Once again, we are living in a time of military conflict. It seems like it is something that is inescapable, which is enough to make one who wishes for better to lose hope that it is possible. It can start to feel pretty overwhelming given the amount of suffering that continues to go on without reprieve.

This once again introduces the central importance of dispute and conflict resolution in our lives. It also emphasizes the importance of those who have the skills to help us navigate conflicts and dispute in order to come to some kind of outcome that is fair and equitable.

In this episode of Experience by Design, I’m fortunate to have Colin Rule, CEO of ODR.com, with ODR standing for online dispute resolution. Colin is the author of the book “Online Dispute Resolution for Business.” He also was the Director of Online Dispute Resolution, meaning that he has seen more conflict than the most experienced global negotiator. Colin shared insights from his experience at eBay, where they managed 60 million disputes annually across 54 countries, emphasizing the need for a fast and fair resolution system to maintain trust in online marketplaces.

We talk about his early stage appearance as Tevye in “Fiddler on the Roof” in high school, and his involvement in the debate team. He describes how debate influenced his desire to form authentic and genuine belief in his arguments. Colin explains how his interest in peace studies developed through mediation training and his understanding of conflict resolution as a form of peacemaking.

Colin shares personal experiences where empathetic listening resolved a long-standing dispute, highlighting the value of authentic apologies and understanding. We also discuss the concept of fairness and justice, especially in an era of artificial intelligence. Colin suggests that AI has transformed the landscape of dispute resolution, and while this change is irreversible, it presents new challenges and opportunities for the field.

In a time of needing greater dispute resolution to end conflict, it is a great moment to hear from Colin’s work in creating dispute resolution experiences.

Colin Rule: https://www.colinrule.com/

Colin Rule LinkedIn: linkedin.com/in/crule

“Online Dispute Resolution for Business”: https://www.amazon.com/Online-Dispute-Resolution-Business-Employment/dp/0787957313

The 2026 Winter Olympics are now over, and it was great to watch. As always, there are a lot of compelling stories that happened. There are stories of triumph and disappointment, as it goes with sports. It is hard to imagine putting so many years of your life into something to have it all turn on minutes or seconds.

There were a lot of athletes that were projected to win gold, including Jessie Diggins who is the greatest US cross-country skier ever. However, no US woman or man has ever won a cross-country skiing gold, so there were a lot of hopes that this would be the year. But that didn’t come to pass. The men were able to secure two silver medals, and Jessie Diggins won a bronze. To add to this, Jessie Diggins is retiring at the end of this season, marking the end of a remarkable career.

So was it a disappointment? Depends on how you measure it. By one metric of success, she failed to achieve the top goal of winning a race and taking home the gold. But other measures, according to Jessie, she did all she could, left it all out there, and represented herself, her friends and family, and her country well. The same could be said for a lot of athletes who ‘failed’ to live up to expectations, but nonetheless did what they could to succeed.

In a culture where second place might be referred to as “first loser,” coming back with less than complete victory is a high standard. And maybe it is time for that standard to change, and the culture around metrics to shift.

To talk about the impact of measuring what matters, and more broadly the need for changes in organizational culture and employee experience, I welcome Dr. James Killian to Experience by Design podcast. This is the second Industrial/Organizational Psychologist in two weeks, so that might be a record for any podcast.

James has a new book coming out titled “Obsessed: Cultivating the Customer-Driven Leader.” The book describes how to develop customer-focused leadership habits, establish employee-centric cultures, create linkages between employee and customer experience, and establish metrics that really matter to your strategy.

James explains his entry into the field after discovering it during an introductory psychology class at Texas A&M, describing his interest in combining business and psychology. We also talk about his experiences in industry as well as working in the Michigan State University Customer Experience Management Masters program. Finally, there is the familiar theme about needing to create better connections between industry and academia.

Dr. James Killian: https://www.linkedin.com/in/james-killian-ph-d-859182/

“Obsessed:Cultivating the Customer-Driven Leader”: https://the-customer-driven-leader.com/

Pre-order now!: https://books.manuscripts.com/product/obsessed/

Although I often describe myself as a sociologist, my academic foundation began with psychology—I completed a dual major in psychology and sociology. One of the courses that most shaped my early thinking was Industrial/Organizational Psychology. At the time, I struggled with what felt like a top‑down, management‑centric approach. I even recall asking the professor whether the field existed mainly to validate decisions leaders already wanted to make. If he’s listening now, I offer a sincere apology for my younger, overly blunt critique.

My career ultimately led me to workplace ethnography through a sociological lens, focusing on organizational structures, systems, cultures, and group dynamics—including critical themes like diversity, equity, inclusion, and belonging. In essence, I study how to build stronger workplace communities across in‑person, remote, and hybrid environments. Work remains one of the most powerful forces shaping identity, social perception, and life opportunities. One of the first questions we ask one another is still: “What do you do for a living?” Work undeniably defines us—and the systems around it matter.

That’s why I was particularly excited to welcome today’s guest: Dr. Benjamin Granger, Chief Workplace Psychologist at Qualtrics. It’s a title that signals both responsibility and influence. In this role, Dr. Granger helps organizations worldwide elevate employee experience and adopt leadership practices that create more human‑centered, high‑performing cultures. His new book, A Leader Worth Following, distills these insights into actionable strategies for leaders seeking to build trust, connection, and long‑term organizational health.

In our conversation, we explore Dr. Granger’s journey into I/O Psychology and how his desire for real‑world impact led him toward applied professional practice rather than a purely academic path. We examine the rising imperative for human‑centered leadership—especially in an era defined by uncertainty, rapid change, and heightened expectations around wellbeing and psychological safety.

Dr. Granger also draws on evolutionary psychology to explain why certain leadership traits resonate more strongly today, and how leaders can better align their behaviors with how people naturally build trust, assess credibility, and form meaningful connections. Ultimately, he encourages leaders to take ownership of the experiences they create, understand the perceptions they shape, challenge outdated leadership norms, and cultivate environments where people feel connected, supported, and empowered to thrive.

Along the way, we bridge longstanding gaps between psychological and sociological approaches to understanding work—revealing how the integration of both disciplines offers a more holistic perspective on leadership, culture, and employee experience.

Dr. Benjamin Granger: https://www.linkedin.com/in/benjamin-granger-7147991b/

“A Leader Worth Following: https://benjamingranger.com/