Human Centered

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 CommerceTomorrow's Commerce is Here Today for Disruptor BrandsAs the Cookie Crumbles - There is New Value in Commerce for Both Marketers & ConsumersThe Consumer is the Product and Other Marketing Truths

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 BrunkerCo-Host: CXO EMEA, VML - Karen BoswellGuest: Director, Digital and Creative Operations adam&eveDDB - Marci Le GaufeyGuest: Certified Business Psychologist, Liminal Store - Ed BeardGuest: Global Managing Director, Tech & Innovation at The Talent Business - Andy WardlawWe'd love to hear your feedback! Email the show: humancentered@vml.com. To learn more about the CX practice at VML, visit vml.com

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 BrunkerGuest: Chief Experience Officer, VML EMEA - Karen BoswellWe'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

Episode 29: Beyond Keywords - Unlocking Employee Potential: A Human-Centered Approach to Learning and GrowthOn 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 BrunkerGuests: Executive Director of Learning, Growth and Experiences - Loren BlandonWe'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 28: Beyond Keywords: The Future of Search and AI in the Experience EraOn 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 BrunkerGuests: Chief Discoverability Officer - Heather PhysiocWe'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 27: Navigating Customer Experience Insights from the 2023 Forrester CX SummitOn 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 BrunkerGuests: Global Executive Director Growth & Innovation, VMLY&R Chief Strategy Officer - Ben GehebExecutive Director, Technology, VMLY&R - Martin CoadyWe'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 26: Innovating at the Intersection of CX & Commerce in RetailOn 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 BrunkerGuest: Global Executive Director Growth & Innovation, VMLY&R Commerce  - Charlie WadeWe'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 25: Why Experience Brands Are Rethinking LoyaltyOn 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 BrunkerGuest: Managing Director, Experience Strategy, VMLY&R - Adam TroyakWe'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 24: Humanized Commerce – Driving Brand Purpose in a Digital WorldOn 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 BrunkerGuest: Head of Global Commerce - Jay PicconattoWe'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 23: Breaking down CES 2023 - How AI is impacting the future of CXOn 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 BrunkerGuest: Chief Innovation Officer, VMLY&R - Brian YamadaWe'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 2023On 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 BrunkerGuest: Chief Experience Officer, VMLY&R EMEA - Karen BoswellWe'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 iterationOn 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 BrunkerGuest: Chief Experience Design Officer, VMLY&R - Kaleeta McDadeWe'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 BrandOn 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 BrunkerGuest: 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 declinesOn 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 BrunkerGuest: Chief Strategy Officer, VMLY&R - Ben GehebGuest: Executive Director, Technology, VMLY&R - Martin CoadyWe'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 CXOn 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 BrunkerGuest: Executive Director, B2B, VMLY&R - Justin SmithWe'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 - RecapOn 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 BrunkerGuest: Chief Experience Officer, VMLY&R EMEA - Karen BoswellWe'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 4On 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 BrunkerGuest: Chief Experience Officer, VMLY&R EMEA - Karen BoswellGuest: Global Managing Director, The Talent Business - Andy WardlawWe'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 15: Human Centered - On Location at SXSW 2022 - Day 3On 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 BrunkerGuest: Chief Experience Officer, VMLY&R EMEA - Karen BoswellGuest: Global Director of Innovation at MAGNOPUS - Sol RogersWe'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 14: Human Centered - On Location at SXSW 2022 - Day 2On 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 BrunkerGuest: Chief Experience Officer, VMLY&R EMEA - Karen BoswellGuest: Digital Twin Lead, The Mill - Will O'DonnellWe'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