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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>The Anatomy of Agentic Trust</title>
		<link>https://bradenkelley.com/2026/06/mechanistic-interpretability-agentic-ai-trust/</link>
					<comments>https://bradenkelley.com/2026/06/mechanistic-interpretability-agentic-ai-trust/#respond</comments>
		
		<dc:creator><![CDATA[Art Inteligencia]]></dc:creator>
		<pubDate>Sat, 06 Jun 2026 01:10:00 +0000</pubDate>
				<category><![CDATA[Technology]]></category>
		<category><![CDATA[Change]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[agentic trust]]></category>
		<category><![CDATA[change leadership]]></category>
		<category><![CDATA[mechanistic interpretability]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=91087</guid>

					<description><![CDATA[A Mechanistic Interpretability Framework for Change Leaders LAST UPDATED: June 5, 2026 at 3:13 PM GUEST POST from Art Inteligencia The Impasse of the Black Box: Why Agentic AI Demands a New Trust Paradigm Digital transformation has reached an inflection point. Organizations are moving away from traditional, deterministic software and basic copilots toward Agentic AI—autonomous [&#8230;]]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/06/mechanistic-interpretability-agentic-ai-trust/feed/</wfw:commentRss>
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		<post-id xmlns="com-wordpress:feed-additions:1">91087</post-id>	</item>
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		<title>Customer Experience Strategy</title>
		<link>https://bradenkelley.com/2026/06/customer-experience-strategy/</link>
					<comments>https://bradenkelley.com/2026/06/customer-experience-strategy/#respond</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Fri, 05 Jun 2026 18:03:06 +0000</pubDate>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Strategy]]></category>
		<category><![CDATA[customer experience strategy]]></category>
		<category><![CDATA[CX strategy]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=91077</guid>

					<description><![CDATA[A Complete Framework for Building CX That Drives Revenue by Braden Kelley and Art Inteligencia Most organizations have a customer experience strategy in name. Few have one in practice. The evidence is in the numbers: 80% of organizations claim CX is a top priority, yet Forrester&#8217;s CX Index has declined for four consecutive years. The [&#8230;]]]></description>
		
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		<post-id xmlns="com-wordpress:feed-additions:1">91077</post-id>	</item>
		<item>
		<title>Choosing the Best Idea</title>
		<link>https://bradenkelley.com/2026/06/choosing-best-idea-framework/</link>
					<comments>https://bradenkelley.com/2026/06/choosing-best-idea-framework/#respond</comments>
		
		<dc:creator><![CDATA[Mike Shipulski]]></dc:creator>
		<pubDate>Fri, 05 Jun 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Design]]></category>
		<category><![CDATA[choosing ideas]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=90334</guid>

					<description><![CDATA[The 8-Box Framework for Innovation GUEST POST from Mike Shipulski We have too many ideas, but too few great ones. We don’t need more ideas, we need a way to choose the best one or two ideas and run them to ground. Before creating more ideas, make a list of the ones you already have. [&#8230;]]]></description>
		
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			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">90334</post-id>	</item>
		<item>
		<title>Voice of Customer</title>
		<link>https://bradenkelley.com/2026/06/voice-of-customer/</link>
					<comments>https://bradenkelley.com/2026/06/voice-of-customer/#respond</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Thu, 04 Jun 2026 23:16:03 +0000</pubDate>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[voice of the customer]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=91029</guid>

					<description><![CDATA[A Complete Guide to Building VoC Programs That Drive Action by Braden Kelley and Art Inteligencia Most organizations have a voice of customer program. Most of those programs are not working as well as they think they are. The evidence is clear: organizations are collecting more customer feedback than ever before — surveys after every [&#8230;]]]></description>
		
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			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">91029</post-id>	</item>
		<item>
		<title>Making Every Customer Feel Special</title>
		<link>https://bradenkelley.com/2026/06/individualized-customer-experience/</link>
					<comments>https://bradenkelley.com/2026/06/individualized-customer-experience/#respond</comments>
		
		<dc:creator><![CDATA[Shep Hyken]]></dc:creator>
		<pubDate>Thu, 04 Jun 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Customer Experience]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=90341</guid>

					<description><![CDATA[GUEST POST from Shep Hyken This article answers the question: What is the difference between personalization and individualization, and why does it matter to the customer experience? The concept of personalization is gaining increased attention. My annual customer experience research found that nearly eight out of 10 customers (79%) in the U.S. feel a personalized [&#8230;]]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/06/individualized-customer-experience/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">90341</post-id>	</item>
		<item>
		<title>Customer Journey Mapping</title>
		<link>https://bradenkelley.com/2026/06/customer-journey-mapping/</link>
					<comments>https://bradenkelley.com/2026/06/customer-journey-mapping/#comments</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Thu, 04 Jun 2026 00:42:32 +0000</pubDate>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[customer journey maps]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=90995</guid>

					<description><![CDATA[A Complete Guide to Building Maps That Drive Decisions by Braden Kelley and Art Inteligencia Customer journey mapping is one of the most powerful tools available to experience leaders — and one of the most frequently misused. Organizations create journey maps in workshops, hang them on walls, and then make the same experience investment decisions [&#8230;]]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/06/customer-journey-mapping/feed/</wfw:commentRss>
			<slash:comments>3</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">90995</post-id>	</item>
		<item>
		<title>The Coming Tribal Fragmentation</title>
		<link>https://bradenkelley.com/2026/06/ai-soft-landing-tribal-fragmentation-patchwork-polity/</link>
					<comments>https://bradenkelley.com/2026/06/ai-soft-landing-tribal-fragmentation-patchwork-polity/#respond</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Wed, 03 Jun 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Technology]]></category>
		<category><![CDATA[AI soft landing]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=90379</guid>

					<description><![CDATA[Another AI Soft Landing Scenario Exploration &#8212; City-States and the Patchwork Polity LAST UPDATED: May 31, 2026 at 5:32 PM by Braden Kelley and Art Inteligencia When historians look back at the twilight of the Western Roman Empire, they don’t point to a single afternoon when the lights went out. Instead, they chart a long, [&#8230;]]]></description>
		
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			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">90379</post-id>	</item>
		<item>
		<title>Customer Service vs Customer Experience</title>
		<link>https://bradenkelley.com/2026/06/customer-service-vs-customer-experience/</link>
					<comments>https://bradenkelley.com/2026/06/customer-service-vs-customer-experience/#respond</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Tue, 02 Jun 2026 21:44:23 +0000</pubDate>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[customer service]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=90916</guid>

					<description><![CDATA[What&#8217;s the Difference and Why It Matters by Braden Kelley and Art Inteligencia Customer service and customer experience are used interchangeably in most organizations. They are not the same thing — and the confusion between them is costing organizations significant competitive ground. When leaders conflate customer service with customer experience, they make a predictable set [&#8230;]]]></description>
		
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			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">90916</post-id>	</item>
		<item>
		<title>Markets Don&#8217;t Build Themselves, You Must Engineer Them</title>
		<link>https://bradenkelley.com/2026/06/market-engineering/</link>
					<comments>https://bradenkelley.com/2026/06/market-engineering/#respond</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Tue, 02 Jun 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[marketing]]></category>
		<category><![CDATA[Innovation]]></category>
		<category><![CDATA[Interviews]]></category>
		<category><![CDATA[market engineering]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=82112</guid>

					<description><![CDATA[Exclusive Interview with Bruce Cleveland In a business landscape increasingly cluttered by "feature wars" and fleeting viral trends, true market...]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/06/market-engineering/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">82112</post-id>	</item>
		<item>
		<title>Customer Experience Benchmarking</title>
		<link>https://bradenkelley.com/2026/06/customer-experience-benchmarking/</link>
					<comments>https://bradenkelley.com/2026/06/customer-experience-benchmarking/#comments</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Mon, 01 Jun 2026 22:15:21 +0000</pubDate>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[marketing]]></category>
		<category><![CDATA[benchmarking]]></category>
		<category><![CDATA[competitive experience benchmarking]]></category>
		<category><![CDATA[metrics]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=90400</guid>

					<description><![CDATA[How Do You Actually Compare? by Braden Kelley and Art Inteligencia Most organizations benchmark their customer experience against themselves. They track NPS month over month, monitor CSAT scores quarter over quarter, and celebrate when the numbers move up. What they rarely do is answer the question that actually matters for competitive survival: how does our [&#8230;]]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/06/customer-experience-benchmarking/feed/</wfw:commentRss>
			<slash:comments>1</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">90400</post-id>	</item>
		<item>
		<title>3 Cultural Shifts That Will Reignite Change in Your Organization</title>
		<link>https://bradenkelley.com/2026/06/cultural-shifts-organizations/</link>
					<comments>https://bradenkelley.com/2026/06/cultural-shifts-organizations/#respond</comments>
		
		<dc:creator><![CDATA[Greg Satell]]></dc:creator>
		<pubDate>Mon, 01 Jun 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Change]]></category>
		<category><![CDATA[cultural shifts]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=90285</guid>

					<description><![CDATA[GUEST POST from Greg Satell On a cold November day in 2013, frustrated by recent events in Ukraine, a journalist named Mustafa Nayyem posted to Facebook, “Okay guys, let’s get serious. Who’s ready to go to the Maidan today at midnight? ‘Likes’ will not be counted. Only comments under this post with the words ‘I’m [&#8230;]]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/06/cultural-shifts-organizations/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">90285</post-id>	</item>
		<item>
		<title>We Need More Innovators and Scientists in Leadership Roles</title>
		<link>https://bradenkelley.com/2026/05/scientists-leadership-roles/</link>
					<comments>https://bradenkelley.com/2026/05/scientists-leadership-roles/#comments</comments>
		
		<dc:creator><![CDATA[Pete Foley]]></dc:creator>
		<pubDate>Sun, 31 May 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Change]]></category>
		<category><![CDATA[Government]]></category>
		<category><![CDATA[Technology]]></category>
		<category><![CDATA[AI]]></category>
		<category><![CDATA[Artificial Intelligence]]></category>
		<category><![CDATA[change leadership]]></category>
		<category><![CDATA[Communication]]></category>
		<category><![CDATA[experts]]></category>
		<category><![CDATA[Innovation]]></category>
		<category><![CDATA[organizational change]]></category>
		<category><![CDATA[Psychology]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=90132</guid>

					<description><![CDATA[GUEST POST from Pete Foley Our world is changing at an unprecedented rate. We are in an innovation driven economy. AI, genetic manipulation, energy innovation, climate, and virtually anything driving change are all highly technical and complex. And all come with high stakes pros and cons. Scientists and innovators navigating this requires strategic leadership that [&#8230;]]]></description>
		
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			<slash:comments>2</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">90132</post-id>	</item>
		<item>
		<title>Customer Churn</title>
		<link>https://bradenkelley.com/2026/05/customer-churn/</link>
					<comments>https://bradenkelley.com/2026/05/customer-churn/#comments</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Sat, 30 May 2026 22:01:00 +0000</pubDate>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[customer churn]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=90317</guid>

					<description><![CDATA[The Hidden Experience Failures Driving Customers Away by Braden Kelley and Art Inteligencia Customer churn is the most honest signal your organization receives. When customers leave, they are telling you — with their feet — that something in their experience with you fell below the threshold required to stay. Most organizations respond to churn with [&#8230;]]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/05/customer-churn/feed/</wfw:commentRss>
			<slash:comments>3</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">90317</post-id>	</item>
		<item>
		<title>How Claytronics Will Redefine Co-Creation and Experience Design</title>
		<link>https://bradenkelley.com/2026/05/how-claytronics-will-redefine-co-creation-and-experience-design/</link>
					<comments>https://bradenkelley.com/2026/05/how-claytronics-will-redefine-co-creation-and-experience-design/#respond</comments>
		
		<dc:creator><![CDATA[Art Inteligencia]]></dc:creator>
		<pubDate>Sat, 30 May 2026 01:10:00 +0000</pubDate>
				<category><![CDATA[Technology]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[co-creation]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=90218</guid>

					<description><![CDATA[The Morphing Paradigm LAST UPDATED: May 29, 2026 at 5:06 PM GUEST POST from Art Inteligencia I. Introduction: Beyond the Flat Screen and the Static Prototype The Hook: For decades, innovators and experience designers have been trapped in two dimensions (screens) or limited by static three dimensions (3D printing). What happens when matter itself becomes [&#8230;]]]></description>
		
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			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">90218</post-id>	</item>
		<item>
		<title>Innovation Frameworks</title>
		<link>https://bradenkelley.com/2026/05/innovation-frameworks/</link>
					<comments>https://bradenkelley.com/2026/05/innovation-frameworks/#respond</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Fri, 29 May 2026 15:00:00 +0000</pubDate>
				<category><![CDATA[Innovation]]></category>
		<category><![CDATA[frameworks]]></category>
		<category><![CDATA[innovation practitioners]]></category>
		<category><![CDATA[Models]]></category>
		<category><![CDATA[Tools]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=90199</guid>

					<description><![CDATA[A Practitioner&#8217;s Guide to the Most Important Models by Braden Kelley and Art Inteligencia Every organization wants to innovate. Few do it consistently. The difference is almost never creativity — most organizations have more ideas than they can act on. The difference is structure: a repeatable way of thinking about innovation that aligns effort with [&#8230;]]]></description>
		
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			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">90199</post-id>	</item>
		<item>
		<title>You Have to Be Right in the Right Way</title>
		<link>https://bradenkelley.com/2026/05/you-have-to-be-right-in-the-right-way/</link>
					<comments>https://bradenkelley.com/2026/05/you-have-to-be-right-in-the-right-way/#respond</comments>
		
		<dc:creator><![CDATA[Mike Shipulski]]></dc:creator>
		<pubDate>Fri, 29 May 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[being right]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=89655</guid>

					<description><![CDATA[GUEST POST from Mike Shipulski When something doesn’t feel right, respect your intuition. Even when you don’t know why it doesn’t feel right, respect your gut. When something doesn’t make sense, don’t judge yourself negatively. Rather, make the commitment to dig deeply until you hit the fundamentals. When a proposed approach violates something inside, don’t [&#8230;]]]></description>
		
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			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">89655</post-id>	</item>
		<item>
		<title>Change Management Models</title>
		<link>https://bradenkelley.com/2026/05/change-management-models/</link>
					<comments>https://bradenkelley.com/2026/05/change-management-models/#respond</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Thu, 28 May 2026 15:49:18 +0000</pubDate>
				<category><![CDATA[Change]]></category>
		<category><![CDATA[Digital Transformation]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=89845</guid>

					<description><![CDATA[A Practitioner&#8217;s Guide to the Most Important Frameworks by Braden Kelley and Art Inteligencia Change management models exist because organizational change fails far more often than it succeeds. Research consistently puts the failure rate of major change initiatives at 60–70% — not because leaders lack intelligence or commitment, but because most organizations attempt change without [&#8230;]]]></description>
		
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			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">89845</post-id>	</item>
		<item>
		<title>Leadership Nightmares That Drive Employees Away</title>
		<link>https://bradenkelley.com/2026/05/leadership-nightmares-that-drive-employees-away/</link>
					<comments>https://bradenkelley.com/2026/05/leadership-nightmares-that-drive-employees-away/#respond</comments>
		
		<dc:creator><![CDATA[Shep Hyken]]></dc:creator>
		<pubDate>Thu, 28 May 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Employee Experience]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=89657</guid>

					<description><![CDATA[Bosses Emailing at Midnight and Other Tales of Woe GUEST POST from Shep Hyken “People don’t leave jobs. They leave bad bosses.” There is truth to this unattributable quote. (I searched Google and ChatGPT, and neither could give me the definitive origin of this quote.) Validation comes from numerous articles and studies that claim a [&#8230;]]]></description>
		
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			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">89657</post-id>	</item>
		<item>
		<title>The Entrepreneurial Mindset</title>
		<link>https://bradenkelley.com/2026/05/entrepreneurial-mindset-framework/</link>
					<comments>https://bradenkelley.com/2026/05/entrepreneurial-mindset-framework/#comments</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Wed, 27 May 2026 22:11:43 +0000</pubDate>
				<category><![CDATA[Entrepreneurship]]></category>
		<category><![CDATA[entrepreneurial mindset]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=89797</guid>

					<description><![CDATA[A Framework for Innovation Leaders by Braden Kelley and Art Inteligencia The entrepreneurial mindset is one of the most talked-about concepts in business — and one of the most misunderstood. Most definitions focus on founders, startups, and risk-taking. But the entrepreneurial mindset is not just for people who start companies. It is the single most [&#8230;]]]></description>
		
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			<slash:comments>12</slash:comments>
		
		
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		<title>Understanding Polarization</title>
		<link>https://bradenkelley.com/2026/05/understanding-polarization/</link>
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		<dc:creator><![CDATA[Geoffrey Moore]]></dc:creator>
		<pubDate>Wed, 27 May 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Psychology]]></category>
		<category><![CDATA[polarization]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=89663</guid>

					<description><![CDATA[GUEST POST from Geoffrey A. Moore One might be forgiven for thinking that our world is undergoing an unprecedented crisis of polarization, but to help put things in perspective, here are some lyrics from a song sung by the Kingston Trio in 1959 to a tuneful minuet: The whole world is festering With unhappy souls [&#8230;]]]></description>
		
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