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	<title>Human-Centered Change and Innovation</title>
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	<description>Keynote Speaker &#38; Futurist - Braden Kelley</description>
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		<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>
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					<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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		<post-id xmlns="com-wordpress:feed-additions:1">90916</post-id>	</item>
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		<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>
		
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		<post-id xmlns="com-wordpress:feed-additions:1">82112</post-id>	</item>
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		<title>Customer Experience Benchmarking</title>
		<link>https://bradenkelley.com/2026/06/customer-experience-benchmarking/</link>
					<comments>https://bradenkelley.com/2026/06/customer-experience-benchmarking/#respond</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>
		
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		<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>
		
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			<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>
		
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			<slash:comments>2</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>
		
					<wfw:commentRss>https://bradenkelley.com/2026/05/innovation-frameworks/feed/</wfw:commentRss>
			<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>
		
					<wfw:commentRss>https://bradenkelley.com/2026/05/change-management-models/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">89845</post-id>	</item>
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		<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>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">89797</post-id>	</item>
		<item>
		<title>Understanding Polarization</title>
		<link>https://bradenkelley.com/2026/05/understanding-polarization/</link>
					<comments>https://bradenkelley.com/2026/05/understanding-polarization/#respond</comments>
		
		<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>
		
					<wfw:commentRss>https://bradenkelley.com/2026/05/understanding-polarization/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">89663</post-id>	</item>
		<item>
		<title>Customer Loyalty</title>
		<link>https://bradenkelley.com/2026/05/customer-loyalty/</link>
					<comments>https://bradenkelley.com/2026/05/customer-loyalty/#comments</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Wed, 27 May 2026 01:10:00 +0000</pubDate>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[marketing]]></category>
		<category><![CDATA[customer loyalty]]></category>
		<category><![CDATA[loyalty]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=90348</guid>

					<description><![CDATA[Why Satisfaction Isn&#8217;t Enough and What Actually Builds It by Braden Kelley and Art Inteligencia Customer loyalty is the most misunderstood concept in business. Organizations spend billions annually on loyalty programs — points, rewards, tiers, and perks — while the research consistently shows that programs are not what makes customers loyal. Customers are loyal because [&#8230;]]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/05/customer-loyalty/feed/</wfw:commentRss>
			<slash:comments>1</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">90348</post-id>	</item>
		<item>
		<title>Founding an American AI Sovereign Wealth Fund</title>
		<link>https://bradenkelley.com/2026/05/founding-an-american-ai-sovereign-wealth-fund/</link>
					<comments>https://bradenkelley.com/2026/05/founding-an-american-ai-sovereign-wealth-fund/#respond</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Tue, 26 May 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Technology]]></category>
		<category><![CDATA[AI]]></category>
		<category><![CDATA[AI soft landing]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=89669</guid>

					<description><![CDATA[Another AI Soft Landing Scenario Exploration &#8212; The Digital Commons Dividend LAST UPDATED: May 23, 2026 at 10:32 PM by Braden Kelley and Art Inteligencia As we navigate the profound shifts brought about by generative and agentic AI, the question is no longer if the world will change, but how we will land. This article [&#8230;]]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/05/founding-an-american-ai-sovereign-wealth-fund/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">89669</post-id>	</item>
		<item>
		<title>Just Say No to Innovation</title>
		<link>https://bradenkelley.com/2026/05/just-say-no-to-innovation/</link>
					<comments>https://bradenkelley.com/2026/05/just-say-no-to-innovation/#respond</comments>
		
		<dc:creator><![CDATA[Greg Satell]]></dc:creator>
		<pubDate>Mon, 25 May 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Innovation]]></category>
		<category><![CDATA[change failure]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=89652</guid>

					<description><![CDATA[GUEST POST from Greg Satell Pundits tell us that the world is increasingly volatile, uncertain, complex and ambiguous. It’s the VUCA gospel. Under the banner of “innovate or die,” massive transformation projects are being kicked off constantly. Executives around the world scramble to reorganize and reinvent their organizations, only to reorganize and reinvent them again. [&#8230;]]]></description>
		
					<wfw:commentRss>https://bradenkelley.com/2026/05/just-say-no-to-innovation/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">89652</post-id>	</item>
		<item>
		<title>Revenue Leakage</title>
		<link>https://bradenkelley.com/2026/05/revenue-leakage/</link>
					<comments>https://bradenkelley.com/2026/05/revenue-leakage/#comments</comments>
		
		<dc:creator><![CDATA[Braden Kelley]]></dc:creator>
		<pubDate>Mon, 25 May 2026 01:10:00 +0000</pubDate>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Finance]]></category>
		<category><![CDATA[marketing]]></category>
		<category><![CDATA[revenue leakage]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=90356</guid>

					<description><![CDATA[The Customer Experience Failures Silently Draining Your P&#38;L by Braden Kelley and Art Inteligencia Revenue leakage is one of the most widely discussed topics in finance and operations — and one of the most narrowly defined. Ask most CFOs what revenue leakage means and they will describe billing errors, missed invoices, and contract compliance gaps. [&#8230;]]]></description>
		
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			<slash:comments>2</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">90356</post-id>	</item>
		<item>
		<title>Wisdom, Wonder, and AI in the ASEAN Future</title>
		<link>https://bradenkelley.com/2026/05/wisdom-wonder-and-ai-in-the-asean-future/</link>
					<comments>https://bradenkelley.com/2026/05/wisdom-wonder-and-ai-in-the-asean-future/#respond</comments>
		
		<dc:creator><![CDATA[Kellee Franklin]]></dc:creator>
		<pubDate>Sun, 24 May 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Change]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=89316</guid>

					<description><![CDATA[The View from Up Here GUEST POST from Kellee M. Franklin, PhD. &#8220;Sometimes you have to go up really high to understand how small you really are.&#8221; &#8212; Felix Baumgartner These words, spoken by Felix Baumgartner from the edge of space, capture more than the physical awe of the stratosphere. They echo a deeper truth [&#8230;]]]></description>
		
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			<slash:comments>0</slash:comments>
		
		
		<post-id xmlns="com-wordpress:feed-additions:1">89316</post-id>	</item>
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		<title>How Zero-Power IoT Redefines the Human Experience</title>
		<link>https://bradenkelley.com/2026/05/how-zero-power-iot-redefines-the-human-experience/</link>
					<comments>https://bradenkelley.com/2026/05/how-zero-power-iot-redefines-the-human-experience/#respond</comments>
		
		<dc:creator><![CDATA[Art Inteligencia]]></dc:creator>
		<pubDate>Sat, 23 May 2026 01:10:00 +0000</pubDate>
				<category><![CDATA[Technology]]></category>
		<category><![CDATA[human experience]]></category>
		<category><![CDATA[IOT]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=89643</guid>

					<description><![CDATA[Designing a Frictionless World LAST UPDATED: May 22, 2026 at 4:59 PM GUEST POST from Art Inteligencia The Hidden Friction in Connected Ecosystems While the Internet of Things (IoT) promises a fully interconnected world, traditional deployments consistently hit a hard wall of operational friction: battery lifecycles, replacement logistics, and mounting e-waste. This infrastructure overhead creates [&#8230;]]]></description>
		
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		<post-id xmlns="com-wordpress:feed-additions:1">89643</post-id>	</item>
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		<title>Have You Ever Encountered the Slow No?</title>
		<link>https://bradenkelley.com/2026/05/have-you-ever-encountered-the-slow-no/</link>
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		<dc:creator><![CDATA[Mike Shipulski]]></dc:creator>
		<pubDate>Fri, 22 May 2026 12:00:00 +0000</pubDate>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[saying no]]></category>
		<category><![CDATA[slow no]]></category>
		<guid isPermaLink="false">https://bradenkelley.com/?p=89139</guid>

					<description><![CDATA[GUEST POST from Mike Shipulski When there’s too much to do and too few to do it, the natural state of the system is fuller than full. And in today’s world we run all our systems this way, including our people systems. A funny thing happens when people’s plates are full – when a new [&#8230;]]]></description>
		
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