CXD: Customer Experience Design – Détails, épisodes et analyse

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CXD: Customer Experience Design

Engine

Business & Entrepreneuriat

Fréquence : 1 épisode/19j. Total Éps: 51

Welcome to CXD: Customer Experience Design, a podcast by Engine. We get you up close to the latest customer experience insights from the best, brightest industry trailblazers. Hear some big thinking, amazing success stories and actionable strategies. Tune in, be inspired, and start designing change today.

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Apple

Données mises à jour le 04/07/2026

Classements récents

Dernières positions dans les classements Apple Podcasts et Spotify.

Apple Podcasts

🇨🇦 Canada - Marketing
01/06/2026
#84
🇨🇦 Canada - Marketing
31/05/2026
#53
🇬🇧 Grande Bretagne - Marketing
09/05/2026
#90
🇬🇧 Grande Bretagne - Marketing
06/02/2026
#93
🇬🇧 Grande Bretagne - Marketing
14/12/2025
#74
🇨🇦 Canada - Marketing
12/12/2025
#75
🇨🇦 Canada - Marketing
11/12/2025
#51
🇬🇧 Grande Bretagne - Marketing
03/12/2025
#83
🇬🇧 Grande Bretagne - Marketing
28/11/2025
#90
🇨🇦 Canada - Marketing
11/11/2025
#66

Spotify

Aucun classement récent disponible

Liens partagés entre épisodes et podcasts

Liens présents dans les descriptions d'épisodes et autres podcasts les utilisant également.

https://resources.engineservicedesign.com/customer-centricity-index
12 partages
https://link.edgepilot.com/s/61715c9c/LiWVQLmcCUy3gsx90GNEGA?u=https://engineservicedesign.com/%23customer-driven-design
11 partages
https://www.amazon.co.uk/Customer-Driven-Transformation-Design-led-Companies-Services/dp/0749483016/ref=sr_1_1?crid=1HZIUJS631TSL&keywords=customer+driven+transformation&qid=1706172684&sprefix=customer+driven+transformation%2Caps%2C65&sr=8-1
6 partages

https://www.linkedin.com/in/marco-p-nijhof-a2b22413/
4 partages
https://www.linkedin.com/in/oliverkingengine/
4 partages
https://www.linkedin.com/in/hugo-vanderschaegh-9a9597b/
2 partages

https://www.amazon.com/dp/9163947846/
1 partage
https://www.amazon.com/dp/9163936445/
1 partage

Qualité et score du flux RSS

Évaluation technique de la qualité et de la structure du flux RSS.

Qualité du flux RSS

À améliorer

Score global : 38%

Historique des publications

Répartition mensuelle des publications d'épisodes au fil des années.

Year

Derniers épisodes publiés

Liste des épisodes récents, avec titres, durées et descriptions.

Ep51: You're measuring the wrong thing: why trust beats satisfaction

Épisode 51

mercredi 29 avril 2026 • Durée 30:14

Most organisations are trying to grow revenue, but they're focusing on the wrong lever.

Revenue is the outcome of customer decisions, and those decisions are driven by trust.

In this episode, Oliver King, Co-founder of Engine, is joined by Chris Johnston, Founder and CEO of Adoreboard, to explore how trust is built and broken through everyday customer experiences, where organisations are unintentionally losing value, and what changes when you actually see and measure it.

Together, they unpack how combining emotional insight with experience design helps organisations move from measuring performance to actively driving growth.

Because in the end, revenue is the outcome. Trust is the leading indicator. And customer experience is how you earn it, every single day.

Connect with Chris on LinkedIn - https://www.linkedin.com/in/chrisjohnstonadoreboard/

Connect with Olly on LinkedIn - https://www.linkedin.com/in/oliverkingengine/

Discover more about Adoreboard - https://adoreboard.com/

Discover more about our partnership - https://enginecxdesign.com/powered-by-adoreboard

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Ep50: The emotional forces reshaping customer experience

jeudi 19 février 2026 • Durée 28:46

Discover the five emotional forces reshaping customer experience.

In this landmark 50th episode of the CXD Podcast, Oliver King is joined by Lisa Skinner to explore how emotions drive customer decisions. They discuss rising customer vulnerability, the impact of automation on trust, and why fragmented journeys are reshaping expectations. The conversation examines how organisations can adapt their approach to build trust and deliver experiences that truly connect with what matters to customers.

Connect with Lisa on LinkedIn: https://www.linkedin.com/in/lisamskinner/

Connect with Olly on LinkedIn: https://www.linkedin.com/in/oliverkingengine/

Chapters:

00:35: The importance of understanding customer feelings in today's complex environment
02:56: The five forces reshaping customer experience
07:52: Why customers are arriving more emotionally loaded
10:21: The impact of automation and AI on human connection
13:11: Fragmentation of customer journeys and loss of emotional continuity
17:18: The widening expectation experience gap
18:22: How unmet expectations damage trust
21:07: Building and measuring trust
24:31: The role of emotional analytics in understanding customer feelings at scale
27:09: Return on Emotion: linking feelings to business outcomes

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Ep49: Designing places: Where architecture meets experience

jeudi 30 octobre 2025 • Durée 31:34

How can architecture shape the way people feel in a destination?

In this episode of the CXD Podcast, Oliver King is joined by Guy Hollaway, Principal Partner at Hollaway Studio, to explore how design influences emotion, behaviour and connection. They discuss the role of architecture in destination design, creating spaces that connect with communities, and why wellness-led thinking is defining the future of the built environment.

Connect with Guy - https://www.linkedin.com/in/guy-hollaway-a5001726/

Discover more about Hollaway Studio and their work - https://www.hollawaystudio.co.uk/

Follow Hollaway Studio on LinkedIn - https://www.linkedin.com/company/hollaway

Chapters:

00:00: The Impact of Physical Space on Customer Experience
02:05: Building Invention and Community Engagement
05:59: Innovative Design: The F51 Skate Park
11:58: Creating Emotional Connections Through Architecture
17:49: Anticipation and Experience in Architectural Design
23:53: Future Trends in Architecture and Community Wellbeing

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Ep48: Build It Like You Mean It: Turning Vision into Action in a Legacy Infrastructure World

mercredi 17 septembre 2025 • Durée 29:37

What does it really take to change when everything around you is built for yesterday?

In this episode of the CXD Podcast, Oliver King is joined by Ian Rabagliati, Product Director at LeShuttle, where they unpack how to move past the weight of legacy systems, co-create change with the people who deliver it, and keep momentum alive with progress everyone can see.

Connect with Ian - https://www.linkedin.com/in/ian-rabagliati-19146912/

Chapters:

00:00 - The Dilemma of Legacy Businesses
01:31 - Transforming Vision into Reality
04:22 - The Importance of Starting
06:48 - Phased Approach to Change
10:08 - Design Thinking in Infrastructure
15:22 - Agile Methodologies in Physical Environments
19:41 - Putting Customers Back at the Centre
23:35 - Building Belief Through Visible Changes

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Ep47: What retail can learn from the five-star lobby (pt.2)

mercredi 6 août 2025 • Durée 37:54

How do you transform a retail space into a destination that resonates emotionally with every visitor?

In this episode, Oliver King continues his conversation with Marco Nijhof, a visionary hotelier and retail executive. Together, they explore the actionable steps brands can take to rehearse emotion, build enchanted teams, and ensure their brand's soul is future-proof. Tune in to discover how to create unforgettable guest experiences that turn your store into a must-visit destination.

Connect with Marco - https://www.linkedin.com/in/marco-p-nijhof-a2b22413/

Chapters:

00:00 - The Art of Luxury Experience Design
00:49 - Multi-Sensory Retail Environments
02:56 - Understanding Customer Journey Mapping
07:07 - Emotional Connections in Retail
11:11 - Rehearsing Emotion in Retail
17:53 - Empowering Teams for Exceptional Service
23:05 - The Cost of Inaction in Retail
25:56 - Balancing Heritage and Innovation
31:33 - The Future of Retail Leadership

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Ep46: What retail can learn from the five-star lobby

mercredi 9 juillet 2025 • Durée 24:03

What if your store felt more like a five-star hotel lobby?

In this episode, Oliver King is joined by International Hotel, Retail and Real Estate Executive, Marco Nijhof, to explore how retail can take cues from hospitality, blending emotion, experience, and a guest-first mindset to create spaces people want to return to.

Connect with Marco - https://www.linkedin.com/in/marco-p-nijhof-a2b22413/

Chapters:

00:00 - The Evolution of Retail Experience
02:35 - Rethinking Customer Engagement
05:22 - Integrating Digital and Physical Experiences
08:25 - The Role of Hospitality in Retail
11:20 - Creating Emotional Connections
14:18 - The Art of Welcoming Guests
17:19 - Transforming Stores into Stories

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Ep45: Why the hardest part of leadership has nothing to do with strategy

mercredi 11 juin 2025 • Durée 36:48

What does good leadership look like when everything’s changing?

In this episode, Olly sits down with strategic leader, Gary Simpson, to talk about what it really takes to lead in a world that doesn’t sit still. They unpack the tension between short-term wins and long-term vision, why clarity beats control, and how the best leaders create space for others to thrive.

From futures thinking to B2G customer insight, Gary shares a fresh take on leadership that’s grounded in values, not vanity—and built for what’s next.

Connect with Gary on LinkedIn; https://www.linkedin.com/in/gary~simpson/

Chapters:

00:00 Navigating Change in Leadership
04:52 The Importance of Adaptability
10:03 Understanding Customer Needs
15:11 The Role of Integrity in Leadership
19:55 Balancing Short-Term and Long-Term Goals
25:05 Embracing a Growth Mindset
29:53 Learning from Failure
35:10 Final Thoughts on Leadership

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Ep44: Prove it or Lose it: The CX Case for Investment

mercredi 28 mai 2025 • Durée 40:05

You can’t improve what you don’t measure - or what your organisation doesn’t value.

In this episode of CXD, Oliver King sits down with aviation CX leader, Claire Donnellan, to talk about the pressures that shape the airport and airline experience, the gap between data and action and the commercial risks of viewing CX as just a ‘nice to have’.

Trying to drive change in aviation or a complex organisation? This one’s for you.

Connect with Claire Donnellan - https://www.linkedin.com/in/claire-donnellan-mba/

Chapters

00:00 The Challenge of Proving CX Value
02:50 Understanding the Disconnect in CX Investment
09:52 The Role of Data in Customer Experience
12:16 Building Confidence in CX Initiatives
20:54 The Importance of Small Experiments
25:32 Aligning CX with Business Risks
30:11 Facilitating Change in CX
37:40 The Path to Strategic CX Leadership

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Ep43: Grace Under Pressure: Designing Passenger Experience Through Disruption

mercredi 14 mai 2025 • Durée 32:40

What if the moments passengers remember most, are the ones when everything goes wrong?

In this episode of CXD, Oliver King sits down with Engine’s Design Director David Pinder to talk about designing for disruption in airports.

They explore how pressure points—from flight delays to major incidents—can become defining moments for passenger experience. It’s a conversation about clear communication, empowered teams, and designing services that stay calm, considered and human—especially when the unexpected hits.

Because the airports that plan for disruption? They’re the ones passengers come back to.

Connect with David Pinder - https://www.linkedin.com/in/david-pinder-88828613/⁠

Chapters

00:10 - Introduction
01:32 - Crisis Moments as Experience Opportunities
05:07 - Empowering Staff for Better Passenger Care
09:50 - Human-Centred Welfare During Disruption
12:20 - Balancing Infrastructure Development and Passenger Experience
17:20 - Preparing for the Unexpected
23:30 - Effective Communication During Disruption
28:39 - Final Thoughts on Designing for Disruption

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Ep42: Reimagining Shopping, Space and Experiences in Transit

mardi 29 avril 2025 • Durée 34:00

Airport retail isn't just about duty-free transactions, it's about transformation.

In this episode, Oliver King is joined by Hugo Vanderschaegh, Managing Partner of Altavia Travel Retail, to explore how airports can create experience-led spaces and drive commercial success. From personalisation and pre-trip engagement to local products and a stronger sense of place, they unpack what it takes to turn terminals into destinations passengers enjoy.

Connect with Hugo - https://www.linkedin.com/in/hugo-vanderschaegh-9a9597b/

Find out more about Altavia Travel Retail - https://altavia-travelretail.com/

Chapters

02:40: The Transformation of Duty-Free Shopping
07:09: Opportunities in Travel Retail
14:30: Personalisation in Travel Retail
16:14: Future trends in Travel Retail
18:48: Creating Unique Airport Experiences
22:34: The Role of Airports in Cultural Connection
25:18: Sense of Place in Airport Design
28:26: Innovating Duty-Free Experiences
30:23: The Future of Travel Retail

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