouraged.

After all, the opposite of failure is not success. The opposite of failure is learning.

This article originally appeared in Forbes

Image credit: Wikimedia Commons

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The Synthetic Organization

The Incredible Shrinking Corporation – An AI Soft Landing Scenario

LAST UPDATED: June 26, 2026 at 5:21 PM

The Synthetic Organization

by Braden Kelley and Art Inteligencia


The Incredible Shrinking Corporation

Hot Take: The corporation may not disappear. It may shrink.

For decades, enterprise growth has been inextricably linked to headcount. The dominant narrative surrounding artificial intelligence — the “Hard Landing” — paints a dystopian picture of mass white-collar unemployment, displacement, and economic stagnation. But this view suffers from a lack of architectural imagination.

There is an alternative path: The AI Soft Landing Hypothesis. In this future, the fundamental equation of organizational scale is rewritten. We are entering the era of The Synthetic Organization, where the traditional corporate structure doesn’t collapse under the weight of automation — it compresses.

The core paradigm shift moves us away from the legacy question of the industrial age: “How many employees does a company need to scale?” Instead, innovation leaders must ask the defining question of the agentic era: “How much organizational capacity can a single human coordinate?”

Anatomy of the Synthetic Organization

The Synthetic Organization represents a fundamental departure from the traditional, siloed corporate hierarchy. It is a hybrid model built for speed, agility, and cognitive leverage — redefining what it means to build an enterprise in the age of agentic AI.

The Core Architecture

Rather than replacing humans, this model wraps advanced technology around them. The infrastructure is built on three pillars:

  • The Human Core: A lean team of strategic leaders, experience designers, and empathetic change agents who provide vision, governance, and ethical guardrails.
  • The Agentic Layer: Autonomous AI agents designed to handle specific domains — from market analysis and code deployment to real-time customer experience optimization.
  • The Operational Fabric: The connective tissues and APIs that allow these agents to collaborate, share data, and hand off tasks seamlessly.

The 10x Operational Math

In this new paradigm, traditional resource constraints evaporate. A 20-person company is no longer limited to boutique output. By orchestrating thousands of specialized AI agents, a small team can match the operational bandwidth, market research capabilities, and creative output of a traditional 200-person organization.

Fluidity Over Hierarchy

The rigid corporate ladder is replaced by a dynamic, decentralized network. Instead of static departments (e.g., Marketing, HR, Finance), the organization spins up fluid project teams and dynamic expertise networks on demand. When a market opportunity arises, the human orchestrator configures the necessary AI agents to execute, iterate, and dissolve the workflow once the objective is met.

The Soft Landing: The Great Entrepreneurial Explosion

The transition to the Synthetic Organization introduces a vital counter-narrative to the fear of structural unemployment. When the overhead required to run an enterprise plummets, the barrier to market entry vanishes. We are on the precipice of an unprecedented explosion in human entrepreneurship.

Democratizing Scale

Historically, corporate giants maintained their dominance through massive capital reserves, vast global supply chains, and overwhelming human headcount. Agentic AI levels this playing field. Because a small team can now command the organizational capacity of a legacy enterprise, capital-intensive scale is no longer a prerequisite for market disruption. The advantage shifts from the biggest player to the most agile creator.

The Rise of the Micro-Enterprise

Rather than a jobless future, the AI soft landing shifts the labor landscape toward specialized, hyper-efficient micro-enterprises. Displaced corporate professionals will pivot to form boutique agencies, niche consultancies, and specialized technology startups. Supported by an ecosystem of interconnected AI agents, these lean outfits will manage everything from lead generation to service delivery with minimal overhead.

Asymmetrical Competition

This structural shift triggers a new era of asymmetrical competition. Small, human-centric teams — unburdened by corporate bureaucracy, legacy systems, or multi-layered approval chains — can identify market gaps, pivot strategies, and launch innovative customer experiences in days rather than quarters. Legacy organizations will no longer just compete with traditional sector rivals; they will find themselves competing against a vast, highly adaptive swarm of micro-innovators.

The Human-Centered Imperative: The Role of the Orchestrator

As the execution of routine work transitions to agentic ecosystems, the premium on uniquely human capabilities skyrockets. In a synthetic organization, technology handles the how, leaving humans to deeply design, govern, and anchor the why. The corporate executive must evolve from a manager of people into an architect of ecosystems.

From “Doers” to “Architects”

When tactical execution is automated, human value shifts toward strategic curation, experience design, and empathy. The successful professional is no longer the fastest producer of an artifact, but the most insightful orchestrator of outcomes. Human leaders provide the intentional vision, cultural context, and emotional intelligence that AI lacks, ensuring that business outputs remain resonant and aligned with true human needs.

Change Management for the Synthetic Era

Transitioning to this model requires a profound shift in mindset. Organizations cannot simply mandate the use of AI; they must actively guide workers through the psychological transition of letting go of legacy tasks. Change leaders must design upskilling pathways that transform traditional contributors into governors of digital networks, mitigating the friction and resistance that naturally accompanies structural evolution.

Designing the Employee Experience (EX)

In a heavily automated environment, maintaining a vibrant, purposeful culture is a distinct challenge. Human-centered design must be applied internally to ensure that the employees who remain do not feel isolated or mechanized by the surrounding AI layer. Organizations must deliberately construct an employee experience that prioritizes psychological safety, fosters genuine human connection, and elevates creative fulfillment as the ultimate benchmark of corporate health.

The Ultimate Edge Case: The “AI Twin” and the Autonomous Enterprise

Beyond the hybrid team lies the frontier of organizational design: the creation of a fully operational, autonomous “AI Twin” of the enterprise. This is not merely a passive simulation or a predictive model; it is a parallel digital reflection of the company capable of operating, experimenting, and iterating continuously without direct human intervention.

Decoupling the Digital from the Physical

The AI Twin governs the entirely digital value chain of the organization — managing data ingestion, continuous optimization of software systems, automated marketing loops, and real-time financial balancing. When its operations interface with the physical world, it bypasses the need for internal corporate infrastructure. Instead, the autonomous twin dynamically contracts, outsources, and triggers API-driven actions within global supply chains, third-party logistics, and on-demand physical services.

The Strategic Sandbox and Continuous Innovation

For innovation leaders, this autonomous twin serves as the ultimate strategic sandbox. While the human core focuses on long-term vision and relational experience design, the AI Twin can rapidly test hundreds of parallel micro-strategies, simulate competitive threats, and launch digital products in live, controlled environments. It acts as a high-velocity learning loop, identifying market anomalies and proving out operational efficiencies before they are integrated into the primary corporate framework.

The Coexistence Challenge

Deploying an autonomous twin introduces a profound change management and governance paradox. Leaders must intentionally design the connective tissue between high-speed autonomous operations and deliberate human strategy. The goal is to ensure the AI Twin remains an amplifier of human intent rather than an unmoored corporate autopilot, establishing strict ethical guardrails and regular strategy synchronization intervals to keep the digital and human cores fundamentally aligned.

Conclusion: Designing a Future of Abundant Capability

The Ultimate Takeaway: The Synthetic Organization is not a blueprint for doing less with fewer people. It is a framework for enabling small, hyper-focused groups of humans to achieve unprecedented scale, impact, and agility. The compression of corporate size is not a sign of decay, but of ultimate optimization.

As we navigate this transition, we must resist the old industrial urge to view artificial intelligence purely as a tool for headcount reduction and cost-cutting. Treating AI merely as an efficiency play is a failure of leadership. Instead, visionary executives must view agentic ecosystems as vehicles for human empowerment, liberating talent from administrative friction so they can focus on what they do best: creating meaningful experiences, driving breakthrough innovation, and building authentic relationships.

Call to Action

The transition toward a soft landing will not happen by accident; it must be designed. Business leaders, change agents, and innovators must act today to:

  • Redefine Roles: Begin shifting job descriptions away from tactical execution and toward strategic ecosystem orchestration and experience design.
  • Architect the Infrastructure: Start experimenting with fluid, agent-supported project networks and pilot testing localized “digital twins” to build organizational adaptability.
  • Commit to Human-Centered Governance: Establish the ethical guardrails and psychological safety nets required to guide teams through this structural evolution without losing organizational soul.

The future belongs to those who build organizations that are smaller in headcount, but infinitely larger in capability.

Frequently Asked Questions

What exactly is a “Synthetic Organization”?

A Synthetic Organization is a highly agile, human-centered enterprise architecture. Instead of relying on massive human headcount and rigid hierarchies to achieve scale, it features a lean core team of human leaders who architect, guide, and orchestrate a fluid network of specialized AI agents and dynamic expertise networks.

Does this hypothesis imply mass white-collar unemployment?

No, that is the “hard landing” scenario. The AI Soft Landing Hypothesis suggests that as the overhead and capital required to scale an enterprise plummet, we will see an explosion of entrepreneurship. Displaced professionals will pivot to form highly efficient micro-enterprises and boutique agencies, using agentic AI to compete directly with legacy giants.

What is the difference between an “AI Twin” and a traditional digital twin?

Traditional digital twins are passive models used to monitor physical assets, like factory machinery. An operational “AI Twin” of an organization is an active, autonomous edge case. It runs entirely digital value chains, tests parallel micro-strategies, and interacts with the physical world through automated contracting and API-driven outsourcing—operating independently while remaining anchored to human strategic guardrails.



Operationalize Organizational Empathy

Ready to Bridge the Gap Between Technology and Human Experience?

Technology only provides capability; human adoption creates the value. If you want to move past cold operational metrics and design fear out of your transformation, let’s connect. Get expert guidance on architecting impactful Experience Level Measures (XLMs) or establishing a dedicated Experience Management Office (XMO) tailored to your culture.

EDITOR’S NOTE: This is a visualization of but one possible future. I will be publishing other possible futures as they crystallize in my mind (or as you suggest them for me to explore).

Image credits: Google Gemini

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, add images and create infographics.

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4 Simple Rules That Make You Exponentially More Effective and Productive

4 Simple Rules That Make You Exponentially More Effective and Productive

GUEST POST from Greg Satell

Shortly after I first arrived at college, my wrestling coach told my teammates and me that we would all be attending a freshman technique camp. It turned out to be something quite different than what I had expected. He didn’t teach us any advanced or esoteric method, but instead demonstrated the basics.

It was incredibly humbling. The fact that we were there in the first place, competing for a Division 1 program, meant that we had all demonstrated outstanding accomplishment. And now we were supposed to revisit the stuff we learned in peewee programs? It seemed insulting at first, but turned out to be one of the best lessons I’ve ever learned.

The truth is that in any endeavor, you are only as good as your fundamentals. While it’s easy to get enamored with grand strategies and fancy tactics, whether you succeed or fail is far more likely to depend on doing simple, basic things consistently well. In much the same way, I’ve found that simple rules can, if applied sensibly, help make you incredibly effective.

1. Play, “Hey Jude”

Paul McCartney wrote hundreds of songs in his career. Many were hits, but others were more obscure. One that was sure to please crowds was the classic “Hey Jude.” He first wrote the song in 1968, to comfort five-year old Julian Lennon during his parent’s divorce and I’m sure that over the years the former Beatle got tired of singing it. But he continued to perform it because he knew that’s what his fans wanted.

Clients often ask me whether I can create a new keynote or a workshop for them. Michael Port, a top coach in the speaking industry, explains why that is almost always a bad idea. Would you like a doctor to perform the same surgery on you that she has successfully done hundreds of times before, or try something different this time?

One of the things that has amazed me over the years, in myself and in others, is our urge to do something different for difference’s sake. Doing the same old thing time and time again gets boring, which is why as successful high school wrestlers we wanted to learn fancier techniques and didn’t focus on our fundamentals as we should have.

We need to learn to play our own personal “Hey Jude’s.” It may seem old and tired, but it’s what we’re good at and, if it does the job we need it to, we should keep at it. That doesn’t mean we don’t continue to experiment and learn new things. But we have to remember to always play the hits.

2. Talent Is Overrated

One of the most common questions I get asked by senior managers is “How can we find more innovative people?” I know the type they have in mind. Someone energetic and dynamic, full of ideas and able to present them powerfully. It seems like everybody these days is looking for an early version of Steve Jobs.

Yet the truth is that today’s high value work is not done by individuals, but teams. It wasn’t always this way. The journal Nature noted that until the 1920’s most scientific papers only had a single author, but by the 1950s that co-authorship became the norm and now the average paper has four times as many authors as it did back then.

To solve the kind of complex problems that it takes to drive genuine transformation, you don’t need the best people, you need the best teams. That’s why traditional job descriptions lead us astray. They tend to focus on task-driven skills rather than collaboration and human skills. We need to change how we evaluate, recruit, manage and train talent.

Talent isn’t something you hire or win in a war, it’s something you empower. It depends less on the innate skills of individuals than how people are supported and led. As workplace expert David Burkus puts it, “talent doesn’t make the team. The team makes the talent.” Skills and teamwork are developed over time.

So if you’re disappointed with the level and talent in your organization, the questions you need to ask are: “How can I better empower people to do their best work?” “What do I reward and what do I punish?” “Am I asking people to do what I want or inspiring them to want what I want?”

3. Find A “Hair on Fire” Use Case

Good operational managers learn to identify large addressable markets. Bigger markets help you scale your business, drive revenues and allow you to invest back into operations to create more efficiency. Greater efficiencies lead to fatter profit margins, which allow you to invest even more on improvements, creating a virtuous cycle.

Yet when you are doing something new and different, trying to scale too fast can kill your business even before it’s really gotten started. A truly revolutionary product is unpredictable because, by its very nature, it’s not well understood. Charging boldly into the unknown is a sure way to run into unanticipated problems that are expensive to fix at scale.

A better strategy is to identify a hair on fire use case — someone who needs a problem fixed so badly that they are willing to overlook the inevitable glitches. They will help you identify shortcomings early and correct them. Once you get things ironed out, you can begin to scale for more ordinary use cases.

For example, developing a self-driving car is a risky proposition with a dizzying amount of variables you can’t account for. However, a remote mine in Western Australia, where drivers are scarce and traffic nonexistent, is an ideal place to test and improve the technology. In a similar vein, Google Glass failed utterly as a mass product, but is getting a second life as an industrial tool. Sometimes it’s better to build for the few than the many.

4. Anticipate Failure

Starting a new venture or initiative is always exciting. Pregnant with possibility and hope, the sky seems like the limit and the last thing you want to think about is things going wrong. Yet neglecting to anticipate failure is one sure way to decrease your chances of success.

That’s why when we first start working with a team on an organizational transformation, we ask them to imagine someone possessed by an evil demon. How would such a person try to derail the initiative? What dirty tricks might they pull? What would they lie about? We ask this not because we think that there’s actually people possessed by evil demons, but because it helps executives imagine things that could go wrong

There is, in fact, no shortage of tools that can help to uncover flaws in your plans. Pre-mortems force you to imagine specific ways a project could fail. Red Teams set up a parallel group specifically to look for flaws. Howard Tiersky, CEO of the digital transformation agency From Digital and author of the Wall Street Journal bestseller Winning Digital Customers, often uses de Bono’s Six Thinking Hats to help the team take different perspectives.

When we deconstruct failed initiatives, the problem is rarely one of ambition, energy, hard work or even acumen, but rather a lack of imagination. You can evaluate and analyze all you want, but chances are what kills your venture or initiative will be something that you didn’t see coming and didn’t account for.

For any significant endeavor, learning to anticipate failure is a key success skill. Or, as Andy Grove put it: “Success breeds complacency. Complacency breeds failure. Only the paranoid survive.”

— Article courtesy of the Digital Tonto blog
— Image credit: Pexels

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Ten Signs You Need a Customer Experience Audit

Ten Signs You Need a Customer Experience Audit

by Braden Kelley and Art Inteligencia


The Silent Churn: Why Business-Centric Operations Blind Us to Customer Reality

The silent killer of modern businesses isn’t a flawed product; it’s a friction-filled experience that slowly alienates customers without management ever realizing it. Companies often pour millions into product development, marketing campaigns, and sales pipelines, only to watch customer loyalty bleed out through a thousand unmapped micro-frictions. When metrics begin to slip, the instinct is often to look inward — to optimize processes, cut costs, or push harder sales targets. However, fixing an experience problem with operational pressure only accelerates the decline.

Shifting the Lens: From Internal Systems to Human-Centered Design

The core vulnerability for most organizations lies in their viewpoint. It is natural to look through the company’s lens, evaluating success based on internal milestones, department-specific KPIs, and system efficiencies. But your customers do not care about your organizational chart, your legacy software limitations, or your internal workflows. They care about their own time, their own goals, and how effortlessly your business helps them achieve them. True human-centered design requires shifting from an inside-out mentality to an outside-in perspective, evaluating every touchpoint based on human behavior, emotion, and cognitive load rather than operational convenience.

The Purpose of an Audit: Diagnosis, Empathy, and Alignment

This is where a Customer Experience (CX) Audit becomes vital. Far from a finger-pointing exercise or a bureaucratic compliance check, a CX audit is a rigorous, empathetic diagnostic tool. It is designed to dismantle assumptions, expose the gaps between what a company *thinks* it delivers versus what the customer *actually* experiences, and align the entire organization around a unified journey. Identifying whether your business is suffering from these hidden friction points is the first step toward building sustainable, customer-led growth.

Ten Signs You Need a Customer Experience Audit

Recognizing when an organization’s internal processes have decoupled from customer expectations is critical. The following ten warning signs indicate that systemic friction is eroding value and that a comprehensive customer experience diagnostic is required.

1. The “Metric Paradox” (High CSAT, Dropping Retention)

Operational dashboards show excellent customer satisfaction (CSAT) scores or high Net Promoter Scores (NPS), yet contract renewals, repeat purchases, or customer lifetime value (LTV) are steadily declining. This paradox occurs when metrics evaluate isolated, transactional touchpoints rather than the cumulative, end-to-end journey. Customers may be satisfied with a specific support interaction but entirely frustrated by the overall relationship.

2. Cross-Departmental Finger Pointing (The Silo Effect)

When customer satisfaction drops or friction surfaces, internal teams retreat into functional silos. Marketing blames Sales for setting improper expectations, Sales blames Product for missing capabilities, and operations blames Customer Support for failing to retain accounts. When an organization’s internal structure dictates the customer journey, the customer is forced to act as the integrator, piecing together a fragmented, inconsistent relationship.

3. Rapidly Escalating Customer Support Costs

Customer support ticket volumes, live chat queues, and operational costs are outstripping overall customer acquisition or revenue growth. When frontline teams are consistently overwhelmed by repetitive, basic procedural questions, it signals a systemic failure in proactive communication, self-service infrastructure, or initial onboarding design.

4. The “Feature-Rich, Adoption-Poor” Product

The organization continuously ships highly requested product features, digital enhancements, or service updates, yet product telemetry and usage data reveal that customers utilize only a minor fraction of the ecosystem. This indicates a gap between what customers *say* they want during isolated feedback loops and how they actually behave within their day-to-day context.

5. Onboarding is a “Black Box”

A significant percentage of customer churn or user drop-off occurs within the critical first 30 to 90 days following initial conversion. When post-sale momentum stalls, it reveals a lack of structural alignment between the initial marketing promise and the operational reality of delivery, leaving customers without a clear path to achieving their first milestone of value.

6. Your Customer Journey Map Hasn’t Been Updated in Years

The organization relies on historical customer personas, idealized flowcharts, or journey maps developed years ago. In rapidly evolving markets, customer behaviors, environmental pressures, and digital expectations shift continuously. Relying on outdated assumptions ensures that operational models remain optimized for a customer base that no longer exists.

7. Over-Reliance on “Discounting” to Win Back Customers

The primary mechanism for retaining accounts, securing contract renewals, or winning back lapsed customers relies heavily on price concessions, promotions, or fee waivers. When financial discounting becomes the default retention strategy, it demonstrates that the experience itself has failed to provide a meaningful, non-commodity differentiator.

8. “Ghosting” After the Initial Touchpoint

Marketing funnels successfully generate high digital traffic, inbound inquiries, or initial sign-ups, but conversion rates to the next meaningful milestone are low. This drop-off indicates that micro-frictions—such as confusing interface copy, excessive form fields, or slow operational response times — are killing engagement before trust can be established.

9. Customer Feedback is Reactive, Not Proactive

Customer insights are derived exclusively from trailing indicators, such as public reviews, escalation tickets, or formal cancellation notices. Lacking continuous, human-centered listening posts across key milestones leaves an organization permanently reactive, fixing broken experiences after damage to customer sentiment is already permanent.

10. Employees are Burned Out and Disengaged

Frontline customer success, account management, and support teams experience high turnover, low morale, or systematic disengagement. Because employee experience (EX) mirrors customer experience, a team that lacks adequate tools, clear data pathways, or operational autonomy will inherently project that frustration directly onto the customer base.

Download the 10 Signs You Need a CX Audit Flipbook

Download the Flipbook

Demystifying the Process: What Happens During a Customer Experience Audit?

A human-centered customer experience audit is not a theoretical exercise; it is an active, cross-functional diagnostic designed to uncover operational friction and hidden human insights. By combining behavioral observations with systemic data, the audit establishes an objective reality of how your organization interfaces with the market. The methodology focuses on three primary pillars:

1. Heuristic Evaluation and Journey Walkthroughs

This phase requires shedding internal assumptions and experiencing the organization exactly as a customer does. Auditors conduct meticulous journey walkthroughs — often utilizing mystery shopping methodologies across both digital and physical touchpoints. Every step of the lifecycle is evaluated, from the initial search and purchasing process to onboarding, billing, support, and account renewal. This captures the micro-frictions, confusing interfaces, and inconsistent messaging that traditional internal reporting fails to catch.

2. Data Triangulation: Quantitative Metrics Meet Qualitative Insights

Data without context leads to false assumptions, while feedback without data leads to unscalable solutions. A rigorous audit triangulates multiple data streams to find the ground truth:

  • Quantitative Operational Data: Analyzing product telemetry, support ticket trends, drop-off rates, behavioral analytics, and time-to-value metrics.
  • Qualitative Human Insights: Conducting deep-dive user interviews, direct ethnographic observations, and empathy-mapping sessions with actual customers.
  • Internal Stakeholder Feedback: Interviewing frontline employees to uncover the broken back-end tools and siloed processes that directly impact customer delivery.

3. The Friction Inventory and Strategic Prioritization

The ultimate deliverable of a customer experience audit is a comprehensive Friction Inventory. Rather than a simple list of problems, identified gaps are categorized and mapped against a matrix of operational effort and customer impact. This ensures leadership walks away with an actionable, phased roadmap: prioritizing immediate “quick wins” that relieve acute pressure on the customer, while outlining the structural, cross-departmental redesigns required for sustainable, long-term growth.

Beyond Diagnosis: Activating the Audit with Proven Innovation Frameworks

Identifying the ten signs of customer experience decay is only half the battle. A successful audit does not just live in a static PDF report; it must serve as a catalyst for human-centered change. To transform these audit insights into sustained operational reality, organizations must cross-pollinate CX diagnostics with structured innovation and change management frameworks.

1. Mobilizing the Right Talent: The Nine Innovation Roles

Fixing systemic journey friction requires cross-functional collaboration. Once the audit exposes key gaps, teams can utilize the Nine Innovation Roles framework to assemble the right transformation task force. By intentionally balancing roles—such as the Revolutionary to challenge legacy processes, the Conductor to manage cross-departmental dependencies, and the Empath to safeguard the customer’s emotional reality—organizations ensure that the remediation phase isn’t derailed by traditional corporate inertia.

2. Designing the Solution: The Eight I’s of Infinite Innovation

Resolving complex, deep-seated friction points is an act of continuous creation. The Eight I’s of Infinite Innovation provides the repeatable lifecycle needed to scale audit findings. Teams move systematically from Intent and Insight (fully realized during the audit) into Ideation, Evaluation, and Investigation of potential journey fixes. This prevents organizations from rushing into superficial “band-aid” fixes and instead drives them toward deep, human-centered architectural improvements.

3. Overcoming Internal Resistance: The Change Planning Toolkit

The greatest barrier to fixing a broken customer experience isn’t technology; it is internal human resistance to changing legacy workflows. If employees are comfortable with the old, siloed way of working, a new CX strategy will fail. Utilizing visual collaboration tools like the Change Planning Toolkit allows cross-functional teams to co-create the blueprint for new customer-centric processes. Moving away from top-down mandates toward participatory innovation drastically reduces internal friction, aligning employee behaviors directly with the desired customer outcomes.

The Path Forward: From Diagnosis to Customer-Led Growth

A customer experience audit is not a confession of organizational failure; it is an active investment in sustainable, customer-led growth. In highly competitive markets, the experience a company delivers becomes its ultimate competitive advantage or its greatest point of failure. Continuing to view customer friction as isolated support tickets or occasional operational anomalies guarantees that your business will continue to bleed value to more agile, human-centered competitors.

Take the First Step

Uncovering systemic friction requires the willingness to look closely at uncomfortable operational truths. You do not need to overhaul your entire enterprise overnight. To begin, gather your leadership team this week and evaluate your performance against just one or two of the ten signs outlined above. Challenge your assumptions, listen deeply to your frontline employees, and commit to looking at your organization through the eyes of the people who matter most—your customers.

Frequently Asked Questions

How often should an organization conduct a customer experience audit?

A comprehensive, deep-dive customer experience audit should be conducted every 12 to 18 months, or immediately following major business inflection points such as a product pivot, a merger, or a significant shift in market dynamics. However, organizations should maintain continuous, lightweight qualitative and quantitative monitoring loops between these formal deep dives to catch micro-frictions early.

What is the difference between a traditional business audit and a CX audit?

A traditional business audit is inside-out, focusing on financial compliance, internal operational efficiency, and system metrics. A customer experience (CX) audit is outside-in and human-centered. It evaluates the organization strictly through the customer’s behavioral and emotional reality, diagnosing gaps where internal operational convenience is actively harming customer retention and value delivery.

How long does a human-centered CX audit typically take to complete?

A standard human-centered customer experience audit typically takes between 4 to 8 weeks, depending on the scale of the organization and the complexity of the customer journey ecosystems. This timeframe allows for thorough journey walkthroughs, data triangulation from operational telemetry, deep-dive customer interviews, and the prioritization of an actionable friction inventory.


1. Why is an independent CX audit better than an internal one?

Internal teams often suffer from the “Curse of Knowledge” — they are so familiar with how things should work that they miss how they actually work for the customer. An independent auditor brings unbiased clarity and the courage to name the structural issues that internal politics might keep hidden.

2. How does Braden Kelley’s approach differ from others?

Most audits look for bugs; Braden Kelley looks for breakthroughs. By applying a human-centered innovation lens, Braden identifies not just where you are failing the customer, but where the customer is signaling a need for a new solution you haven’t built yet.

3. What is the main outcome of this audit?

The primary outcome is Actionable Velocity. You won’t receive a static report; you’ll get a prioritized roadmap that balances immediate experience “quick wins” with long-term strategic innovation goals, ensuring your CX is a driver of growth, not just a line item.

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Image credits: Gemini

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.

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