Explore every episode of the podcast CXD: Customer Experience Design
| Title | Pub. Date | Duration | |
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| Ep 35: Designing Railways for Economic and Social Impact | 29 Oct 2024 | 00:46:19 | |
In episode 35 of the CXD Podcast, Oliver King is joined by Will Gallagher, Chief Strategy and Development Officer at East West Railway Company, to discuss the evolving ecosystem of customer experience in rail networks, focusing on the economic impact of rail connectivity, the challenges faced by the industry, and the need for a shift in organisational mindset. They explore the importance of integrating rail with other modes of transport, designing stations that serve community needs, and ensuring affordable travel options to drive economic growth. In this conversation, Olly and Will explore the critical importance of accessibility and inclusivity in rail design, the diverse needs of passengers, and the significance of customer experience in the rail industry. They explore how East West Rail is approaching these challenges by designing with customers in mind, utilising data and insights, and encouraging collaboration across teams. Connect with Will Gallagher. Download your copy of our Customer Experience Checklist for Rail here. Chapters: 03:38: The Role of Rail in Economic Connectivity 06:10: Challenges Facing the Rail Industry 10:03: Integrating Rail with Other Modes of Transport 12.46: The Shift in Organisational Mindset for Rail Companies 13:31: Designing Stations for Community Impact 17:24: Affordable Rail Travel and Economic Growth 24:44: Designing for Accessibility and Inclusivity 29:14: The Importance of Customer Experience in Rail 35:55: Making a Case for Change 39:14: Establishing a Customer-Centric Governance 42:20: Envisioning a Frictionless Travel Experience | |||
| Ep 34: How Aviation Thinking Can Shape the Future of Railways | 07 Oct 2024 | 00:47:03 | |
In episode 34 of the CXD podcast, Oliver King is joined by Nik Lusardi, Design Director and Co-founder of Future Travel Studio, to discuss the evolving landscape of customer experience in the rail and aviation sectors, focusing on existing challenges and opportunities. During the conversation, they explore the impact of technology, customer needs, and the introduction of innovative products such as DreamSuite, which aims to enhance the travel experience. Tune in to discover more about the future of rail travel and the importance of adapting to changing customer experience and improving service delivery. Connect with Nik Lusardi. Discover more about DreamSuite here. Download your copy of our Customer Experience Checklist for Rail here. Chapters:
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| EP 25: Journey Maps: Creating a Concept of Experience | 15 Apr 2024 | 00:12:04 | |
Join us on CXD, the podcast from Engine Service Design, as we explore the creation of the "Concept-of-Experience," a strategic tool that outlines the future of customer interactions. In this episode, Oliver King details the journey from initial research and persona development to setting a visionary strategic direction. Discover how this critical tool not only aligns with business objectives but also galvanises stakeholder support, providing a robust framework for enhancing customer experiences and driving impactful change. | |||
| Ep 24: Exploring the As-Is Journey Map: A Foundation for Exceptional Experiences | 01 Apr 2024 | 00:11:05 | |
Dive into the art of journey mapping with CXD, the podcast from Engine Service Design. This episode focuses on the As-Is Journey Map, a pivotal tool in designing services and experiences that resonate deeply with users. Journey mapping reveals the current state of user interactions, pinpointing pain points and moments of delight to inform future enhancements. By exploring the sequence of user steps and interactions, we uncover insights that drive empathetic, customer-centered design. Join us to learn how to craft these maps using a blend of research, technology, and collaborative insights, setting the stage for transformative service design. Discover the power of journey mapping to align teams, drive innovation, and deliver remarkable experiences that customers love. | |||
| Ep 23: The Journey of the Journey Mapping: From Cognitive Psychology to Experience Design | 18 Mar 2024 | 00:12:11 | |
Explore the evolution of Journey Mapping, from its roots in cognitive psychology to its pivotal role in today's customer experience design. Discover how it shapes customer experiences, drives business strategy, and adapts to digital advancements. This episode unpacks the journey of Journey Mapping itself, revealing its impact on design, business, and the future of personalised customer experiences. | |||
| Ep 22: Creating Change: Embracing Customer-Centric Transformation | 11 Mar 2024 | 00:09:18 | |
In this forward-thinking episode of CXD, Oliver King tackles the challenge many organisations face when shifting from a product-based to a customer-centred focus. As we navigate the complexities of service design and customer experience, Oliver emphasises the necessity of this profound shift to maintain relevance and competitiveness. Discover the signs that indicate a need for change, the consequences of resisting transformation, and the immense benefits of successful change management. Oliver shares insights from Engine’s 'Customer Driven Transformation' on implementing strategies that effectively guide organisations through this change by realigning with customer values. Listen in as CXD unpacks the power of a compelling vision to steer organisational change, the innovative 'Think Like a Designer' mindset and the crucial conditions for effective transformation. Join us for this episode to gain actionable strategies that ensure your services are customer-focused and your organisation is poised for continual innovation and growth. For more resources and to dive deeper into the strategies discussed, click on the links below. https://link.edgepilot.com/s/61715c9c/LiWVQLmcCUy3gsx90GNEGA?u=https://engineservicedesign.com/%23customer-driven-design | |||
| Ep 21: Crafting Uniqueness: Designing Distinctive Services | 04 Mar 2024 | 00:08:35 | |
Tune in to CXD with Oliver King as we tackle the critical challenge of crafting distinction in services and experiences. In this episode, Oliver discusses the necessity of infusing your brand's unique identity into every facet of service design, transforming efficiency into emotionally resonant and memorable customer engagements. Learn about the common pitfalls in achieving distinctiveness and how they can dilute your brand’s identity and customer satisfaction. Oliver provides insights from Engine’s book, 'Customer Driven Transformation', on strategies for creating services that genuinely reflect your brand and resonate with your audience. Discover the benefits of distinctive service design, including heightened brand loyalty, a competitive edge, and alignment with your core values. This episode guides you through design-led strategies for building a compelling vision, innovating customer experiences, and developing a clear value case for unique service offerings. Join us on CXD for practical advice on setting your services apart in a crowded marketplace and creating lasting impressions with your customers.
Access free chapters and further resources on distinctive service design in the links below. | |||
| Ep 20: Designing Emotion: Crafting Customer Connections through Service Design | 26 Feb 2024 | 00:09:07 | |
Join Oliver King on CXD as we dissect the challenge of embedding emotional connections within service design. In this tech-driven age, Oliver discusses the delicate balance between efficiency and emotion, and why mastering this balance is a key differentiator in the market. Learn about the signs that a service may be lacking in emotional depth and the risks of overlooking this crucial aspect. Oliver shares strategies from Engine's book, 'Customer Driven Transformation', for designing services that resonate emotionally. Gain insights on creating a compelling vision that aligns with customers' emotional needs, designing services that go beyond functionality to touch hearts, and developing a clear value case for emotional engagement. Tune in to CXD to understand how a focus on emotion in design can enhance customer loyalty, set your brand apart, and lead to a thriving, customer-centric business. Discover further resources and get a glimpse into the strategies by following the links below. | |||
| Ep 19: Decisive Pace: Mastering the Art of Fast & Slow through Service Design | 19 Feb 2024 | 00:08:26 | |
Dive into the art of decision-making with Oliver King on this episode of CXD, as we tackle the "Challenge of Fast and Slow." Understanding the balance between rapid action and careful deliberation is critical for today's businesses to thrive. Oliver reveals how a lack of balance can lead to disjointed customer experiences and a reactive rather than strategic approach to innovation. Learn about the key signs of imbalance in decision-making and the strategies needed to strike the perfect pace. Oliver shares ideas from Engine's book, 'Customer Driven Transformation' on how to craft a compelling vision that harmonises quick actions with thoughtful, long-term planning. Tune into CXD to find out how your organisation can apply design-led strategies to blend agility with depth, ensuring that every decision, whether fast or slow, aligns with your customer-first philosophy and business goals. Discover more, including free chapters of the book, by clicking on the links below. | |||
| Ep 18: Crafting the Future: The Power of Vision in Service Design | 12 Feb 2024 | 00:07:56 | |
In this episode of CXD, Oliver King addresses the 'Challenge of Vision' and its pivotal role in service design within the digital age. Learn why a strong, clear vision is critical for organisations to innovate, adapt, and lead in their industries. Explore the signs that a company might lack this vision and the consequences of this absence on growth, culture, and customer satisfaction.
Oliver discusses how a compelling vision can unify teams, streamline decision-making, and drive creativity. He outlines design-led strategies from Engine's book, 'Customer Driven Transformation', for developing and implementing this vision, ensuring that services are not only efficient and beautiful but also resonate deeply with customers.
Stay tuned to CXD for actionable insights into how a well-defined vision can transform your organisation's approach, foster innovation, and build a robust path toward customer-centricity.
Find links below to download a free chapter of the book, purchase 'Customer Driven Transformation', and more.
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| Ep 17: Transitioning to Customer-Centricity: Inside-Out to Outside-In | 05 Feb 2024 | 00:07:53 | |
Join Oliver King in this enlightening episode of CXD as he explores how service design helps shift organisations from 'Inside-Out' to 'Outside-In' thinking. Discover why prioritising customer needs is crucial in today's market and the risks of ignoring this approach. Oliver highlights the benefits of an 'Outside-In' perspective, such as improved customer understanding, colleague engagement and business innovation.
This episode offers practical insights from Engine’s book, 'Customer Driven Transformation', on effectively implementing design-led customer-centric strategies to deliver the right services to market faster. From crafting a compelling vision to creating a conducive environment for change, learn the key steps for transforming your organisation's approach to service design.
Tune into CXD for valuable tips on embracing a customer-focused mindset and ensuring your services meet and exceed customer expectations. Find links below to download a free book chapter, purchase 'Customer Driven Transformation', and more. | |||
| Ep16: Designing a CX Vision with Ian Rabagliati from LeShuttle | 29 Jan 2024 | 00:26:00 | |
Welcome to another episode of CXD, where we explore the world of design and customer experience. Today, we have a special guest, Ian Rabagliati, Director of Product and Customer Engagement at Eurotunnel LeShuttle.In this episode, Ian shares the unique story of LeShuttle, its challenges, and how they embarked on a transformative project. We delve into the stages of their customer experience program, challenges faced and milestones achieved. Ian also talks about the collaborative process and the project's tangible impacts. Join us as we learn from Ian's insights, lessons, and reflections on how this project has shaped his approach to future challenges | |||
| Ep 33: Bringing User-Centred Design to Organisations | 19 Aug 2024 | 00:33:20 | |
In episode 33, Oliver King is joined by Jeanette Clement, Head of Service Design at BT Group, where they discuss the challenges and strategies of building customer-centred design capabilities within organisations. They explore the role of service design in bringing about change and building customer experience capabilities. Jeanette shares her experience working in various sectors and highlights the importance of collaboration and convergence and the influence of service design on strategic thinking and decision-making within organisations. Tune in to discover the typical challenges and obstacles faced in implementing customer-centred design with advice on how to navigate them. Connect with Jeanette Clement. Chapters:
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| Ep15: Mastering the Use of Vision Wheels | 22 Jan 2024 | 00:09:27 | |
In this engaging episode of CXD, Oliver King, co-founder of Engine Service Design, takes you deeper into the world of Vision Wheels, a pivotal tool in designing exceptional services and experiences. This episode is particularly valuable if you want to understand how to effectively use a Vision Wheel in your service design projects.
Oliver explains the role of the Vision Wheel as a 'North Star', guiding every stage of the project from concept to completion. He outlines its importance in setting clear directions, inspiring innovative ideas, and ensuring consistency and alignment throughout the project lifecycle. You'll learn how to use the Vision Wheel to engage stakeholders, as a creative stimulus during brainstorming sessions, and as an evaluation tool for assessing ideas and concepts.
This episode is filled with practical tips on navigating the various phases of service design using the Vision Wheel, including integrating customer personas and developing metrics and KPIs that align with your vision.
For a more comprehensive understanding, check out the previous episodes on creating Vision Wheels, and don't forget to access more resources linked in the description. | |||
| Ep14: Building Your Vision Wheel | 15 Jan 2024 | 00:11:35 | |
In this episode of CXD, hosted by Oliver King, co-founder of Engine Service Design, we delve into the practicalities of creating a Vision Wheel. This episode is a comprehensive guide on developing this strategic framework, a cornerstone in designing services and experiences that align with a Customer Experience Vision. Oliver walks you through the process, from conducting thorough research to synthesising insights into actionable principles and tactics.
Learn the importance of defining clear project goals, improving customer satisfaction, operational efficiency, or expanding market reach, and how these goals shape your Vision Wheel. Discover the art of brainstorming and refining principles, the significance of the 'Big Idea' at the centre of the wheel, and how to develop springboard tactics that inspire innovative service features.
This episode is not just about theory; it’s packed with practical advice and real-world examples, making it essential listening for anyone looking to elevate their service design strategies.
Don’t forget to check out the 'Vision Wheel Template' linked in the description for a hands-on experience and follow CXD for more invaluable insights into service design. | |||
| Ep13: Unveiling the Customer Experience Vision | 08 Jan 2024 | 00:12:18 | |
Join Oliver King, co-founder of Engine Service Design, in this episode of CXD where we discuss Customer Experience Visions. This episode is your guide to understanding how to craft a vision that effectively combines technology, people, and environments into seamless experiences. Oliver delves into the 'Vision Wheel' concept, a powerful tool in Engine's methodology, illustrating its application through real-world examples, including a case study of 'Creating Happy Digital Homes'. Learn about the nuances of service design, from physical touchpoints to digital interactions, and discover how to create a vision that resonates with customers and drives business strategy. This episode is a must listen for anyone interested in the intersection of customer experience and innovative service design.
Check out the linked 'Vision Wheel Template' for a practical understanding, and don't forget to follow CXD for more insights into service design excellence. | |||
| Ep12: Utilising Personas | 11 Dec 2023 | 00:10:45 | |
Harness the Power of Personas in episode 3 of our podcast series. In this illuminating episode, we deep-dive into maximising the potential of customer personas. Discover how these dynamic tools stretch beyond design, influencing operations, marketing, and training. Within the design landscape, they illuminate ideation, shape future journeys, and refine concepts through testing. But their reach doesn't end there. Real-world examples from organisations like NASA, Siemens, P&G, and Dubai Tourism bring to life the multifaceted uses of personas in spaces from space exploration and employee training to strategic partnerships and product development. Finally, we champion the transformative power of integrating personas into an organisation’s essence, aligning teams toward a common, customer-focused goal.
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| Ep 11: Crafting Personas | 04 Dec 2023 | 00:10:58 | |
Dive into the intricate art of crafting effective customer personas in our newest episode. We discuss common pitfalls organisations face when developing personas, from working off assumptions to neglecting those unlikely to engage with offerings. At Engine, we've refined a 5-step methodology to hone in on target personas: In-depth Research, Pattern Identification, Profiling, Attribute Development, and Rigorous Validation. We delve into each step's nitty-gritty, offering insights on best practices and essentials. Concluding with a potent note on the indispensable role of empathy in persona crafting, this episode underscores how personas, when created with meticulous care and understanding, become deeply ingrained in an organisation's culture, guiding it towards empathetic customer engagements. Start your journey to customer-centricity with our free Customer-Centricity Assessment. | |||
| Ep 10: Impactful Personas with Yasmin Ali from Majid Al-Futtaim | 29 Nov 2023 | 00:36:02 | |
Embark on a unique journey in episode 10 of our podcast where we introduce you to Yasmin from MAF (Majid Al Futtaim). We traverse through Yasmin's journey, exploring her experiences in navigating the challenges and initiatives that led to the development and implementation of personas. Yasmin opens up about her collaborative adventures with Engine, revealing the intricacies and key learnings encountered along the way. She provides a candid look at the transformative power of personas, not only on the business aspects but also on MAF’s organisational culture. Yasmin delves into the subtle art of securing stakeholder buy-in and shares concrete instances where personas have proven to be an indispensable asset within the business. Additionally, she reflects on the evolution of information utilisation within the business, comparing the pre and post-persona phases, and their substantial influence on strategic decision-making. Start your journey to customer-centricity with our free Customer-Centricity Assessment. | |||
| Ep 9: De-mystifying Personas | 20 Nov 2023 | 00:10:41 | |
Dive deep into the world of customer personas in our latest podcast episode. We debunk common misconceptions around what personas mean, demystify their difference from customer segments, and emphasise their pivotal role in today's customer-centric strategies. Take a journey with us as we dissect the downfall of giants like Blockbuster, Kodak, and ToysRUs due to a lapse in customer understanding. We spotlight the transformative power of personas, showcasing how they humanise data and guide businesses in crafting memorable experiences. Highlighted with a real-world case study, see how Spotify's 'Discover Weekly Dave' persona captivates its audience. Start your journey to customer-centricity with our free Customer-Centricity Assessment. | |||
| Ep 8: Assuring Quality in Experience Delivery | 13 Nov 2023 | 00:09:40 | |
Join host Oliver King as we navigate Delivery Quality and Assurance in our customer-centricity series. After exploring design insights from Starbucks, Dyson, and IKEA, we now ask: "Are we tailoring experiences to customer needs?" Oliver charts the stages of customer-centric maturity, from disjointed beginnings to becoming industry leaders. Dive into the three pillars: Customer Journey Delivery, Channel Management, and Service Quality, drawing lessons from Disney's immersive touchpoints, Nike's seamless channels, and Ritz-Carlton's unparalleled service. Start your journey to customer-centricity with our free Customer-Centricity Assessment. | |||
| Ep 7: Crafting the Customer Experience through Design and Development | 06 Nov 2023 | 00:07:25 | |
Join Oliver King to explore designing standout customer journeys. Move from reactive approaches to proactive experiences, focusing on Customer Experience Design, Innovation, and Implementation. Learn from Starbucks' memorable moments, Dyson's innovation ethos, and IKEA’s efficient concept-to-product journey. Reflect: Are your designs impactful? Up next: Improving design quality for unparalleled customer experiences. Start your journey to customer-centricity with our free Customer-Centricity Assessment. | |||
| Ep 6: Understanding Customers and Their Worlds | 30 Oct 2023 | 00:08:16 | |
Join host Oliver King as he explores the essence of truly understanding customers. Journey from simply hearing them to co-creating future offerings. Witness LEGO’s community-driven products in Customer Knowledge and Airbnb's adaptability to market shifts. Through Measurement, observe how Zara uses data for an edge, and see Spotify's data-sharing to enhance user experiences. It's about syncing with customers and sharing insights. Up next: Crafting customer-first experiences through design. Start your journey to customer-centricity with our free Customer-Centricity Assessment. | |||
| Ep32: The Impact of Consumer Endings | 05 Aug 2024 | 00:43:53 | |
In episode 32, Oliver King is joined by Joe Macleod, Head of Endineering to discuss the importance of designing consumer endings. Many businesses overlook the end of the customer journey, which results in missed opportunities and negative impacts on brand equity. In this episode, Joe emphasizes the benefits of designing better endings for both consumers and brands, including increased consumer engagement and loyalty, as well as alignment with sustainability goals. Tune in to hear the negative consequences of ignoring endings and the need for businesses to design better off-boarding experiences. Joe shares two key tools for designing endings for businesses to create meaningful and satisfying closure for their customers. Discover more about andend. You can buy Ends and Endineering via the links below.
To discover more about the Endineering course, click here. 25% off discount code: 25offendscohort Chapters:
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| Ep 5: Enabling Delivery for Great Customer Experience | 23 Oct 2023 | 00:12:14 | |
In this enlightening episode, Oliver King takes you on a journey to discover the essential attributes of delivering an exceptional customer experience. Moving beyond conventional metrics, you'll uncover how market-leading companies empower their teams, employ top-tier technologies, and hone their business processes to guarantee a smooth customer journey. With real-world examples from industry giants like Apple and Spotify, Oliver showcases the actionable steps these brands adopt to consistently go above and beyond for their customers. As the elements come together, you'll gain a holistic understanding of the intricacies that ensure every customer interaction is memorable, personalised, and influential. Start your journey to customer-centricity with our free Customer-Centricity Assessment. | |||
| Ep 2: Navigating Customer-Centricity with Hannah Richardson | 20 Oct 2023 | 00:47:04 | |
Join us as we dive into SIRVA's transformation towards customer-centricity. We'll delve into the key turning points that nudged SIRVA towards a customer-first approach and their decision to collaborate with Engine. We'll also provide a snapshot of the highs and lows from their partnership with Engine, followed by the tangible outcomes. Wrapping up the episode, we'll reflect on the challenges and benefits of embracing a customer-centric model and share some invaluable advice for others on a similar path. Tune in for a concise yet insightful journey through SIRVA's transformative experience. Start your journey to customer-centricity with our free Customer-Centricity Assessment. | |||
| Ep 4: Building a Customer-Centric Culture & Management | 20 Oct 2023 | 00:13:32 | |
Join Oliver King for a deep dive into 'Customer-Centric Culture & Management'. Today, we spotlight the four key attributes: Governance and Management, The Right People, Learning Culture, and Colleague Engagement. Understand their role in embedding customers into a company's core. See how giants like Salesforce make customer-centricity their ethos, exemplified by their 'Trailblazer Community'. Assess: Is your business truly customer-focused? Stay tuned for more insights on customer-centricity. Start your journey to customer-centricity with our free Customer-Centricity Assessment. | |||
| Ep 3: Strategic Direction and Commitment | 20 Oct 2023 | 00:09:23 | |
In this episode, join Oliver King, as we dive deep into the essence of Strategic Direction and Commitment. We recap our inaugural episode on the pillars of customer experience maturity before plunging into the realms of leadership-backed visions, brand promises, and their profound impact on businesses, employees, and customers alike. Get inspired by Patagonia's mission-driven approach and understand why direction and commitment are paramount in a customer-centric strategy. Stay tuned for a sneak peek into our next episode on fostering a Customer-Centric Culture. Whether you're a newbie or a regular, this episode is brimming with insights to redefine your organisation's relationship with its customers. Start your journey to customer-centricity with our free Customer-Centricity Assessment. | |||
| Ep 1: An Introduction to Customer Centricity | 22 Sep 2023 | 00:09:17 | |
Explore the transformative power of customer-centricity in our podcast series. Discover why placing customers at the heart of your business is pivotal in today's market. Through real-world examples like Netflix and Apple, understand how this strategy benefits not just businesses, but customers and employees too. We delve into the challenges and rewards, and unveil the six pillars defining customer-centric organisations. Ideal for entrepreneurs, CX professionals, or anyone curious about exceptional customer experiences. Start your journey to customer-centricity with our free Customer-Centricity Assessment. | |||
| Ep31: The Future of Airports: Prioritising the Passenger Experience | 25 Jul 2024 | 00:44:20 | |
In episode 31, the final in our mini aviation series, Oliver King is joined by Bryan Thompson, a seasoned leader in passenger experience with over 25+ years of experience. Tune in to hear insights on the importance of passenger experience in airport operations and development and how it has evolved over time, shaping the airports of tomorrow. In this episode, Bryan stresses the value of collaboration and customer understanding in enhancing the airport experience, advocating for empathy and a holistic approach to decision-making, with advice for those embarking on the journey of enhancing passenger experience. Download your copy of our Passenger Experience Strategy Checklist.
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| Ep30: Airports as Destinations: Enhancing Place through Travel | 01 Jul 2024 | 00:41:20 | |
In episode 30 of the CXD podcast, Olly is joined by James Samperi and David Pinder to discuss how airports are now being seen as destinations in their own right. The conversation covers the importance of customer experience in the design and development of airports and covers the challenges of designing and improving airports, whether it's a greenfield site or an existing operational airport, and how collaboration is vital. Tune in to discover more about the concept of an Experience Master Plan - an approach to planning and designing the target experience for passengers, considering various dimensions beyond the physical infrastructure - and bridging the gap between operational and infrastructure plans. Download your copy of our Passenger Experience Strategy Checklist.
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| Ep 29: From the Ground Up: How Frontline Staff Enhance Passenger Experience | 17 Jun 2024 | 00:22:33 | |
In this episode of the CXD podcast, Oliver King is joined by Natasha Roberts, Senior Consultant at Engine, to discuss the changing roles of airport staff, the impact of technology and the balance between human touch and automation. They discuss the evolution of frontline staff roles and the challenges and opportunities presented by the evolution, including the work environment and ongoing training opportunities. Download your copy of our Passenger Experience Strategy Checklist.
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| Ep28: Making Airports Accessible for All: 5 Design Considerations | 03 Jun 2024 | 00:21:36 | |
In this second episode in our Aviation Series of the CXD podcast, Oliver King and David Pinder discuss the importance of accessibility and inclusivity in airport passenger experiences. This episode highlights the need for airports to prioritise accessibility and adopt universal design principles to create environments that are accessible for all people. Oliver and David take you through the 5 considerations to design a fully accessible and inclusive airport, and discuss how improving the experience for passengers with disabilities also enhances the overall reputation of the airport and increases revenue opportunities. Read our blog on Adapting Passenger Experience Strategies. Download your copy of our Passenger Experience Strategy Checklist.
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| Ep 27: Flying into the Future: Reimagining Passenger Experience | 20 May 2024 | 00:32:26 | |
Join us on the CXD podcast as Oliver King and David Pinder discuss the future of passenger experience at airports. In this episode, we explore how major events like Covid-19 and innovations in technology have transformed the Aviation industry. Join us as we discuss the innovative technologies and solutions showcased at the Passenger Terminal Expo and how they are enhancing the future of a more human-centred, accessible and holistic approach to customer journey design. Download your copy of our Passenger Experience Strategy Checklist: https://resources.engineservicedesign.com/passenger-experience-strategy-checklist Products discussed: Vision Box https://www.vision-box.com/ Smart Depart App https://smartdepart.de/ ALIX™ https://www.idemia.com/digital-luggage-tag-solution Chapters 5:57: The Role of Regulation 8:31: The Future of Airports 12:01: Building Resilience 13:48: Passenger Terminal Expo 19:14: AI Optimisation and Biometrics 22:16: Personalised and Configurable Experiences 27:11: Designing a Holistic Customer Journey Contact us: https://resources.engineservicedesign.com/get-in-touch Website: https://engineservicedesign.com/ LinkedIn: https://www.linkedin.com/company/engine-service-design/ Instagram: https://www.instagram.com/engineservicedesign/ | |||
| Ep 26: Customer Journey Design: An Operating System for Customer Experience | 29 Apr 2024 | 00:06:36 | |
Dive into the world of Customer Journey Design with CXD, the podcast from Engine Service Design. In this episode, Oliver King reveals how centring customers in every initiative can transform both customer satisfaction and operational performance. Discover the methodologies and tools that drive this essential transformation, making it a crucial tool for any organisation aiming to enhance their customer experience. Join us to see how Customer Journey Design functions as an indispensable operational system. | |||
| Ep37: Designing Customer-Centric Railway Stations | 27 Nov 2024 | 00:36:22 | |
In episode 37 of the CXD Podcast, Oliver King is joined by Kim Quazi, Director of Architecture at Arup, as they explore the intersection of architecture and customer experience in the context of railway stations. They discuss the importance of human connection in civic spaces and how station design has evolved over time. Kim emphasizes the need for a customer-centric approach in architecture, the significance of social value in railway investments, and the dual perspectives of inside-out and outside-in design methodologies. In this conversation, they discuss metrics for measuring architectural success and the impact of well-designed buildings on organizational culture. Kim emphasizes the need for sustainable design that allows for adaptability and longevity, while also advocating for a customer-centric approach in architecture. Connect with Kim Quazi. Download your copy of our Customer Experience Checklist for Rail here. Chapters:
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| Ep36: Reimagining Customer Experience in Railways | 13 Nov 2024 | 00:32:39 | |
In episode 36 of the CXD Podcast, Oliver King is joined by Engine's Laurie Jones and Tom Hoare to explore the intricacies of designing customer experiences in the railway sector and envision a future where rail travel is seamless, personalized, and integrated with other modes of transport. In this conversation, Olly, Tom, and Laurie discuss the future of train travel, focusing on innovative design, the evolving role of staff, and the importance of customer experience. They explore how technology can enhance comfort and personalization while emphasizing the need for human interaction in the rail industry. The discussion also covers practical advice for improving customer experience and the significance of agility and collaboration in addressing challenges within the industry. Connect with Laurie Jones and Tom Hoare. Download your copy of our Customer Experience Checklist for Rail here. Chapters:
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| Ep38: Making Travel Accessible to Everyone | 17 Dec 2024 | 00:39:51 | |
In episode 38 of the CXD podcast, Oliver King is joined by Jerry Angrave, Director and Founder of Empathyce and Chair of the Accessibility Advisory Board at Virgin Atlantic. They delve into the importance of accessibility in Customer Experience design, particularly in the aviation sector. The conversation covers the evolution of accessibility awareness, the diverse needs of travellers, and the critical role of staff training and customer-centric approaches in enhancing accessibility. Jerry emphasizes the need for organizations to engage with customers and staff to identify barriers and improve the travel experience for everyone. They discuss the importance of understanding diverse personas, the dynamic nature of accessibility needs, and the role of empathy in enhancing passenger experiences. They explore how to measure accessibility effectively, the impact of technology, and the challenges faced by airport operations. The discussion also highlights best practices and inspirational examples from various organisations, emphasising the need for a holistic approach to accessibility that considers emotional responses and the importance of first-hand experiences. Connect with Jerry Angrave. Download your copy of our Passenger Experience Checklist here. Chapters:
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| Ep 40: AI, Work and the Human Experience | 26 Feb 2025 | 00:41:42 | |
In the 40th episode of the CXD podcast, Oliver King is joined by Stefan Moritz, Head of Innovation at Max Matthiessen where they explore the transformative impact of AI on the workplace, leadership and customer experiences. Is AI a game-changer or cause for concern? They explore how AI can enhance human collaboration and innovation, but also the risks of automation overshadowing human connection. Tune in as they discuss how organisations can strike the right balance between technology and human agency, and future-proof their strategies. Join the conversation and discover what it really means to work, and lead, in the age of AI. Connect with Stefan Mortiz and check out his website. Sign up to the Metaphor Club: Metaphors shape how we see the world and drive action—think “our iceberg is melting.” Stefan has started The Metaphor Club to collect and share powerful metaphors that help us navigate change and inspire better futures. Sign up here to be part of the group. Chapters:
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| Ep 39: AI-Driven CX Design for a New Generation | 05 Feb 2025 | 00:27:58 | |
In episode 39 of the CXD podcast, Oliver King is joined by Innovation and Human-Centred AI-expert, Karolin Ahlqvist to explore customer experience in the AI era. They discuss designing to tackle information overload and human-AI collaboration to create better solutions. Connect with Karolin Ahlqvist. Chapters:
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| Ep41: No More Queues, No More Excuses: The AI Revolution in CX | 19 Mar 2025 | 00:36:23 | |
Imagine a world where you never wait on hold again. Where AI handles the simple, and humans focus on the complex. That world isn’t coming—it’s already here. In episode 41 of the CXD Podcast, Oliver King is joined by Matt Baron, Founder & CEO of Avocado55 where they break down the real impact of agentic AI on customer service and how businesses must rethink their operating models. The future of CX is being rewritten—who will get it right? Connect with Matt Baron - https://www.linkedin.com/in/matt-baron-6994469/ Find out more about Avocado55 - https://avocado55.com/ Chapters
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| Ep43: Grace Under Pressure: Designing Passenger Experience Through Disruption | 14 May 2025 | 00:32:40 | |
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
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| Ep42: Reimagining Shopping, Space and Experiences in Transit | 29 Apr 2025 | 00:34:00 | |
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
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| Ep44: Prove it or Lose it: The CX Case for Investment | 28 May 2025 | 00:40:05 | |
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
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| Ep45: Why the hardest part of leadership has nothing to do with strategy | 11 Jun 2025 | 00:36:48 | |
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:
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| Ep46: What retail can learn from the five-star lobby | 09 Jul 2025 | 00:24:03 | |
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:
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| Ep48: Build It Like You Mean It: Turning Vision into Action in a Legacy Infrastructure World | 17 Sep 2025 | 00:29:37 | |
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:
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| Ep47: What retail can learn from the five-star lobby (pt.2) | 06 Aug 2025 | 00:37:54 | |
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:
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| Ep51: You're measuring the wrong thing: why trust beats satisfaction | 29 Apr 2026 | 00:30:14 | |
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 | |||
| Ep50: The emotional forces reshaping customer experience | 19 Feb 2026 | 00:28:46 | |
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:
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