Human Centered: Recent Episodes
VMLY&R
Passionately inventive and relentlessly curious, VMLY&R strives to uncover the connection in all we do. On Human Centered, we explore how brands – both large and small – are creating meaningful customer experiences, and discuss how professionals like you can tap into industry best practices to create value and gain traction in transforming your business.
Episode 27: Navigating Customer Experience Insights from the 2023 Forrester CX Summit
On 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 Brunker
- Guests:
- Global Executive Director Growth & Innovation, VMLY&R Chief Strategy Officer - Ben Geheb
- 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 26: Innovating at the Intersection of CX & Commerce in Retail
On 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 Brunker
- Guest: Global Executive Director Growth & Innovation, VMLY&R Commerce - Charlie Wade
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
Episode 15: Human Centered - On Location at SXSW 2022 - Day 3
On 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 2
On 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 1
On 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 human
On 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 CX
On 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 Value
On 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 Work
On 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 Transformation
On 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 Kids
On 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 Design
On 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
Episode 5: Building a Framework for Inclusive Design & Experiences
On this episode of Human Centered, host Nick Brunker is joined by VMLY&R's Chief Integration Officer Myron King to dive deeper into how leaders can architect a framework for inclusive transformation and what are the building blocked needed to do it right. Plus, they chat about how leveraging advancing technology, such as artificial intelligence, augmented reality and virtual reality can help accelerate sea change within your organization.
- Host: Director, Experience Strategy, VMLY&R - Nick Brunker
- Guests: Chief Integration Officer, VMLY&R - Myron King
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 4: Transformative CX Through Diversity & Inclusion
On this episode of Human Centered, host Nick Brunker is joined by VMLY&R Executive Director, Experience Design Walter Geer, Associate Director, Experience Strategy Sarah Hodge, and Chief Integration Officer Myron King to discuss the importance of diversity and inclusion when chasing after truly transformative CX. The panel shares why it's critical for professionals across all levels of business to have shared accountability as they build teams and craft experiences. Plus, they explore how C-suite leaders can architect a framework to foster empathy and create the conditions within an organization that enable inclusive design to take hold.
- Host: Director, Experience Strategy, VMLY&R - Nick Brunker
- Guests:
- Executive Director, Experience Design, VMLY&R - Walter Geer
- Associate Director, Experience Strategy, VMLY&R - Sarah Hodge
- Chief Integration Officer, VMLY&R - Myron King
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 3: Mapping For the Future With Empathy
On this episode of Human Centered, host Nick Brunker visits with WPP Client Leader for Boots Lead & European CXO for VMLY&R, Karen Boswell, about journey mapping for the future and the importance of practicing true human empathy. Plus, they talk about how CX leaders should approach the delicate balance between technology and privacy when building meaningful customer experiences. And they chat about how practitioners can approach journey mapping for the future in a rapidly changing environment post-pandemic.
- Host: Director, Experience Strategy, VMLY&R - Nick Brunker
- Guest: WPP Client Leader for Boots Lead & European CXO for VMLY&R - 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 2: Unmasking Commerce in The Experience Era
On this episode of Human Centered, host Nick Brunker visits with Executive Vice President of VMLY&R Commerce, Jacquelyn Baker about the evolution of retail, how COVID-19 is impacting a busy, but very different holiday shopping season. Plus, she offers tips on how marketers can adapt their approach to winning the digital shelf amidst rapidly changing customer expectations.
- Host: Director, Experience Strategy, VMLY&R - Nick Brunker
- Guests: Executive Vice President of VMLY&R Commerce, Jacquelyn Baker
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 1: The Evolution of CX & Importance of Human Centered Design
On the inaugural episode of VMLY&R’s Human Centered Design podcast, host Nick Brunker visits with VMLY&R Global CEO Jon Cook and Global Chief Experience Officer Jeff Geheb. The group chats about the evolution of CX, navigating change during the COVID-19 pandemic, and the importance of building a human-centered culture to drive success.
- Host: Nick Brunker
- Guests: Jon Cook, Jeff Geheb
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