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	<title>Human-Centered Change and Innovation</title>
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	<link>https://bradenkelley.com</link>
	<description>Keynote Speaker &#38; Futurist - Braden Kelley</description>
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		<title>Is Your AI in the Zone to Win?</title>
		<link>https://bradenkelley.com/2026/08/geoffrey-moore-ai-zone-management-strategy/</link>
					<comments>https://bradenkelley.com/2026/08/geoffrey-moore-ai-zone-management-strategy/#respond</comments>
		
		<dc:creator><![CDATA[Geoffrey Moore]]></dc:creator>
		<pubDate>Wed, 19 Aug 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Technology]]></category>
		<category><![CDATA[AI]]></category>
		<category><![CDATA[Artificial Intelligence]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100851</guid>

					<description><![CDATA[Whether you are catching up, keeping up, getting ahead, and fending off an existential threat, get in the zone! GUEST POST from Geoffrey Moore We’re already almost three years into the modern AI era, and everyone wants to know — What are we doing with AI? The board wants to know, the sales team wants [&#8230;]]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/08/geoffrey-moore-ai-zone-management-strategy/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">100851</post-id>	</item>
		<item>
		<title>How Long Does a Customer Experience Audit Take?</title>
		<link>https://bradenkelley.com/2026/08/customer-experience-audit-timeline/</link>
					<comments>https://bradenkelley.com/2026/08/customer-experience-audit-timeline/#respond</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Tue, 18 Aug 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Customer Experience Audit]]></category>
		<category><![CDATA[timeline]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100806</guid>

					<description><![CDATA[A Realistic Timeline by Braden Kelley and Art Inteligencia The honest answer to &#8220;how long will this take&#8221; is almost always more useful than a vague reassurance that it &#8220;won&#8217;t take too long.&#8221; Vagueness here is what makes people hesitate — not the actual time commitment, which is usually more manageable than they expect once [&#8230;]]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/08/customer-experience-audit-timeline/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">100806</post-id>	</item>
		<item>
		<title>Time to Finally Kill the Idea of Leaderless Organizations</title>
		<link>https://bradenkelley.com/2026/08/why-leaderless-organizations-fail/</link>
					<comments>https://bradenkelley.com/2026/08/why-leaderless-organizations-fail/#respond</comments>
		
		<dc:creator><![CDATA[Greg Satell]]></dc:creator>
		<pubDate>Mon, 17 Aug 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[collaboration]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[holacracy]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100813</guid>

					<description><![CDATA[GUEST POST from Greg Satell About a decade ago, the management guru Gary Hamel wrote a highly cited article in Harvard Business Review entitled &#8216;First, Let’s Fire All the Managers&#8217;. He analyzed the success of Morningstar, a leading manufacturer of tomato products that operates with a flat management structure and called for other corporations to [&#8230;]]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/08/why-leaderless-organizations-fail/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">100813</post-id>	</item>
		<item>
		<title>Unleashing Your Innovation Potential</title>
		<link>https://bradenkelley.com/2026/08/unleash-innovation-potential-thoughtful-dissent/</link>
					<comments>https://bradenkelley.com/2026/08/unleash-innovation-potential-thoughtful-dissent/#respond</comments>
		
		<dc:creator><![CDATA[Janet Sernack ImagineNation]]></dc:creator>
		<pubDate>Sun, 16 Aug 2026 12:00:56 +0000</pubDate>
				<category><![CDATA[Innovation]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Psychology]]></category>
		<category><![CDATA[Artificial Intelligence]]></category>
		<category><![CDATA[Business Transformation]]></category>
		<category><![CDATA[change leadership]]></category>
		<category><![CDATA[change management]]></category>
		<category><![CDATA[Creativity]]></category>
		<category><![CDATA[organizational change]]></category>
		<category><![CDATA[psychological safety]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100659</guid>

					<description><![CDATA[Empowering people and teams to redirect their emotional energy towards opening their minds to thoughtful dissent and disagreement allows them to handle hard conversations with constructive and creative intent.]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/08/unleash-innovation-potential-thoughtful-dissent/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">100659</post-id>	</item>
		<item>
		<title>Customer Experience Audit Checklist</title>
		<link>https://bradenkelley.com/2026/08/customer-experience-audit-checklist/</link>
					<comments>https://bradenkelley.com/2026/08/customer-experience-audit-checklist/#respond</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Sat, 15 Aug 2026 01:10:00 +0000</pubDate>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[CX Audit Checklist]]></category>
		<category><![CDATA[independent auditor]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100780</guid>

					<description><![CDATA[What a Professional Auditor Actually Looks For by Braden Kelley and Art Inteligencia People often picture a customer experience audit as something closer to inspiration than inspection — a few interviews, some good ideas, a workshop. It isn&#8217;t. A real audit runs a specific, repeatable checklist across five activities, and knowing what&#8217;s actually on that [&#8230;]]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/08/customer-experience-audit-checklist/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">100780</post-id>	</item>
		<item>
		<title>Mapping the Future with Wardley Maps</title>
		<link>https://bradenkelley.com/2026/08/mapping-future-wardley-maps/</link>
					<comments>https://bradenkelley.com/2026/08/mapping-future-wardley-maps/#respond</comments>
		
		<dc:creator><![CDATA[Mike Shipulski]]></dc:creator>
		<pubDate>Fri, 14 Aug 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Futurology]]></category>
		<category><![CDATA[Wardley Maps]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100618</guid>

					<description><![CDATA[GUEST POST from Mike Shipulski How do you know when it’s time to reinvent your product, service or business model? If you add ten units of energy and you get less in return than last time, it’s time to work in new design space. If improvement in customer goodness (e.g., miles per gallon in a [&#8230;]]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/08/mapping-future-wardley-maps/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">100618</post-id>	</item>
		<item>
		<title>Dead Actors Society</title>
		<link>https://bradenkelley.com/2026/08/ai-actor-likeness-licensing/</link>
					<comments>https://bradenkelley.com/2026/08/ai-actor-likeness-licensing/#respond</comments>
		
		<dc:creator><![CDATA[Art Inteligencia]]></dc:creator>
		<pubDate>Thu, 13 Aug 2026 23:40:48 +0000</pubDate>
				<category><![CDATA[Technology]]></category>
		<category><![CDATA[Futurology]]></category>
		<category><![CDATA[actors]]></category>
		<category><![CDATA[AI]]></category>
		<category><![CDATA[Artificial Intelligence]]></category>
		<category><![CDATA[entertainment]]></category>
		<category><![CDATA[human factors]]></category>
		<category><![CDATA[movies]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100764</guid>

					<description><![CDATA[How AI Synthetic Likenesses, Estate Licensing, and the Experience Economy Are Disrupting the Talent Ecosystem GUEST POST from Art Inteligencia I. Executive Summary &#38; Thesis The Paradigm Shift: Generative AI and real-time neural rendering are fundamentally decoupling an actor’s craft and visual identity from their physical body, availability, and natural lifespan. Cinema is transitioning from [&#8230;]]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/08/ai-actor-likeness-licensing/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">100764</post-id>	</item>
		<item>
		<title>Amazon Connect Combines Human Empathy with AI to Redefine Service</title>
		<link>https://bradenkelley.com/2026/08/amazon-connect-ai-customer-service/</link>
					<comments>https://bradenkelley.com/2026/08/amazon-connect-ai-customer-service/#respond</comments>
		
		<dc:creator><![CDATA[Shep Hyken]]></dc:creator>
		<pubDate>Thu, 13 Aug 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Technology]]></category>
		<category><![CDATA[AI]]></category>
		<category><![CDATA[Amazon Connect]]></category>
		<category><![CDATA[human empathy]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100623</guid>

					<description><![CDATA[GUEST POST from Shep Hyken Will AI replace people? This is a question I’m often asked. In the customer service world, there are many who say AI will replace human-to-human support. It’s been predicted by the world’s most reputable consulting firms. However, executives from some of the largest and most recognizable brands on the planet [&#8230;]]]></description>
		
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		<post-id xmlns="com-wordpress:feed-additions:1">100623</post-id>	</item>
		<item>
		<title>How to Build a Local Value Score Without Starting a Partisan Firefight</title>
		<link>https://bradenkelley.com/2026/08/how-to-build-a-local-value-score/</link>
					<comments>https://bradenkelley.com/2026/08/how-to-build-a-local-value-score/#respond</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Wed, 12 Aug 2026 22:35:50 +0000</pubDate>
				<category><![CDATA[Finance]]></category>
		<category><![CDATA[Government]]></category>
		<category><![CDATA[Headlines]]></category>
		<category><![CDATA[abuse]]></category>
		<category><![CDATA[citizen advocacy]]></category>
		<category><![CDATA[Corruption]]></category>
		<category><![CDATA[fraud]]></category>
		<category><![CDATA[politics]]></category>
		<category><![CDATA[waste]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100728</guid>

					<description><![CDATA[by Braden Kelley and Art Inteligencia In the first piece in this series, we lit the spark: absolute spending debates rarely move the needle, while peer-relative value, what similar communities achieve per dollar, can. This article opens the instrument. Not the full DIY toolkit yet. The method. The experience architecture. The discipline that turns civic [&#8230;]]]></description>
		
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			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">100728</post-id>	</item>
		<item>
		<title>Focus on Delivering Your Customers&#8217; Desired Outcomes, Not Delighting Them</title>
		<link>https://bradenkelley.com/2026/08/customer-desired-outcomes-geoffrey-moore/</link>
					<comments>https://bradenkelley.com/2026/08/customer-desired-outcomes-geoffrey-moore/#respond</comments>
		
		<dc:creator><![CDATA[Geoffrey Moore]]></dc:creator>
		<pubDate>Wed, 12 Aug 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[marketing]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100630</guid>

					<description><![CDATA[GUEST POST from Geoffrey Moore Now, let me be clear. I have nothing against delight. But the notion that it should be the goal of a business to delight its customers is folly. Delight, after all, is an evanescent experience that comes and goes pretty much as it pleases. It cannot be reliably evoked. More [&#8230;]]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/08/customer-desired-outcomes-geoffrey-moore/feed/</wfw:commentRss>
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		<post-id xmlns="com-wordpress:feed-additions:1">100630</post-id>	</item>
		<item>
		<title>What Does a Customer Experience Audit Cost?</title>
		<link>https://bradenkelley.com/2026/08/customer-experience-audit-cost/</link>
					<comments>https://bradenkelley.com/2026/08/customer-experience-audit-cost/#respond</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Tue, 11 Aug 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Customer Experience Audit]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100579</guid>

					<description><![CDATA[by Braden Kelley and Art Inteligencia This is usually the last question someone asks before they&#8217;re ready to move forward, which means it deserves a direct answer rather than the consultant&#8217;s reflex of &#8220;it depends.&#8221; It does depend — but on a small, specific set of factors, and I&#8217;d rather walk you through exactly what [&#8230;]]]></description>
		
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		<post-id xmlns="com-wordpress:feed-additions:1">100579</post-id>	</item>
		<item>
		<title>What If You Could Prove the Government is Ripping Us Off?</title>
		<link>https://bradenkelley.com/2026/08/civic-value-comparison-government-spending/</link>
					<comments>https://bradenkelley.com/2026/08/civic-value-comparison-government-spending/#respond</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Tue, 11 Aug 2026 00:48:52 +0000</pubDate>
				<category><![CDATA[Government]]></category>
		<category><![CDATA[Finance]]></category>
		<category><![CDATA[Headlines]]></category>
		<category><![CDATA[abuse]]></category>
		<category><![CDATA[citizen advocacy]]></category>
		<category><![CDATA[Corruption]]></category>
		<category><![CDATA[fraud]]></category>
		<category><![CDATA[politics]]></category>
		<category><![CDATA[waste]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100682</guid>

					<description><![CDATA[by Braden Kelley and Art Inteligencia We are living through a crisis of civic experience. People can feel that they&#8217;re being ripped off by their elected and administrative officials, but yet they lack a fair way to prove it. The future will not be built by louder arguments alone. It will be built by better [&#8230;]]]></description>
		
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			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">100682</post-id>	</item>
		<item>
		<title>Top 10 Human-Centered Change &#038; Innovation Articles of July 2026</title>
		<link>https://bradenkelley.com/2026/08/top-10-innovation-articles-july-2026/</link>
					<comments>https://bradenkelley.com/2026/08/top-10-innovation-articles-july-2026/#respond</comments>
		
		<dc:creator><![CDATA[admin]]></dc:creator>
		<pubDate>Mon, 10 Aug 2026 18:37:46 +0000</pubDate>
				<category><![CDATA[Innovation]]></category>
		<category><![CDATA[Change]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Digital Transformation]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Top 10]]></category>
		<category><![CDATA[AI]]></category>
		<category><![CDATA[change management]]></category>
		<category><![CDATA[Customer Experience ROI]]></category>
		<category><![CDATA[ecosystems]]></category>
		<category><![CDATA[experience economy]]></category>
		<category><![CDATA[failure]]></category>
		<category><![CDATA[innovation frameworks]]></category>
		<category><![CDATA[neuroscience]]></category>
		<category><![CDATA[Open Innovation]]></category>
		<category><![CDATA[strategic foresight]]></category>
		<category><![CDATA[synthetic organization]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100666</guid>

					<description><![CDATA[Drum 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 &#38; Innovation. Did your favorite make the cut? But enough delay, here are July&#8217;s ten most popular innovation posts: What Happens When AI Becomes Your Customer? &#8212; by [&#8230;]]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/08/top-10-innovation-articles-july-2026/feed/</wfw:commentRss>
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		<post-id xmlns="com-wordpress:feed-additions:1">100666</post-id>	</item>
		<item>
		<title>Three Facts That Business Leaders Refuse to Accept</title>
		<link>https://bradenkelley.com/2026/08/business-management-myths/</link>
					<comments>https://bradenkelley.com/2026/08/business-management-myths/#respond</comments>
		
		<dc:creator><![CDATA[Greg Satell]]></dc:creator>
		<pubDate>Mon, 10 Aug 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Change]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[bureaucracy]]></category>
		<category><![CDATA[competition]]></category>
		<category><![CDATA[hierarchies]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100610</guid>

					<description><![CDATA[GUEST POST from Greg Satell In the late 90s Fortune magazine named Enron the most innovative company for six consecutive years, right up until the company collapsed in scandal. GE’s strategy of stack ranking was seen as a model to be emulated by other firms, even though there was no evidence it worked. McKinsey advised [&#8230;]]]></description>
		
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		<post-id xmlns="com-wordpress:feed-additions:1">100610</post-id>	</item>
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		<title>AI Will Create a More Human Future, Not a Less Human One</title>
		<link>https://bradenkelley.com/2026/08/ai-soft-landing-more-human-future/</link>
					<comments>https://bradenkelley.com/2026/08/ai-soft-landing-more-human-future/#respond</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Sun, 09 Aug 2026 20:38:23 +0000</pubDate>
				<category><![CDATA[Technology]]></category>
		<category><![CDATA[Psychology]]></category>
		<category><![CDATA[AI]]></category>
		<category><![CDATA[Artificial Intelligence]]></category>
		<category><![CDATA[humanity]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100639</guid>

					<description><![CDATA[An AI Soft Landing Scenario by Braden Kelley and Art Inteligencia What If the Future Gets More Human? We spend a remarkable amount of time rehearsing the wrong ending. In one popular story, artificial intelligence hollows out work, flattens craft, and leaves people performing the emotional leftovers of automation. That is a hard landing: humans [&#8230;]]]></description>
		
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		<post-id xmlns="com-wordpress:feed-additions:1">100639</post-id>	</item>
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		<title>Managing Your Work Friends</title>
		<link>https://bradenkelley.com/2026/08/managing-work-friends-after-promotion/</link>
					<comments>https://bradenkelley.com/2026/08/managing-work-friends-after-promotion/#respond</comments>
		
		<dc:creator><![CDATA[David Burkus]]></dc:creator>
		<pubDate>Sun, 09 Aug 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[work friends]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100589</guid>

					<description><![CDATA[GUEST POST from David Burkus You just got promoted. Congratulations! But now you’re managing your friends. The people you used to grab lunch with, the ones you vented to about the boss, and the folks who knew every inside joke from your team Slack channel — they’re your team. And you’re their boss. Work friendships [&#8230;]]]></description>
		
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		<post-id xmlns="com-wordpress:feed-additions:1">100589</post-id>	</item>
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		<title>Customer Experience Audit vs. Customer Satisfaction Survey</title>
		<link>https://bradenkelley.com/2026/08/customer-experience-audit-vs-survey/</link>
					<comments>https://bradenkelley.com/2026/08/customer-experience-audit-vs-survey/#respond</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Sat, 08 Aug 2026 01:10:00 +0000</pubDate>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Customer Experience Audit]]></category>
		<category><![CDATA[customer satisfaction]]></category>
		<category><![CDATA[Surveys]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100568</guid>

					<description><![CDATA[Why They Measure Different Things by Braden Kelley and Art Inteligencia &#8220;We already survey our customers&#8221; is the single most common objection I hear when I raise the idea of an experience audit, and it&#8217;s a reasonable one on the surface — why pay for a second measurement of the same thing? The honest answer [&#8230;]]]></description>
		
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		<post-id xmlns="com-wordpress:feed-additions:1">100568</post-id>	</item>
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		<title>The Leadership Journey</title>
		<link>https://bradenkelley.com/2026/08/empower-teams-to-act/</link>
					<comments>https://bradenkelley.com/2026/08/empower-teams-to-act/#respond</comments>
		
		<dc:creator><![CDATA[Mike Shipulski]]></dc:creator>
		<pubDate>Fri, 07 Aug 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[leader's journey]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100472</guid>

					<description><![CDATA[GUEST POST from Mike Shipulski If you know what to do, do it. Don’t ask, just do. If you’re pretty sure what to do, do it. Don’t ask, just do. If you think you may know what to do, do it. Don’t ask, just do. If you don’t know what to do, try something small. [&#8230;]]]></description>
		
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			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">100472</post-id>	</item>
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		<title>Case Study &#8211; Innovating Around a Disruption</title>
		<link>https://bradenkelley.com/2026/08/skoda-duobell-innovation-case-study/</link>
					<comments>https://bradenkelley.com/2026/08/skoda-duobell-innovation-case-study/#respond</comments>
		
		<dc:creator><![CDATA[Jason Hauer]]></dc:creator>
		<pubDate>Thu, 06 Aug 2026 19:03:37 +0000</pubDate>
				<category><![CDATA[Innovation]]></category>
		<category><![CDATA[cycling]]></category>
		<category><![CDATA[disruption]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100519</guid>

					<description><![CDATA[Škoda built a bike bell that beats noise-cancelling headphones GUEST POST from Jason Hauer A near-miss on a London street became Škoda&#8217;s smartest marketing spend in years. The bigger idea: someone else&#8217;s AI has broken something in your category too, and fixing it might be your next growth play. Ben Fraser was walking to work [&#8230;]]]></description>
		
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		<post-id xmlns="com-wordpress:feed-additions:1">100519</post-id>	</item>
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		<title>10 Ways to Build Customer Trust in Customer Experience</title>
		<link>https://bradenkelley.com/2026/08/customer-trust-in-customer-experience/</link>
					<comments>https://bradenkelley.com/2026/08/customer-trust-in-customer-experience/#respond</comments>
		
		<dc:creator><![CDATA[Shep Hyken]]></dc:creator>
		<pubDate>Thu, 06 Aug 2026 00:22:00 +0000</pubDate>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Psychology]]></category>
		<category><![CDATA[trust]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=100475</guid>

					<description><![CDATA[GUEST POST from Shep Hyken This article answers the question: Are organizations not only paying attention to the feedback customers give but also to the feedback they unintentionally withhold? In the past few months, I’ve been writing and speaking about how trust fits into the customer experience. Trust is earned, and once earned, it results [&#8230;]]]></description>
		
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		<post-id xmlns="com-wordpress:feed-additions:1">100475</post-id>	</item>
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