Humanity At Scale
Bruce TemkinBruce Temkin explores human-centric leadership that transforms you, your organization, and the world—plus musings on what makes people tick
| Platform |  | Pricing | Only free issues | Publishes | Weekly |
|---|---|---|---|---|---|
| Issues | 91 | Founded | 2 years ago | Last Issue | 8 days ago |
| Active | |||||
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humanityatscale.substack.comLatest Issues
Delta's AI Agent Lied to Me; What Should Companies Do Instead?
Last week, I was dealing with a seat assignment issue through Delta Airline’s online chat when something about the interaction started feeling off. The responses were polite and empathetic, but oddly mechanical. And it wasn’t really helping...
What Can Eleanor Roosevelt Teach You About Leading?
A few weeks ago, I wrote about Benjamin Franklin and the practical leadership lessons hidden inside his life and work. After finishing that piece, I started thinking about other historical figures and what their leadership patterns might st...
Where Does Customer Experience Stand After 15 Years?
Last month marked the 15th anniversary of the Customer Experience Professionals Association, an organization that I co-founded and spent years building. So it felt like a good moment to pause and reflect.
I’m very proud of what we created....
Why Are We So Confident, and Often Wrong, About Others?
Hi Everyone:
Human beings are remarkably quick to explain each other.
Someone lets us down, says something sharp, or shuts down when we expected more—and almost instantly, a story forms in our mind about who they are. But when we’re the o...
How Is Social Friction Dragging Down Your Organization?
Every organization has hard conversations, tough calls, and moments when people need to speak honestly. But in many workplaces, that does not happen as easily as it should.
People hold back. Bad news gets softened. Simple decisions get big...
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Authors
The writers behind this newsletter.
Human Experience Catalyst, often referred to as the “Godfather of Customer Experience” for his work in propelling the disciplines of customer, employee, and brand experience. He has advised many of the world's leading brands.
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