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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 Brunker Guest: Managing Director, Experience Strategy, VMLY&R - Adam Troyak 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 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 Brunker Guest: Head of Global Commerce - Jay Picconatto 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 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 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 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 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 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 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 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 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 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 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 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 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 - 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 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 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 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

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 Brunker Guest: Chief Experience Officer, VMLY&R EMEA - Karen Boswell Guest: Global Director of Innovation at MAGNOPUS - Sol Rogers 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 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 Brunker Guest: Chief Experience Officer, VMLY&R EMEA - Karen Boswell Guest: Digital Twin Lead, The Mill - Will O'Donnell 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 13: Human Centered - On Location at SXSW 2022 - Day 1On 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 Guest: Chief Experience Officer, VMLY&R EMEA - Karen Boswell Guest: Chief Client Officer, The Pharm - Amanda Farmer 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 12: CES 2022 - How (and why) the world's largest technology expo is getting more humanOn 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 Guest: Chief Strategy Officer, VMLY&R Commerce - Curt Munk VMLY&R has also curated a list of five major themes and additional analysis of each. For more, check that out here. 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 11: The Importance (and Challenge) of Delivering Ethical CXOn 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 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 10: Driving CX through EX - How Company Culture Can Deliver True Business ValueOn 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 Guests:  VMLY&R Chief of Staff, John Mulvihill VMLY&R Senior Manager VMLY&R Foundation, Lauren Ziegler VMLY&R Technology Associate, Shanice Gipson To explore more about the VMLY&R Foundation and Foundation Day, click here. 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 9: Designing the Future of WorkOn 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 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 Click here to view Roy's AdAge article referenced during this episode

Episode 8: Crafting a Strong Business Case for CX TransformationOn 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 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 7: Guiding Principles to Build Great CX for KidsOn 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 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 6: Building Winning Experiences Through Bio-Centric DesignOn 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. 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