The Power of Human-Centered Experience Design
The intersection of customer behavior, emotions, and employee experience in CX success
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Episode 72: Simon Robinson, CEO of Holononics and co-author of Designing Customer Experiences with Soul
What it means to design customer experience as a lived, human system rather than a set of metrics
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Episode 67: Mark Micheli, Founder and Chief Strategist of say__do
How artificial intelligence is transforming the way organizations uncover and apply customer insights, and how AI can act as a co-pilot that elevates both customer understanding and organizational growth
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Episode 61: Bruce Temkin, Founder of Humanity at Scale
How AI can be a force for good, how leaders can cultivate empathy and impact, and why the next wave of experience management centers on integrating human values with technological innovation
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Episode 52: Dave Seaton, CEO of Seaton CX
The evolving role of journey mapping, the impact of organizational culture, and a fresh methodology that’s helping companies move from insight to action
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Episode 39: Todd Unger, CXO of the American Medical Association
The evolving role of the Chief Experience Officer and its role in facilitating cross-functional collaboration
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Episode 35: Colin Shaw, Founder and CEO of Beyond Philosophy
How tapping into the 'intuitive customer' can revolutionize how you do business
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Episode 29: Joseph Michelli, Author and CX Consultant
Why creating emotional connections with customers is the secret sauce for any successful business and how you can make your customers feel seen, heard, and valued
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Episode 26: Ken Demma, Professor of Consumer Behavior at Babson College
Insights about ongoing shifts in consumer behavior and advances in customer analytics
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Episode 25: Sean Albertson, Author, Founder and CEO of CX4Rocks
Breaking down the powerful CX4Rocks framework
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Episode 5: Lou Carbone, CEO of Experience Engineering
The importance of emotion and unconscious thought in experience management
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Episode 2: Mike Mangione, Global Head of Delivery and Brand at W.L. Gore
How businesses can improve the B2B customer journey