Human Centered On Location at SXSW 2022 - Day 1

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 Brunker
• Co-Host: CXO EMEA, VML - Karen Boswell
• Guest: Director, Digital and Creative Operations adam&eveDDB - Marci Le Gaufey
• Guest: Certified Business Psychologist, Liminal Store - Ed Beard
• Guest: Global Managing Director, Tech & Innovation at The Talent Business - Andy Wardlaw

We'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 Brunker
• Guest: Chief Experience Officer, VML EMEA - Karen Boswell

We'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 Growth

On 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 Brunker
• Guests: Executive Director of Learning, Growth and Experiences - Loren Blandon

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 28: Beyond Keywords: The Future of Search and AI in the Experience Era

On 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 Brunker
• Guests: Chief Discoverability Officer - Heather Physioc

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 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 25: Why Experience Brands Are Rethinking Loyalty

On 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 World

On 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 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