Plongez dans la liste complète des épisodes de Human Centered. Chaque épisode est catalogué accompagné de descriptions détaillées, ce qui facilite la recherche et l'exploration de sujets spécifiques. Suivez tous les épisodes de votre podcast préféré et ne manquez aucun contenu pertinent.
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15 Mar 2022
Human Centered On Location at SXSW 2022 - Day 4
00:22:18
Episode 16: Human Centered - On Location at SXSW 2022 - Day 4
On this special episode of Human Centered, host Nick Brunker visits with VMLY&R Chief Experience Officer in EMEA, Karen Boswell and Andy Wardlaw, Global Managing Director of The Talent Business - who are on location at SXSW 2022 in Austin, Texas.
They round out their long weekend of coverage by chatting about the increasingly competitive talent industry, and how both brand leaders and career seekers can foster more authentic human connections in an admittedly challenging time to join a new workplace.
Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
Episode 19: How to rebound from post-pandemic CX declines
On this episode of Human Centered, host Nick Brunker chats with VMLY&R Chief Strategy Officer, Ben Geheb, and Executive Director Technology, Martin Coady about the main takeaways from this year's Forrester CX North America Summit in Nashville, Tennessee. This year's Forrester CX Index showed that overall experience quality has declined year-over-year in 13 industries. The trio discusses some of the key reasons why - and how leaders can work to reverse the trend. Plus, they examine why brand purpose, digital fluidity and employee experience will be increasingly crucial to deliver future-forward CX organizations.
Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
Episode 25: Why Experience Brands Are Rethinking Loyalty
On this episode of Human Centered, host Nick Brunker is joined by VMLY&R Managing Director, Adam Troyak to chat about why (and how) brands are rethinking their loyalty programs -- and how it's merging with CX in a meaningful, fundamental way. They discuss how the perception of value is evolving, why building a relationship is crucial and how leaders can bring the best of their organization together in service of their customers & guests.
Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
Guest: Managing Director, Experience Strategy, VMLY&R - Adam Troyak
Unlocking Employee Potential: A Human-Centered Approach to Learning and Growth
00:38:04
Episode 29: Beyond Keywords - Unlocking Employee Potential: A Human-Centered Approach to Learning and Growth
On this episode of Human Centered, host Nick Brunker chats with Loren Blandon, Executive Director of Learning, Growth and Experiences at VMLY&R. They explore the impact of applying human-centered design (HCD) principles and design thinking to enhance employee experiences, resulting in a more engaged, motivated, and innovative workforce that drives organizational success. Loren shares her thoughts on the psychology behind work, the significance of cultivating a learning and growth culture, and strategies for tackling the challenges presented by the hybrid workplace.
Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
Guests: Executive Director of Learning, Growth and Experiences - Loren Blandon
Episode 2: Unmasking Commerce in The Experience Era
On this episode of Human Centered, host Nick Brunker visits with Executive Vice President of VMLY&R Commerce, Jacquelyn Baker about the evolution of retail, how COVID-19 is impacting a busy, but very different holiday shopping season. Plus, she offers tips on how marketers can adapt their approach to winning the digital shelf amidst rapidly changing customer expectations.
Host: Director, Experience Strategy, VMLY&R - Nick Brunker
Guests: Executive Vice President of VMLY&R Commerce, Jacquelyn Baker
The New Dawn of Customer Experience: Evolving Strategies, Accountability, and Collaboration in Modern CX
00:30:46
In this episode of Human Centered, host Nick Brunker and Ben Geheb, VML's global chief experience strategy officer, discuss the evolving landscape of customer experience. They explore why CX index scores are at their lowest point, the challenges of measuring CX ROI, and the shift away from CX being owned by a single department. The conversation delves into the need for collaboration across multiple business areas to create effective experiences, the role of AI in shaping future CX strategies, and the importance of aligning objectives and accountability in modern CX practices.
29 Jan 2021
Mapping For the Future With Empathy
00:29:34
Episode 3: Mapping For the Future With Empathy
On this episode of Human Centered, host Nick Brunker visits with WPP Client Leader for Boots Lead & European CXO for VMLY&R, Karen Boswell, about journey mapping for the future and the importance of practicing true human empathy. Plus, they talk about how CX leaders should approach the delicate balance between technology and privacy when building meaningful customer experiences. And they chat about how practitioners can approach journey mapping for the future in a rapidly changing environment post-pandemic.
Host: Director, Experience Strategy, VMLY&R - Nick Brunker
Guest: WPP Client Leader for Boots Lead & European CXO for VMLY&R - Karen Boswell
Humanized Commerce – Driving Brand Purpose in a Digital World
00:30:46
Episode 24: Humanized Commerce – Driving Brand Purpose in a Digital World
On this episode of Human Centered, host Nick Brunker visits with Jay Picconatto, Head of Global Commerce at General Mills about the importance of humanizing -- and bringing purpose to -- some of the most recognizable brands in the world. They discuss how technology advancements, the COVID pandemic and ever-changing customer behavior have shaped the way he tackles creative marketing challenges. Plus, Jay shares his insight on how winning teams can embrace experimentation to deliver holistic, connected experiences while remaining human-solution oriented at the core.
Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
Episode 14: Human Centered - On Location at SXSW 2022 - Day 2
On this special episode of Human Centered, host Nick Brunker visits with VMLY&R Chief Experience Officer in EMEA, Karen Boswell and Will O'Donnell, the Digital Twin Lead for The Mill - who are on location at SXSW 2022 in Austin, Texas.
They give a recap of Day 2 and chat about some key themes, including how leaders can better bring inclusivity to the their employee experience and HR processes. Plus, the trio chat about the impact of an emerging blend of digital and physical environments, and how people are becoming more confident in engaging with the technologies that power them. Finally, they share some examples of why brands must be relentless in being thoughtful with their customer data - and the pitfalls that occur when they don't.
Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
Navigating Customer Experience Insights from the 2023 Forrester CX Summit
00:35:51
Episode 27: Navigating Customer Experience Insights from the 2023 Forrester CX Summit
On this episode of Human Centered, host Nick Brunker welcomes in VMLY&R Chief Strategy Officer, Ben Geheb and Executive Director of Technology, Martin Coady and discuss key themes from this year's Forrester CX Summit in Nashville. They delve into how the landscape of customer experience has evolved, and why the "low hanging fruit" of CX has already been picked. Plus, they explore the critical role of organizational alignment in achieving CX excellence... and why it's a necessity to bring marketing and sales teams together in a cohesive and impactful way.
Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
Guests:
Global Executive Director Growth & Innovation, VMLY&R Chief Strategy Officer - Ben Geheb
Executive Director, Technology, VMLY&R - Martin Coady
Innovating at the Intersection of CX & Commerce in Retail
00:32:18
Episode 26: Innovating at the Intersection of CX & Commerce in Retail
On this episode of Human Centered, host Nick Brunker is joined by Charlie Wade, VMLY&R Commerce Global Executive Director of Growth & Innovation -- who delve into the dynamic relationship between customer experience and commerce in the world of retail. As the landscape continues to evolve, businesses are increasingly realizing the crucial role that CX plays in driving success and loyalty. They explore how CX and commerce intersect, and how this convergence is reshaping the retail industry. Plus, Charlie shares several key themes he heard during his visit to this year's World Retail Congress.
Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
Guest: Global Executive Director Growth & Innovation, VMLY&R Commerce - Charlie Wade
Human Centered On Location at SXSW 2022 - Weekend Recap
00:35:10
Episode 17: Human Centered - On Location at SXSW 2022 - Recap
On this special episode of Human Centered, host Nick Brunker visits with VMLY&R Chief Experience Officer in EMEA, Karen Boswell - who was on location at SXSW 2022 in Austin, Texas.
Karen and Nick look back on the all the weekend activity and review some of the overarching takeaways. Among the topics, they dive into data ethics, the metaverse (and when it could become critical mass), technology impact on overall health and much more.
Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
Crafting a Strong Business Case for CX Transformation
00:26:14
Episode 8: Crafting a Strong Business Case for CX Transformation
On this episode of Human Centered, host Nick Brunker chats with VMLY&R Managing Director, Advisory Colin McDowell about how leaders can build a compelling ROI case to lead CX transformation for their business, brands, and clients and the building blocks needed to tell the right story. They discuss the importance of focusing on Guam outcomes, how to answer the question of "when" and why investing in people, processes & tools is critical for success.
Host: Director, Experience Strategy, VMLY&R - Nick Brunker
Guest: Managing Director, Advisory, VMLY&R - Eric Ackley
Beyond Keywords: The Future of Search and AI in the Experience Era
00:31:12
Episode 28: Beyond Keywords: The Future of Search and AI in the Experience Era
On this episode of Human Centered, host Nick Brunker and Chief Discoverability Officer for VMLY&R, Heather Physioc explore the world of search and how AI is changing the game. With 8.5 billion searches processed by Google every day, it's no wonder that marketers and CX professionals are always looking for ways to optimize their websites with the right keywords. But as AI continues to evolve rapidly and become more democratized, the game is changing. Heather helps us understand how we got here, the implications of the change, and what CX experts need to be thinking about to adapt. From sequential connected queries to predictive search, we dive into how evolving technologies are changing the landscape and what it means for brands, marketers, and businesses. Join us as we explore the impact of AI on our world and how to create a more streamlined, integrated search experience in an increasingly fragmented search world.
Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
The Importance (and Challenge) of Delivering Ethical CX
00:25:29
Episode 11: The Importance (and Challenge) of Delivering Ethical CX
On this episode of Human Centered, host Nick Brunker chats with VMLY&R's Global Lead, Human Centered Design & Executive Director of CX Transformation, Jason Gaikowski, about the importance (and the challenge) of delivering ethical CX. They discuss why it's a challenge worth tackling along with a simple, acronym-based framework to consider when approaching the work. Plus, they share some tips on ensuring leaders are being truly empathetic when building meaningful, useful customer personas.
Host: Director, Experience Strategy, VMLY&R - Nick Brunker
Guest: VMLY&R Global Lead, Human Centered Design & Executive Director, CX Transformation - Jason Gaikowski
Episode 7: Guiding Principles to Build Great CX for Kids
On this episode of Human Centered, host Nick Brunker is joined by fellow Director of Experience Strategy, Eric Ackley, to explore the guiding principles of building and delivering value-centered experiences for kids - which is a unique challenge as CX practitioners must balance privacy, regulations and of course, ethics to serve this type of customer. They discuss several real-life examples of brands applying these principles, plus, provide some important watch-outs that leaders should have in their mind as they develop new solutions.
Host: Director, Experience Strategy, VMLY&R - Nick Brunker
Guest: Director, Experience Strategy, VMLY&R - Eric Ackley
CES 2022 - How (and why) the world's largest technology expo is getting more human
00:37:10
Episode 12: CES 2022 - How (and why) the world's largest technology expo is getting more human
On this episode of Human Centered, host Nick Brunker visits with VMLY&R Commerce Chief Strategy Officer, Curt Munk, about some exciting trends coming out of CES 2022.
From flying cars to smart everything - each year, CES seemingly gets more incredible than the last. But as customer behavior has shifted, perhaps permanently, due to the pandemic, this year's show seemed to become decidedly more focused on solving real human problems vs. sheer novelty.
Curt and Nick chat about some of the amazing progress being made in the med-tech, mobility and sustainability spaces - among others. Plus, they dive into the metaverse (metaphorically, of course), to explore how it's maturing and implications for CX pros to consider.
Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
Episode 18: Driving B2B Transformation Through Smart CX
On this episode of Human Centered, host Nick Brunker chats with VMLY&R's Executive Director of B2B, Justin Smith about the importance of CX when driving B2B transformation. Fresh off a visit to Forrester's B2B North America Summit in Austin, Texas, Justin shares some of the key trends he saw - and shares how leaders can establish a path to communicating CX ROI to senior leaders within your organization. Plus, they talk about the heavy emphasis on building trust when trying to truly differentiate customer experiences in the B2B space.
Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
Guest: Executive Director, B2B, VMLY&R - Justin Smith
Driving CX through EX - How Company Culture Can Deliver True Business Value
00:29:03
Episode 10: Driving CX through EX - How Company Culture Can Deliver True Business Value
On this episode of Human Centered, host Nick Brunker visits with VMLY&R's own John Mulvihill, Shanice Gipson and Lauren Ziegler about how the focus on employee experience and culture can drive positive customer experience outcomes -- and ultimately drive business value. Plus, they chat about the evolution of the VMLY&R Foundation - and its impact across the globe. And they offer tips for how leaders can build and sustain momentum in their own EX & CX efforts.
Host: Director, Experience Strategy, VMLY&R - Nick Brunker
Looking Ahead: Navigating the Changing Landscape of CX in 2024
00:32:47
On this episode of Human Centered, Nick Brunker and Karen Boswell, VML's Chief Experience Officer in EMEA, discuss the future of CX in 2024. They explore the potential impact of generative AI on businesses, evolving regulations around AI technology, and the importance of investing in talent.
Karen introduces the concept of Return on Human Investment (ROHI) as a key inclusion metric. Plus, they also predict the changing nature of the workplace and emphasize the power shift towards employees. Finally, they discuss how physical and psychological artifacts shape organizational culture and inclusivity.
Read Karen's full article about featuring her "24 Ponderings for 2024" here.
Host: Group Director, Experience Strategy, VML - Nick Brunker
We'd love to hear your feedback! Email the show: humancentered@vmlyr.com. To learn more about the CX practice at VML, visit vml.com/cx
09 Feb 2023
Breaking down CES 2023 - How AI is impacting the future of CX
00:28:11
Episode 23: Breaking down CES 2023 - How AI is impacting the future of CX
On this episode of Human Centered, host Nick Brunker visits with VMLY&R's Chief Innovation Officer, Brian Yamada -- who recently returned from CES 2023 in Las Vegas. The two discuss the big themes and takeaways from this year's conference and how advancements in AI are unlocking new ways to build and deliver amazing experiences. Plus, they chat about how improvements in immersive technologies (like mixed reality and 3D modeling) could change the way we engage with people in the years ahead.
Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
Guest: Chief Innovation Officer, VMLY&R - Brian Yamada
Episode 22: Predicting What's Ahead for CX in 2023
On this episode of Human Centered, host Nick Brunker visits with VMLY&R's Chief Experience Officer in EMEA, Karen Boswell. In the annual "predictions special" - Karen shares what she believes will be the trends to have our eyes on in the upcoming year. They discuss how the human element will be more important than ever and how human-enabling technology will become more widely adopted. Plus, they explore what she believes will be the leading emotion for 2023 -- optimism.
Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
Envisioning Better Experiences Through Bio-centric Design
00:29:35
Episode 6: Building Winning Experiences Through Bio-Centric Design
On this episode of Human Centered, host Nick Brunker is joined by VMLY&R's Managing Director of Insights & Strategy Jennifer Bonhomme, who works across some of our blue chip technology clients. Together, they explore the potential for a paradigm shift in design thinking, expanding our human-centered view to include more of the living planet. Jennifer talks to us about bio-centricity as an alternative in design thinking, why it matters and how design thinkers can begin to include a more sustainable view of what lives at the center of creating incredible experiences for the next generation of consumer demand.
Host: Director, Experience Strategy, VMLY&R - Nick Brunker
Guest: Managing Director, Strategy & Insights, VMLY&R - Jen Bonhomme
Plus, check out The Framework Bank - Jen's collection of business, brand, innovation, campaign, experience & design models that she mentioned during the episode.
The Evolution of CX & Importance of Human Centered Design
00:31:58
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Episode 1: The Evolution of CX & Importance of Human Centered Design
On the inaugural episode of VMLY&R’s Human Centered Design podcast, host Nick Brunker visits with VMLY&R Global CEO Jon Cook and Global Chief Experience Officer Jeff Geheb. The group chats about the evolution of CX, navigating change during the COVID-19 pandemic, and the importance of building a human-centered culture to drive success.
Episode 15: Human Centered - On Location at SXSW 2022 - Day 3
On this special episode of Human Centered, host Nick Brunker visits with VMLY&R Chief Experience Officer in EMEA, Karen Boswell and Sol Rogers, the Global Director of Innovation at MAGNOPUS, a BAFTA immersive advisor, and the Chair of Immerse U.K. - who are on location at SXSW 2022 in Austin, Texas.
They give a recap of the key activities from Day 3 and share some incredibly interesting takeaways around the theme of emotional intelligence, sleep hacking and how NASA is looking to build a commercial space station that could make a vacation amongst the stars actually possible. And sooner than you think.
Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
Episode 13: Human Centered - On Location at SXSW 2022 - Day 1
On this special episode of Human Centered, host Nick Brunker visits with VMLY&R Chief Experience Officer in EMEA, Karen Boswell and Amanda Farmer, Chief Client Officer at The Pharm - who are on location at SXSW 2022 in Austin, Texas.
They discuss the key takeaways from a busy first day of activity on the ground, share what resonated with them and discuss the human-centered themes that were being discussed at every turn.
Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
On this episode of Human Centered, host Nick Brunker visits with VMLY&R's Chief Experience Design Officer, Kaleeta McDade. The duo talks about why (and how) CX leaders need to adopt an iterative approach when developing solutions. They also discuss how to successfully drive trust with clients and stakeholders despite ambiguity in today's market and rapidly evolving customer expectations. Plus, they explore several different places in history where technology moved faster than society.
Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
Episode 20: Why the Experience Has Become the Brand
On this episode of Human Centered, host Nick Brunker visits with VMLY&R's Chief Experience Design Officer, Eric Looney to discuss how CX leaders should think about imagining better futures for the customers they serve. They delve into why experience has become greater than the product itself - and the impact that has on design innovation. Plus, they explore what it means to be an Experience Designer at VMLY&R, combatting the "sea of sameness"...how CX pros can (and should) keep up with rapidly advancing technology.
Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
Guest: Chief Experience Design Officer, VMLY&R - Eric Looney
Building a Framework for Inclusive Design & Experiences
00:34:05
Episode 5: Building a Framework for Inclusive Design & Experiences
On this episode of Human Centered, host Nick Brunker is joined by VMLY&R's Chief Integration Officer Myron King to dive deeper into how leaders can architect a framework for inclusive transformation and what are the building blocked needed to do it right. Plus, they chat about how leveraging advancing technology, such as artificial intelligence, augmented reality and virtual reality can help accelerate sea change within your organization.
Host: Director, Experience Strategy, VMLY&R - Nick Brunker
Guests: Chief Integration Officer, VMLY&R - Myron King
Episode 4: Transformative CX Through Diversity & Inclusion
On this episode of Human Centered, host Nick Brunker is joined by VMLY&R Executive Director, Experience Design Walter Geer, Associate Director, Experience Strategy Sarah Hodge, and Chief Integration Officer Myron King to discuss the importance of diversity and inclusion when chasing after truly transformative CX. The panel shares why it's critical for professionals across all levels of business to have shared accountability as they build teams and craft experiences. Plus, they explore how C-suite leaders can architect a framework to foster empathy and create the conditions within an organization that enable inclusive design to take hold.
Host: Director, Experience Strategy, VMLY&R - Nick Brunker
Guests:
Executive Director, Experience Design, VMLY&R - Walter Geer
Associate Director, Experience Strategy, VMLY&R - Sarah Hodge
On this episode of Human Centered, host Nick Brunker visits with VMLY&R Commerce Chief Innovation Officer Roy Armale about how leaders can plan to design & build the future of work - and a structure to follow that can keep employees safe, engaged and delivering winning experiences for their brands and the customers they serve. Plus, they talk about how these plans are affecting how leaders should adapt their omnichannel approach to better meet ever-growing expectations.
Host: Director, Experience Strategy, VMLY&R - Nick Brunker
Guest: Chief Innovation Officer, VMLY&R Commerce - Roy Armale
Click here to view Roy's AdAge article referenced during this episode
29 Apr 2024
Revolutionizing Commerce: Balancing Technology and Humanity
00:32:18
In this episode of Human Centered, host Nick Brunker chats with VML's global chief commerce officer, Beth Ann Kaminkow. They explore the ever-evolving world of commerce, emphasizing the importance of maintaining a human-centered approach amidst technological advancements. Plus, they discuss the emergence of 'Quantum Commerce', the influence of Gen Z consumers, and the impact of the impending 'cookie apocalypse'.
Check out some of Beth Ann's additional articles referenced in the episode:
Empowering Human Centered Talent Amidst Disruption
00:41:38
In this episode of Human Centered, host Nick Brunker and co-host, Karen Boswell -- VML's Chief Experience Officer in EMEA -- are joined by Ed Beard, Marci Le Gaufey, and Andy Wardlaw. They dive deep into the concept of human investment and organizational psychology, discussing how to build teams and organizations with a human-centered approach.
The group shares their experiences and insights on fostering cultures of innovation and collaboration amidst disruption and change. They explore the importance of employee engagement, motivation, and well-being in building successful companies and brands. Listen in as they discuss tangible steps leaders can take to enhance these elements and the consequences of not addressing these issues in today's dynamic work environment.
Host: Group Director, Experience Strategy, VML - Nick Brunker
Guest: Director, Digital and Creative Operations adam&eveDDB - Marci Le Gaufey
Guest: Certified Business Psychologist, Liminal Store - Ed Beard
Guest: Global Managing Director, Tech & Innovation at The Talent Business - Andy Wardlaw
We'd love to hear your feedback! Email the show: humancentered@vml.com. To learn more about the CX practice at VML, visit vml.com
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