Braden Kelley
Braden Kelley
Braden Kelley is an innovation speaker and digital transformation specialist, the author of 'Stoking Your Innovation Bonfire' and 'Charting Change' (Second Edition), a Customer Experience Strategist and creator of the Human-Centered Change™ and FutureHacking™ methodologies.
Anatomy of an Incorruptible Company
Exclusive Interview with Eric Ries This candid, wide-ranging Q&A dives deep into what Eric Ries calls the "physics of organizations" — the hidden structural and...
A New Era for Customer Service
Thanks to the rapid evolution of Conversational AI — fueled by Generative Large Language Models (LLMs) — the entire voice interaction landscape is undergoing a…
Elevating the Customer Journey and Future Proofing Your Business
Customer Experience Audit 101 by Braden Kelley and Art Inteligencia As a customer experience professional it is always surprising when I encounter a flawed experience…
The Importance of Community in Marketing
An Interview with Mark Schaefer Conventional marketing wisdom says that communities are a great way to connect with your target audience in an engaging and...
ChatGPT is a Powerful New Tool for Entrepreneurs
In today’s digital, always connected world, Google too often stands as a gatekeeper between entrepreneurs and small businesses and financial success. Ranking well in...
Have the Rules of Marketing & PR Changed?
The ways we communicate continue to evolve. Keeping pace with the latest trends in social media and online video, while preventing your product or...
Introduction to Loyalty Archaeology™
Tools for Excavating Sources of Next Generation Loyalty Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. The…
Creating Cumulative Advantage
Exclusive Interview for CustomerThink with Mark Schaefer Cumulative Advantage as a concept builds unstoppable momentum for your ideas and your business -- even when the...
After Hours with PepsiCo’s First Chief Design Officer – Mauro Porcini
Recently I had the opportunity to sit down with Mauro Porcini, SVP & Chief Design Officer at PepsiCo, a multi-billion-dollar American corporation with more...
Starbucks Improving the Last Minute of the Mobile Ordering Journey
Starbucks is definitely viewed as an innovator in the loyalty and mobile commerce spaces. Starbucks was one of the first retailers (2008) to successfully launch...
When You Should Hire an Evangelist
What is an evangelist? When many people hear this term, their minds used to picture Billy Graham or Pat Robertson, but this is changing. Why?…
Align Your Markets, Organization, and Strategy Around Customer Needs
An Exclusive Interview with Jim Kalbach The Jobs-to-be-Done (JTBD) approach offers a unique lens for viewing the people you serve. Instead of looking at the...
Leading a Successful Reorganization
An Exclusive Interview with Stephen Heidari-Robinson and Suzanne Heywood I had the opportunity recently to interview fellow authors Stephen Heidari-Robinson and Suzanne Heywood, co-founders of Quartz...
Designing a Digital Business for the Digital Age
In our digital age, all companies must change how they think, how they interact with customers, partners, and suppliers, and how their business works...
8 Design Thinking Flaws and How to Fix Them
by Braden Kelley and Adam Radziszewski Design Thinking attempts to extract the mindset of a designer, an artist, a creator, or even a child into...
Building an Insights and Innovation Group from Scratch
Many of you reading this have created or operated innovation or insights programs for organizations of a variety of sizes, or are curious about...
Eight I’s of Infinite Innovation – Revisited
Some authors talk about successful innovation being the sum of idea plus execution, others talk about the importance of insight and its role in...
Visualizing a Change Standard
In The Five Keys to Successful Change I highlight five key areas for organizations to focus on if they are serious about building a...
Measuring Change Readiness
Are you and your organization ready for change? Too often organizations define the change effort they want to pursue without first identifying whether there are...
Building a Global Sensing Network – The Reboot
When I first wrote about Building a Global Sensing Network I wrote in the specific context of the war for innovation and the need...