Human Centered – Details, episodes & analysis

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.

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:

• How Brands can Navigate the Era of Quantum Commerce
• Tomorrow's Commerce is Here Today for Disruptor Brands
• As the Cookie Crumbles - There is New Value in Commerce for Both Marketers & Consumers
• The Consumer is the Product and Other Marketing Truths

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

We'd love to hear your feedback! Email the show: humancentered@vmlyr.com. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx

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
• Guest: Chief Experience Officer, VMLY&R EMEA - Karen Boswell

We'd love to hear your feedback! Email the show: humancentered@vmlyr.com. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx

Episode 21: Driving great CX through iteration

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
• Guest: Chief Experience Design Officer, VMLY&R - Kaleeta McDade

We'd love to hear your feedback! Email the show: humancentered@vmlyr.com. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx

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 

We'd love to hear your feedback! Email the show: humancentered@vmlyr.com. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx

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
• Guest: Chief Strategy Officer, VMLY&R - Ben Geheb
• Guest: Executive Director, Technology, VMLY&R - Martin Coady

We'd love to hear your feedback! Email the show: humancentered@vmlyr.com. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx

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

We'd love to hear your feedback! Email the show: humancentered@vmlyr.com. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx

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
• Guest: Chief Experience Officer, VMLY&R EMEA - Karen Boswell

We'd love to hear your feedback! Email the show: humancentered@vmlyr.com. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx

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
• Guest: Chief Experience Officer, VMLY&R EMEA - Karen Boswell
• Guest: Global Managing Director, The Talent Business - Andy Wardlaw

We'd love to hear your feedback! Email the show: humancentered@vmlyr.com. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx