Human Centered Transistor (https://transistor.fm) https://feeds.transistor.fm/human-centered At VML, it is our unique ability to integrate our BX, CX and Commerce practices - creating connected brands to drive growth - ultimately combining real customer benefits with a deep brand bond, consistently pushing to exceed customer expectations and deliver unique and generous experiences. 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. © 2020-25 VML efeaf648-f125-5311-892f-1765af759cbd yes Nick Brunker en Mon, 30 Mar 2026 07:00:08 -0400 Mon, 30 Mar 2026 07:01:43 -0400 https://www.vml.com/expertise/cx https://img.transistorcdn.com/XmT5fGCToxPWHBZx29vawiShBNcnb8oU6uCWO2CCVk0/rs:fill:0:0:1/w:1400/h:1400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9zaG93/LzE2MTI4LzE3MDQ0/ODgzMjAtYXJ0d29y/ay5qcGc.jpg Human Centered https://www.vml.com/expertise/cx episodic VML At VML, it is our unique ability to integrate our BX, CX and Commerce practices - creating connected brands to drive growth - ultimately combining real customer benefits with a deep brand bond, consistently pushing to exceed customer expectations and deliver unique and generous experiences. 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. At VML, it is our unique ability to integrate our BX, CX and Commerce practices - creating connected brands to drive growth - ultimately combining real customer benefits with a deep brand bond, consistently pushing to exceed customer expectations and deliver unique and generous experiences. CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR VML No No The Content Consistency Paradox: Is Hyper-Personalization Fracturing Your Brand? | Chase Howell, Group Director Content Strategy at VML 45 45 The Content Consistency Paradox: Is Hyper-Personalization Fracturing Your Brand? | Chase Howell, Group Director Content Strategy at VML full 785dc229-2271-4c79-a998-2575eda6b0ff https://share.transistor.fm/s/83026b05 Episode Summary: For years, the "segment of one" has been the holy grail of digital marketing. Thanks to AI and programmatic media, brands finally have the technical capability to deliver hyper-personalized content to thousands of micro-audiences at scale. But this incredible power comes with a dark side that few marketers are talking about: the erosion of shared brand identity. When an algorithm serves 10,000 different versions of a brand to 10,000 different people, does that brand still stand for anything collectively?

In Episode 45 of Human-Centered, host Nick Brunker sits down with Chase Howell, Group Director of Content Strategy at VML, to unpack the "Content Consistency Paradox." Chase argues that our obsession with one-to-one marketing is quietly fracturing the cultural, communal moments that build true brand legacy. Iconic campaigns like Coca-Cola's holiday ads or Nike's "Just Do It" work specifically because they represent a shared truth that we all recognize together.

To solve this paradox, Chase explains why the traditional model of brand governance—relying on static brand books and manual approval of individual assets—is completely dead in the age of generative AI. Instead, brands must shift their governance upstream. Marketing teams can no longer police the output; they must learn how to govern the systems, rules, and AI prompts that generate the content.

Chase breaks down his actionable three-layer framework for scaling personalization without losing your brand's soul:

  1. The Core: The non-negotiable essence of the brand that AI is never allowed to touch (like flagship campaigns and cultural tentpoles).
  2. The Adaptive: Content scaled by AI, but tightly governed by human logic and strict channel rules.
  3. The Dynamic: Real-time, automated personalization operating inside a highly controlled sandbox.

The two also discuss the nuances of "deep consistency" versus surface-level consistency, how to translate fuzzy brand adjectives into rigid AI instructions, and the crucial moments when brands should actually say no to personalization to avoid crossing the line into creepy territory. If you are struggling to balance the demand for high-volume content with the need for brand integrity, this episode is a masterclass in modern content strategy.

Timestamped Chapters

  • [00:00] Intro
  • [02:06] Meet Chase Howell: From sports journalism to Group Director of Content Strategy.
  • [03:22] The Content Consistency Paradox: How AI is breaking shared brand experiences.
  • [05:43] The cultural power of the "Campfire Moment" (Coke, Nike, Ford).
  • [08:00] Why traditional brand books and manual creative approvals are dead.
  • [11:00] Surface-level consistency (fonts/colors) vs. deep brand intent.
  • [13:00] The Spotify Wrapped example: Hyper-personalization wrapped in a communal event.
  • [14:28] Translating soft brand adjectives into actionable AI constraints.
  • [16:15] The 3-Layer Content Framework: The Core, The Adaptive, and The Dynamic.
  • [18:50] When to say NO to personalization and the danger of false urgency.
  • [20:40] Applying the 3-Layer framework to modern web strategy and UX.
  • [23:15] Who owns brand integrity in an automated world?
  • [24:25] Rapid Fire: The verdict on automated balls and strikes in baseball.

Links Mentioned in the Episode

Guest Bio: Chase Howell is the Group Director of Content Strategy at VML, leading content strategy for premier clients across the US digital ecosystem. His career is defined by a slow march from "words to systems," beginning as a sports journalist for ESPN and the Cincinnati Enquirer before shifting to data, analytics, and brand marketing. Today, Chase sits at the collision point of brand identity, technology, and personalized customer experiences.

 If you enjoyed this episode, please subscribe to Human-Centered on your favorite podcast platform and leave us a review! Your feedback helps us bring more incredible insights from the top minds in experience strategy.

]]> Episode Summary: For years, the "segment of one" has been the holy grail of digital marketing. Thanks to AI and programmatic media, brands finally have the technical capability to deliver hyper-personalized content to thousands of micro-audiences at scale. But this incredible power comes with a dark side that few marketers are talking about: the erosion of shared brand identity. When an algorithm serves 10,000 different versions of a brand to 10,000 different people, does that brand still stand for anything collectively?

In Episode 45 of Human-Centered, host Nick Brunker sits down with Chase Howell, Group Director of Content Strategy at VML, to unpack the "Content Consistency Paradox." Chase argues that our obsession with one-to-one marketing is quietly fracturing the cultural, communal moments that build true brand legacy. Iconic campaigns like Coca-Cola's holiday ads or Nike's "Just Do It" work specifically because they represent a shared truth that we all recognize together.

To solve this paradox, Chase explains why the traditional model of brand governance—relying on static brand books and manual approval of individual assets—is completely dead in the age of generative AI. Instead, brands must shift their governance upstream. Marketing teams can no longer police the output; they must learn how to govern the systems, rules, and AI prompts that generate the content.

Chase breaks down his actionable three-layer framework for scaling personalization without losing your brand's soul:

  1. The Core: The non-negotiable essence of the brand that AI is never allowed to touch (like flagship campaigns and cultural tentpoles).
  2. The Adaptive: Content scaled by AI, but tightly governed by human logic and strict channel rules.
  3. The Dynamic: Real-time, automated personalization operating inside a highly controlled sandbox.

The two also discuss the nuances of "deep consistency" versus surface-level consistency, how to translate fuzzy brand adjectives into rigid AI instructions, and the crucial moments when brands should actually say no to personalization to avoid crossing the line into creepy territory. If you are struggling to balance the demand for high-volume content with the need for brand integrity, this episode is a masterclass in modern content strategy.

Timestamped Chapters

  • [00:00] Intro
  • [02:06] Meet Chase Howell: From sports journalism to Group Director of Content Strategy.
  • [03:22] The Content Consistency Paradox: How AI is breaking shared brand experiences.
  • [05:43] The cultural power of the "Campfire Moment" (Coke, Nike, Ford).
  • [08:00] Why traditional brand books and manual creative approvals are dead.
  • [11:00] Surface-level consistency (fonts/colors) vs. deep brand intent.
  • [13:00] The Spotify Wrapped example: Hyper-personalization wrapped in a communal event.
  • [14:28] Translating soft brand adjectives into actionable AI constraints.
  • [16:15] The 3-Layer Content Framework: The Core, The Adaptive, and The Dynamic.
  • [18:50] When to say NO to personalization and the danger of false urgency.
  • [20:40] Applying the 3-Layer framework to modern web strategy and UX.
  • [23:15] Who owns brand integrity in an automated world?
  • [24:25] Rapid Fire: The verdict on automated balls and strikes in baseball.

Links Mentioned in the Episode

Guest Bio: Chase Howell is the Group Director of Content Strategy at VML, leading content strategy for premier clients across the US digital ecosystem. His career is defined by a slow march from "words to systems," beginning as a sports journalist for ESPN and the Cincinnati Enquirer before shifting to data, analytics, and brand marketing. Today, Chase sits at the collision point of brand identity, technology, and personalized customer experiences.

 If you enjoyed this episode, please subscribe to Human-Centered on your favorite podcast platform and leave us a review! Your feedback helps us bring more incredible insights from the top minds in experience strategy.

]]> Mon, 30 Mar 2026 07:00:00 -0400 VML VML 2023 Episode Summary: For years, the "segment of one" has been the holy grail of digital marketing. Thanks to AI and programmatic media, brands finally have the technical capability to deliver hyper-personalized content to thousands of micro-audiences at scale. But this incredible power comes with a dark side that few marketers are talking about: the erosion of shared brand identity. When an algorithm serves 10,000 different versions of a brand to 10,000 different people, does that brand still stand for anything collectively?

In Episode 45 of Human-Centered, host Nick Brunker sits down with Chase Howell, Group Director of Content Strategy at VML, to unpack the "Content Consistency Paradox." Chase argues that our obsession with one-to-one marketing is quietly fracturing the cultural, communal moments that build true brand legacy. Iconic campaigns like Coca-Cola's holiday ads or Nike's "Just Do It" work specifically because they represent a shared truth that we all recognize together.

To solve this paradox, Chase explains why the traditional model of brand governance—relying on static brand books and manual approval of individual assets—is completely dead in the age of generative AI. Instead, brands must shift their governance upstream. Marketing teams can no longer police the output; they must learn how to govern the systems, rules, and AI prompts that generate the content.

Chase breaks down his actionable three-layer framework for scaling personalization without losing your brand's soul:

  1. The Core: The non-negotiable essence of the brand that AI is never allowed to touch (like flagship campaigns and cultural tentpoles).
  2. The Adaptive: Content scaled by AI, but tightly governed by human logic and strict channel rules.
  3. The Dynamic: Real-time, automated personalization operating inside a highly controlled sandbox.

The two also discuss the nuances of "deep consistency" versus surface-level consistency, how to translate fuzzy brand adjectives into rigid AI instructions, and the crucial moments when brands should actually say no to personalization to avoid crossing the line into creepy territory. If you are struggling to balance the demand for high-volume content with the need for brand integrity, this episode is a masterclass in modern content strategy.

Timestamped Chapters

  • [00:00] Intro
  • [02:06] Meet Chase Howell: From sports journalism to Group Director of Content Strategy.
  • [03:22] The Content Consistency Paradox: How AI is breaking shared brand experiences.
  • [05:43] The cultural power of the "Campfire Moment" (Coke, Nike, Ford).
  • [08:00] Why traditional brand books and manual creative approvals are dead.
  • [11:00] Surface-level consistency (fonts/colors) vs. deep brand intent.
  • [13:00] The Spotify Wrapped example: Hyper-personalization wrapped in a communal event.
  • [14:28] Translating soft brand adjectives into actionable AI constraints.
  • [16:15] The 3-Layer Content Framework: The Core, The Adaptive, and The Dynamic.
  • [18:50] When to say NO to personalization and the danger of false urgency.
  • [20:40] Applying the 3-Layer framework to modern web strategy and UX.
  • [23:15] Who owns brand integrity in an automated world?
  • [24:25] Rapid Fire: The verdict on automated balls and strikes in baseball.

Links Mentioned in the Episode

Guest Bio: Chase Howell is the Group Director of Content Strategy at VML, leading content strategy for premier clients across the US digital ecosystem. His career is defined by a slow march from "words to systems," beginning as a sports journalist for ESPN and the Cincinnati Enquirer before shifting to data, analytics, and brand marketing. Today, Chase sits at the collision point of brand identity, technology, and personalized customer experiences.

 If you enjoyed this episode, please subscribe to Human-Centered on your favorite podcast platform and leave us a review! Your feedback helps us bring more incredible insights from the top minds in experience strategy.

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Chase Howell CES 2026: Designing for Humanity in the Age of Agents 44 44 CES 2026: Designing for Humanity in the Age of Agents full 19a9b196-838a-41f9-8706-4769d3c83757 https://share.transistor.fm/s/2c002aef On this episode of Human Centered, host Nick Brunker welcomes back VML Chief Innovation Officer Brian Yamada for their annual post-CES download. This year, the conversation moves past the initial hype of AI to explore its practical evolution into "Agentic AI" -- technology that doesn't just generate content, but executes tasks and negotiates purchases on your behalf. 

Nick and Brian discuss the shift toward ambient computing (where tech disappears into the background), the transition from companion robots to functional "butler" bots, and the exploding trend of longevity health tech. They also dive into the complex future of commerce, debating how brands must adapt when they are no longer marketing to humans, but to the machines representing them.


Explore VML's top takeaways from CES 2026 here.

You can follow Nick Brunker on LinkedIn and X.

]]> On this episode of Human Centered, host Nick Brunker welcomes back VML Chief Innovation Officer Brian Yamada for their annual post-CES download. This year, the conversation moves past the initial hype of AI to explore its practical evolution into "Agentic AI" -- technology that doesn't just generate content, but executes tasks and negotiates purchases on your behalf. 

Nick and Brian discuss the shift toward ambient computing (where tech disappears into the background), the transition from companion robots to functional "butler" bots, and the exploding trend of longevity health tech. They also dive into the complex future of commerce, debating how brands must adapt when they are no longer marketing to humans, but to the machines representing them.


Explore VML's top takeaways from CES 2026 here.

You can follow Nick Brunker on LinkedIn and X.

]]> Mon, 02 Feb 2026 08:00:00 -0500 VML VML 2945 On this episode of Human Centered, host Nick Brunker welcomes back VML Chief Innovation Officer Brian Yamada for their annual post-CES download. This year, the conversation moves past the initial hype of AI to explore its practical evolution into "Agentic AI" -- technology that doesn't just generate content, but executes tasks and negotiates purchases on your behalf. 

Nick and Brian discuss the shift toward ambient computing (where tech disappears into the background), the transition from companion robots to functional "butler" bots, and the exploding trend of longevity health tech. They also dive into the complex future of commerce, debating how brands must adapt when they are no longer marketing to humans, but to the machines representing them.


Explore VML's top takeaways from CES 2026 here.

You can follow Nick Brunker on LinkedIn and X.

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Brian Yamada The One-Customer Mindset: Unifying Your App, Web, and In-Store Experience 43 43 The One-Customer Mindset: Unifying Your App, Web, and In-Store Experience full 64bb548b-749d-419d-99f9-688055405766 https://share.transistor.fm/s/c18b5553 In an era of high customer expectations, a great app or website is no longer enough. Success demands a seamless, consistent experience across every single touchpoint. But why do so many organizations still struggle with disconnected channels, treating their mobile, web, and in-store experiences as separate entities?

On this episode, host Nick Brunker is joined by Erik Haines, Managing Director of Technology, Mobile Apps, and Product Management at VML, to discuss why businesses can no longer afford to operate in silos. Erik breaks down the critical need for a unified product strategy, explaining how to shift from a channel-first to a customer-first mindset.

In this episode, you'll learn:

  • The three main reasons organizations fail to connect their customer experiences: organizational structure, legacy tech, and misaligned incentives.
  • How to use mobile as the "remote control" for the entire customer relationship.
  • Practical steps for mapping the customer journey and using data holistically to create personalized, real-time interactions.
  • The crucial role of leadership in breaking down internal barriers and fostering a culture of cross-functional collaboration.


Read more from Erik on the subject with our friends at BottleRocket, here.

]]> In an era of high customer expectations, a great app or website is no longer enough. Success demands a seamless, consistent experience across every single touchpoint. But why do so many organizations still struggle with disconnected channels, treating their mobile, web, and in-store experiences as separate entities?

On this episode, host Nick Brunker is joined by Erik Haines, Managing Director of Technology, Mobile Apps, and Product Management at VML, to discuss why businesses can no longer afford to operate in silos. Erik breaks down the critical need for a unified product strategy, explaining how to shift from a channel-first to a customer-first mindset.

In this episode, you'll learn:

  • The three main reasons organizations fail to connect their customer experiences: organizational structure, legacy tech, and misaligned incentives.
  • How to use mobile as the "remote control" for the entire customer relationship.
  • Practical steps for mapping the customer journey and using data holistically to create personalized, real-time interactions.
  • The crucial role of leadership in breaking down internal barriers and fostering a culture of cross-functional collaboration.


Read more from Erik on the subject with our friends at BottleRocket, here.

]]> Mon, 03 Nov 2025 07:45:00 -0500 VML VML 2347 In an era of high customer expectations, a great app or website is no longer enough. Success demands a seamless, consistent experience across every single touchpoint. But why do so many organizations still struggle with disconnected channels, treating their mobile, web, and in-store experiences as separate entities?

On this episode, host Nick Brunker is joined by Erik Haines, Managing Director of Technology, Mobile Apps, and Product Management at VML, to discuss why businesses can no longer afford to operate in silos. Erik breaks down the critical need for a unified product strategy, explaining how to shift from a channel-first to a customer-first mindset.

In this episode, you'll learn:

  • The three main reasons organizations fail to connect their customer experiences: organizational structure, legacy tech, and misaligned incentives.
  • How to use mobile as the "remote control" for the entire customer relationship.
  • Practical steps for mapping the customer journey and using data holistically to create personalized, real-time interactions.
  • The crucial role of leadership in breaking down internal barriers and fostering a culture of cross-functional collaboration.


Read more from Erik on the subject with our friends at BottleRocket, here.

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Erik Haines Art, Algorithm, and the Aisle: Redefining Creative Effectiveness 42 42 Art, Algorithm, and the Aisle: Redefining Creative Effectiveness full 64b4b642-643b-426f-9d13-2ae56068ef42 https://share.transistor.fm/s/675f519b How is creative effectiveness being redefined in a world powered by first-party data and retail media? On this episode, Nick Brunker is joined by Mari Sokolowski, Performance Marketing Personalization Lead at Haleon, to explore the evolution of creative from a static asset to a living, dynamic system. They discuss how brands are adapting to retailers becoming powerful media companies, the mindset marketers need to bridge the gap between art and the algorithm, and the importance of balancing short-term performance with long-term brand love to create experiences that feel like a service, not a sell.

]]> How is creative effectiveness being redefined in a world powered by first-party data and retail media? On this episode, Nick Brunker is joined by Mari Sokolowski, Performance Marketing Personalization Lead at Haleon, to explore the evolution of creative from a static asset to a living, dynamic system. They discuss how brands are adapting to retailers becoming powerful media companies, the mindset marketers need to bridge the gap between art and the algorithm, and the importance of balancing short-term performance with long-term brand love to create experiences that feel like a service, not a sell.

]]> Thu, 18 Sep 2025 07:00:00 -0400 VML VML 2188 How is creative effectiveness being redefined in a world powered by first-party data and retail media? On this episode, Nick Brunker is joined by Mari Sokolowski, Performance Marketing Personalization Lead at Haleon, to explore the evolution of creative from a static asset to a living, dynamic system. They discuss how brands are adapting to retailers becoming powerful media companies, the mindset marketers need to bridge the gap between art and the algorithm, and the importance of balancing short-term performance with long-term brand love to create experiences that feel like a service, not a sell.

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Mari Sokolowski Beyond the Blue Links: The New Playbook for AI-Powered Search 41 41 Beyond the Blue Links: The New Playbook for AI-Powered Search full 3a3312a5-3e72-450d-8298-b77487389dc3 https://share.transistor.fm/s/e8e07ae0 The game has changed. For over a decade, marketers mastered the art of climbing Google's rankings. But with the rise of AI Overviews and conversational search, the classic "10 blue links" are fading. We're in a new era where answers are synthesized and clicks are no longer the primary goal.

How can brands survive ...and thrive... in this new landscape? Host Nick Brunker welcomes back VML's Chief Discoverability Officer, Heather Physioc, who is on the front lines guiding global brands through this evolution.

In this episode, you'll learn:

  • The End of an Era: What Google's AI Overviews and AI Mode mean for the future of search.
  • The "Zero-Click" Threat: Why website traffic is declining and how to adapt your measurement strategy when clicks and rankings are no longer the key metrics.
  • Becoming the Source: Practical steps to build authority and create content that AI engines will trust and cite.
  • The Marketer's Playbook: A three-part plan for what to do immediately, what to test in the near term, and the strategic pivots to plan for long-term success in the age of AI.
]]> The game has changed. For over a decade, marketers mastered the art of climbing Google's rankings. But with the rise of AI Overviews and conversational search, the classic "10 blue links" are fading. We're in a new era where answers are synthesized and clicks are no longer the primary goal.

How can brands survive ...and thrive... in this new landscape? Host Nick Brunker welcomes back VML's Chief Discoverability Officer, Heather Physioc, who is on the front lines guiding global brands through this evolution.

In this episode, you'll learn:

  • The End of an Era: What Google's AI Overviews and AI Mode mean for the future of search.
  • The "Zero-Click" Threat: Why website traffic is declining and how to adapt your measurement strategy when clicks and rankings are no longer the key metrics.
  • Becoming the Source: Practical steps to build authority and create content that AI engines will trust and cite.
  • The Marketer's Playbook: A three-part plan for what to do immediately, what to test in the near term, and the strategic pivots to plan for long-term success in the age of AI.
]]> Mon, 18 Aug 2025 07:00:00 -0400 VML VML 2542 The game has changed. For over a decade, marketers mastered the art of climbing Google's rankings. But with the rise of AI Overviews and conversational search, the classic "10 blue links" are fading. We're in a new era where answers are synthesized and clicks are no longer the primary goal.

How can brands survive ...and thrive... in this new landscape? Host Nick Brunker welcomes back VML's Chief Discoverability Officer, Heather Physioc, who is on the front lines guiding global brands through this evolution.

In this episode, you'll learn:

  • The End of an Era: What Google's AI Overviews and AI Mode mean for the future of search.
  • The "Zero-Click" Threat: Why website traffic is declining and how to adapt your measurement strategy when clicks and rankings are no longer the key metrics.
  • Becoming the Source: Practical steps to build authority and create content that AI engines will trust and cite.
  • The Marketer's Playbook: A three-part plan for what to do immediately, what to test in the near term, and the strategic pivots to plan for long-term success in the age of AI.
]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Heather Physioc When the Product is Trust: Marketing Human Vulnerability in Healthcare 40 40 When the Product is Trust: Marketing Human Vulnerability in Healthcare full 9fd05a61-318a-40df-b143-3c54b61c3859 https://share.transistor.fm/s/02d241cf On this episode of Human Centered, host Nick Brunker sits down with Jenny Collopy, Vice President and Chief Marketing and Communications Officer for The Christ Hospital Network, to explore the unique and complex role of the healthcare CMO. They discuss how to build a brand when the customer's journey is one of the most personal they will ever undertake, and how marketing a product that is fundamentally about trust, care, and human vulnerability differs from other industries. Jenny shares insights from her career path, the importance of mission-driven storytelling, the challenges of navigating patient privacy in a data-driven world, and how her team works to bridge the digital front door with the in-person clinical experience to build community trust.


Connect with Jenny on LinkedIn and learn more about the great work she's doing with The Christ Hospital Network

]]> On this episode of Human Centered, host Nick Brunker sits down with Jenny Collopy, Vice President and Chief Marketing and Communications Officer for The Christ Hospital Network, to explore the unique and complex role of the healthcare CMO. They discuss how to build a brand when the customer's journey is one of the most personal they will ever undertake, and how marketing a product that is fundamentally about trust, care, and human vulnerability differs from other industries. Jenny shares insights from her career path, the importance of mission-driven storytelling, the challenges of navigating patient privacy in a data-driven world, and how her team works to bridge the digital front door with the in-person clinical experience to build community trust.


Connect with Jenny on LinkedIn and learn more about the great work she's doing with The Christ Hospital Network

]]> Thu, 17 Jul 2025 14:58:32 -0400 VML VML 2727 On this episode of Human Centered, host Nick Brunker sits down with Jenny Collopy, Vice President and Chief Marketing and Communications Officer for The Christ Hospital Network, to explore the unique and complex role of the healthcare CMO. They discuss how to build a brand when the customer's journey is one of the most personal they will ever undertake, and how marketing a product that is fundamentally about trust, care, and human vulnerability differs from other industries. Jenny shares insights from her career path, the importance of mission-driven storytelling, the challenges of navigating patient privacy in a data-driven world, and how her team works to bridge the digital front door with the in-person clinical experience to build community trust.


Connect with Jenny on LinkedIn and learn more about the great work she's doing with The Christ Hospital Network

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Jenny Collopy The Predictive CX Era: Nick Yecke on AI, Ethics, and Anticipating Customer Needs 39 39 The Predictive CX Era: Nick Yecke on AI, Ethics, and Anticipating Customer Needs full bb4f049f-f952-43e7-81f8-e1808a55cce4 https://share.transistor.fm/s/1070e4dd On this episode of Human Centered, host Nick Brunker welcomes Nick Yecke, Executive Director of Experience Strategy at VML, to explore the fascinating evolution of customer experience (CX). Inspired by Yecke's recent article in eXp Magazine, they chart a course through CX's history, from the early "Service Era" and "Satisfaction Era" through the "Relationship Era" and the current "Experience Economy." The conversation then dives deep into what Yecke terms the "Predictive and Autonomous Era," where AI, data analytics, and automation are set to reshape how businesses anticipate and fulfill customer needs proactively. They discuss key pillars like hyper-personalization, AI-driven self-service, emotion and context recognition, "Invisible CX," and the critical importance of ethical considerations and trust in this new landscape. Tune in to understand how the lessons of the past are shaping a future where CX becomes more intuitive, efficient, and deeply human-centered.

You can read Nick Yecke's article, "Looking Back, Looking Forward," in eXp Magazine here, beginning on page 48.

]]> On this episode of Human Centered, host Nick Brunker welcomes Nick Yecke, Executive Director of Experience Strategy at VML, to explore the fascinating evolution of customer experience (CX). Inspired by Yecke's recent article in eXp Magazine, they chart a course through CX's history, from the early "Service Era" and "Satisfaction Era" through the "Relationship Era" and the current "Experience Economy." The conversation then dives deep into what Yecke terms the "Predictive and Autonomous Era," where AI, data analytics, and automation are set to reshape how businesses anticipate and fulfill customer needs proactively. They discuss key pillars like hyper-personalization, AI-driven self-service, emotion and context recognition, "Invisible CX," and the critical importance of ethical considerations and trust in this new landscape. Tune in to understand how the lessons of the past are shaping a future where CX becomes more intuitive, efficient, and deeply human-centered.

You can read Nick Yecke's article, "Looking Back, Looking Forward," in eXp Magazine here, beginning on page 48.

]]> Wed, 11 Jun 2025 07:00:00 -0400 VML VML 3259 On this episode of Human Centered, host Nick Brunker welcomes Nick Yecke, Executive Director of Experience Strategy at VML, to explore the fascinating evolution of customer experience (CX). Inspired by Yecke's recent article in eXp Magazine, they chart a course through CX's history, from the early "Service Era" and "Satisfaction Era" through the "Relationship Era" and the current "Experience Economy." The conversation then dives deep into what Yecke terms the "Predictive and Autonomous Era," where AI, data analytics, and automation are set to reshape how businesses anticipate and fulfill customer needs proactively. They discuss key pillars like hyper-personalization, AI-driven self-service, emotion and context recognition, "Invisible CX," and the critical importance of ethical considerations and trust in this new landscape. Tune in to understand how the lessons of the past are shaping a future where CX becomes more intuitive, efficient, and deeply human-centered.

You can read Nick Yecke's article, "Looking Back, Looking Forward," in eXp Magazine here, beginning on page 48.

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Nick Yecke Questions Are the Future: Redefining Creativity in an AI World 38 38 Questions Are the Future: Redefining Creativity in an AI World full 650a0154-7361-44f3-b25f-4130372137ee https://share.transistor.fm/s/161e8cbd On this episode of Human Centered, host Nick Brunker welcomes Jason Gaikowski, VML's Chief Transformation Officer, to explore how AI is transforming creativity in marketing. Jason describes our industry's "engagement addiction" as creating "junk food for the soul" and argues we're experiencing an "event horizon" - a profound shift comparable to the industrial revolution. They discuss how AI might democratize creativity beyond creative departments, why questions will become more valuable than answers in an AI world, and the imperative to ensure machines work for us rather than the reverse. This conversation challenges us to reimagine our relationship with technology and rediscover creativity's true purpose: improving people's lives rather than simply driving engagement metrics.

Also be sure to check out Jason's new podcast, The Opinion Party!

]]> On this episode of Human Centered, host Nick Brunker welcomes Jason Gaikowski, VML's Chief Transformation Officer, to explore how AI is transforming creativity in marketing. Jason describes our industry's "engagement addiction" as creating "junk food for the soul" and argues we're experiencing an "event horizon" - a profound shift comparable to the industrial revolution. They discuss how AI might democratize creativity beyond creative departments, why questions will become more valuable than answers in an AI world, and the imperative to ensure machines work for us rather than the reverse. This conversation challenges us to reimagine our relationship with technology and rediscover creativity's true purpose: improving people's lives rather than simply driving engagement metrics.

Also be sure to check out Jason's new podcast, The Opinion Party!

]]> Thu, 10 Apr 2025 07:00:00 -0400 VML VML 2397 On this episode of Human Centered, host Nick Brunker welcomes Jason Gaikowski, VML's Chief Transformation Officer, to explore how AI is transforming creativity in marketing. Jason describes our industry's "engagement addiction" as creating "junk food for the soul" and argues we're experiencing an "event horizon" - a profound shift comparable to the industrial revolution. They discuss how AI might democratize creativity beyond creative departments, why questions will become more valuable than answers in an AI world, and the imperative to ensure machines work for us rather than the reverse. This conversation challenges us to reimagine our relationship with technology and rediscover creativity's true purpose: improving people's lives rather than simply driving engagement metrics.

Also be sure to check out Jason's new podcast, The Opinion Party!

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Jason Gaikowski Reimagining Websites for the Age of AI and Hyper-Personalization 37 37 Reimagining Websites for the Age of AI and Hyper-Personalization full 5ce20bc4-247e-4e09-83e4-9635f1eed232 https://share.transistor.fm/s/6a234dcd On this episode of Human Centered, host Nick Brunker welcomes Dave Altis, Chief Experience Design Officer at VML, to explore the future of websites. As AI and Web3 technologies rapidly evolve, they discuss the limitations of current platforms and the impending shift towards agent-driven, hyper-personalized experiences. Dave shares insights on how brands can navigate this transition, from embracing AI-powered content delivery to designing for emotional connection in an increasingly automated world. They discuss the changing expectations of consumers and the role of storytelling in the age of AI. Get ready to rethink the future of websites and how they'll shape the way we interact with brands online.

]]> On this episode of Human Centered, host Nick Brunker welcomes Dave Altis, Chief Experience Design Officer at VML, to explore the future of websites. As AI and Web3 technologies rapidly evolve, they discuss the limitations of current platforms and the impending shift towards agent-driven, hyper-personalized experiences. Dave shares insights on how brands can navigate this transition, from embracing AI-powered content delivery to designing for emotional connection in an increasingly automated world. They discuss the changing expectations of consumers and the role of storytelling in the age of AI. Get ready to rethink the future of websites and how they'll shape the way we interact with brands online.

]]> Mon, 24 Feb 2025 21:00:18 -0500 VML VML 2680 On this episode of Human Centered, host Nick Brunker welcomes Dave Altis, Chief Experience Design Officer at VML, to explore the future of websites. As AI and Web3 technologies rapidly evolve, they discuss the limitations of current platforms and the impending shift towards agent-driven, hyper-personalized experiences. Dave shares insights on how brands can navigate this transition, from embracing AI-powered content delivery to designing for emotional connection in an increasingly automated world. They discuss the changing expectations of consumers and the role of storytelling in the age of AI. Get ready to rethink the future of websites and how they'll shape the way we interact with brands online.

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Dave Altis Smart Tech Gets Smarter: Innovation Insights from CES 2025 36 36 Smart Tech Gets Smarter: Innovation Insights from CES 2025 full ae470c47-435b-4075-a98a-f55f99a333db https://share.transistor.fm/s/e09805c6 On this episode of Human Centered, VML Chief Innovation Officer Brian Yamada joins host Nick Brunker fresh from CES 2025 to discuss the latest technological innovations shaping our future. From AI's evolution into the experience era to emotionally intelligent robots and breakthrough developments in health and accessibility, Brian unpacks how artificial intelligence is moving beyond content creation to fundamentally reshape how we interact with technology in our daily lives. 

The conversation explores how brands can leverage these emerging technologies, the rise of local AI models, and what these developments mean for marketers and brands looking to create more meaningful consumer connections. Brian also shares insights on how companies can stay ahead of rapid technological change while maintaining authentic human connections in an increasingly AI-driven world.

]]> On this episode of Human Centered, VML Chief Innovation Officer Brian Yamada joins host Nick Brunker fresh from CES 2025 to discuss the latest technological innovations shaping our future. From AI's evolution into the experience era to emotionally intelligent robots and breakthrough developments in health and accessibility, Brian unpacks how artificial intelligence is moving beyond content creation to fundamentally reshape how we interact with technology in our daily lives. 

The conversation explores how brands can leverage these emerging technologies, the rise of local AI models, and what these developments mean for marketers and brands looking to create more meaningful consumer connections. Brian also shares insights on how companies can stay ahead of rapid technological change while maintaining authentic human connections in an increasingly AI-driven world.

]]> Sat, 18 Jan 2025 14:33:46 -0500 VML VML 2156 On this episode of Human Centered, VML Chief Innovation Officer Brian Yamada joins host Nick Brunker fresh from CES 2025 to discuss the latest technological innovations shaping our future. From AI's evolution into the experience era to emotionally intelligent robots and breakthrough developments in health and accessibility, Brian unpacks how artificial intelligence is moving beyond content creation to fundamentally reshape how we interact with technology in our daily lives. 

The conversation explores how brands can leverage these emerging technologies, the rise of local AI models, and what these developments mean for marketers and brands looking to create more meaningful consumer connections. Brian also shares insights on how companies can stay ahead of rapid technological change while maintaining authentic human connections in an increasingly AI-driven world.

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Brian Yamada From Tools to Companions: How AI Will Transform CX in 2025 35 35 From Tools to Companions: How AI Will Transform CX in 2025 full a9eec6ac-f7ef-43eb-9c7b-690618a6568b https://share.transistor.fm/s/faa8e91f In our annual predictions special of Human Centered, VML's Global CXDO Karen Boswell joins host Nick Brunker to forecast the major customer experience trends for 2025. Building on her accurate predictions from last year, Karen explores how AI will evolve from a transactional tool to an intelligent companion, reshaping how brands connect with customers. 

The conversation delves into the future of personalization, emerging privacy concerns, and the impact of AI on both CX professionals and the health/wellness industry. Whether you're a brand leader, CX practitioner, or technology enthusiast, this forward-looking discussion offers valuable insights on navigating the rapidly evolving landscape of customer experience in the year ahead.

]]> In our annual predictions special of Human Centered, VML's Global CXDO Karen Boswell joins host Nick Brunker to forecast the major customer experience trends for 2025. Building on her accurate predictions from last year, Karen explores how AI will evolve from a transactional tool to an intelligent companion, reshaping how brands connect with customers. 

The conversation delves into the future of personalization, emerging privacy concerns, and the impact of AI on both CX professionals and the health/wellness industry. Whether you're a brand leader, CX practitioner, or technology enthusiast, this forward-looking discussion offers valuable insights on navigating the rapidly evolving landscape of customer experience in the year ahead.

]]> Mon, 30 Dec 2024 07:30:00 -0500 VML VML 1918 In our annual predictions special of Human Centered, VML's Global CXDO Karen Boswell joins host Nick Brunker to forecast the major customer experience trends for 2025. Building on her accurate predictions from last year, Karen explores how AI will evolve from a transactional tool to an intelligent companion, reshaping how brands connect with customers. 

The conversation delves into the future of personalization, emerging privacy concerns, and the impact of AI on both CX professionals and the health/wellness industry. Whether you're a brand leader, CX practitioner, or technology enthusiast, this forward-looking discussion offers valuable insights on navigating the rapidly evolving landscape of customer experience in the year ahead.

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Karen Boswell The Extended Peak: Reimagining Holiday Season CX 34 34 The Extended Peak: Reimagining Holiday Season CX full 8e8a8331-d2cd-4870-91e3-ae97c0fe93b9 https://share.transistor.fm/s/1cd96cb7 On this episode of Human Centered, host Nick Brunker, Group Director of Experience Strategy at VML, dives into the evolving landscape of holiday shopping just as Black Friday approaches. Joined by Michelle Baumann, VML's Chief Strategy Officer, they explore how brands are navigating what promises to be the most channel-diverse and technologically advanced shopping season yet.

Discover strategies for handling compressed commerce, leveraging social platforms for enhanced customer engagement, and maintaining service quality during high-volume periods. Michelle shares insights from VML's "Power of Peak" report, which highlights the transformation from a single-day shopping event to an extended season that reshapes customer expectations and behaviors.

Tune in to learn about managing AI-powered interactions, creating seamless omnichannel experiences, and optimizing mobile shopping. Whether you're a CX professional or a curious consumer, this episode offers valuable takeaways for delivering exceptional experiences during retail's most demanding season.

🔗 Links & Resources:

]]> On this episode of Human Centered, host Nick Brunker, Group Director of Experience Strategy at VML, dives into the evolving landscape of holiday shopping just as Black Friday approaches. Joined by Michelle Baumann, VML's Chief Strategy Officer, they explore how brands are navigating what promises to be the most channel-diverse and technologically advanced shopping season yet.

Discover strategies for handling compressed commerce, leveraging social platforms for enhanced customer engagement, and maintaining service quality during high-volume periods. Michelle shares insights from VML's "Power of Peak" report, which highlights the transformation from a single-day shopping event to an extended season that reshapes customer expectations and behaviors.

Tune in to learn about managing AI-powered interactions, creating seamless omnichannel experiences, and optimizing mobile shopping. Whether you're a CX professional or a curious consumer, this episode offers valuable takeaways for delivering exceptional experiences during retail's most demanding season.

🔗 Links & Resources:

]]> Mon, 25 Nov 2024 07:00:00 -0500 VML VML 2242 On this episode of Human Centered, host Nick Brunker, Group Director of Experience Strategy at VML, dives into the evolving landscape of holiday shopping just as Black Friday approaches. Joined by Michelle Baumann, VML's Chief Strategy Officer, they explore how brands are navigating what promises to be the most channel-diverse and technologically advanced shopping season yet.

Discover strategies for handling compressed commerce, leveraging social platforms for enhanced customer engagement, and maintaining service quality during high-volume periods. Michelle shares insights from VML's "Power of Peak" report, which highlights the transformation from a single-day shopping event to an extended season that reshapes customer expectations and behaviors.

Tune in to learn about managing AI-powered interactions, creating seamless omnichannel experiences, and optimizing mobile shopping. Whether you're a CX professional or a curious consumer, this episode offers valuable takeaways for delivering exceptional experiences during retail's most demanding season.

🔗 Links & Resources:

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Michelle Baumann The New Dawn of Customer Experience: Evolving Strategies, Accountability, and Collaboration in Modern CX 33 33 The New Dawn of Customer Experience: Evolving Strategies, Accountability, and Collaboration in Modern CX full 350cd847-8f3e-4e20-a057-ae8a59c66675 https://share.transistor.fm/s/86af5a9a 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 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.

]]> Thu, 15 Aug 2024 09:46:17 -0400 VML VML 1846 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.

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Ben Geheb Revolutionizing Commerce: Balancing Technology and Humanity 32 32 Revolutionizing Commerce: Balancing Technology and Humanity full fdb5801d-5ee8-406e-bb14-432a9054e08e https://share.transistor.fm/s/264ad266 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:


]]> 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:


]]> Mon, 29 Apr 2024 07:00:00 -0400 VML VML 1938 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:


]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Beth Ann Kaminkow Empowering Human Centered Talent Amidst Disruption 31 31 Empowering Human Centered Talent Amidst Disruption full fde7ce72-9f06-4e5f-a463-fe101c918abd https://share.transistor.fm/s/ffad9e47 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


]]> 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


]]> Mon, 04 Mar 2024 05:00:00 -0500 VML VML 2498 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


]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Karen Boswell Marci Le Gaufey Ed Beard Andy Wardlaw Looking Ahead: Navigating the Changing Landscape of CX in 2024 30 30 Looking Ahead: Navigating the Changing Landscape of CX in 2024 full 9fc86885-381f-4521-a393-765f63dfa448 https://share.transistor.fm/s/a08732a6 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.

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

]]> 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.

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

]]> Tue, 09 Jan 2024 22:30:04 -0500 VML VML 1967 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.

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

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Karen Boswell Unlocking Employee Potential: A Human-Centered Approach to Learning and Growth 29 29 Unlocking Employee Potential: A Human-Centered Approach to Learning and Growth full 1a7a0ac5-de66-403d-882f-6042030df8f8 https://share.transistor.fm/s/08ce3ede 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 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

]]> Mon, 04 Dec 2023 06:30:00 -0500 VML VML 2284 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

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Loren Blandon Beyond Keywords: The Future of Search and AI in the Experience Era 28 28 Beyond Keywords: The Future of Search and AI in the Experience Era full 72d7b822-2b00-49af-9f3e-514ff4d3ee42 https://share.transistor.fm/s/274cfe0e 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.


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.


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

]]> Wed, 25 Oct 2023 10:27:52 -0400 VML VML 1872 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.


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

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Heather Physioc Navigating Customer Experience Insights from the 2023 Forrester CX Summit 27 27 Navigating Customer Experience Insights from the 2023 Forrester CX Summit full 4b2fc6a7-de02-48b5-8a51-0f94e490f46b https://share.transistor.fm/s/3c6f99f7 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 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

]]> Thu, 03 Aug 2023 08:37:39 -0400 VML VML 2151 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

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Martin Coady Ben Geheb Innovating at the Intersection of CX & Commerce in Retail 26 26 Innovating at the Intersection of CX & Commerce in Retail full 4e685ab2-7a3c-4064-bf53-3574ef030166 https://share.transistor.fm/s/3c61cffe 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 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

]]> Tue, 06 Jun 2023 09:03:43 -0400 VML VML 1938 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

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Charlie Wade Why Experience Brands Are Rethinking Loyalty 25 25 Why Experience Brands Are Rethinking Loyalty full 120deabc-0678-4696-8832-bf1b55aa382c https://share.transistor.fm/s/03c81626 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 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

]]> Mon, 15 May 2023 09:01:34 -0400 VML VML 1990 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

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Adam Troyak Nick Brunker Humanized Commerce – Driving Brand Purpose in a Digital World 24 24 Humanized Commerce – Driving Brand Purpose in a Digital World full 3ba3b394-f14f-41d8-aa48-1aa259ec1dbd https://share.transistor.fm/s/83831e71 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.

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.

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

]]> Tue, 14 Mar 2023 06:00:00 -0400 VML VML 1846 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.

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

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Jay Picconatto Breaking down CES 2023 - How AI is impacting the future of CX 23 23 Breaking down CES 2023 - How AI is impacting the future of CX full a3357518-b103-4aa8-9b49-ac927d66987b https://share.transistor.fm/s/0c760928 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.

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.

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

]]> Thu, 09 Feb 2023 10:08:02 -0500 VML VML 1691 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.

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

]]> CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Brian Yamada Predicting What's Ahead for CX in 2023 22 22 Predicting What's Ahead for CX in 2023 full ae4252e0-fa20-4482-a670-4bfeaec8d43c https://share.transistor.fm/s/985d8321 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.

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.

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

]]> Mon, 19 Dec 2022 09:31:50 -0500 VML VML 1767 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. 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 CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Karen Boswell Driving Great CX Through the Power of Iteration 21 21 Driving Great CX Through the Power of Iteration full c342333f-be65-4169-a590-3a590d412660 https://share.transistor.fm/s/42c11f1c 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.

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.

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

]]> Mon, 07 Nov 2022 06:30:00 -0500 VML VML 1927 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. 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 ho CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Kaleeta McDade Why the Experience Has Become the Brand 20 20 Why the Experience Has Become the Brand full deadc57f-b8d3-410f-9f1d-a92af5b4ea71 https://share.transistor.fm/s/3a09f874 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 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

]]> Wed, 07 Sep 2022 21:26:49 -0400 VML VML 1766 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. 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 h CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Eric Looney How to rebound from post-pandemic CX declines 19 19 How to rebound from post-pandemic CX declines full 0cc3cc98-bb14-4a1c-90ec-fe2e50d7103d https://share.transistor.fm/s/987854b7 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 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

]]> Tue, 09 Aug 2022 20:49:01 -0400 VML VML 1540 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. 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, Tenness CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Driving B2B Transformation Through Smart CX 18 18 Driving B2B Transformation Through Smart CX full 9df42665-52e0-4f49-8442-ce09dd8f8ff8 https://share.transistor.fm/s/33d40f69 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.

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.

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

]]> Mon, 23 May 2022 18:21:24 -0400 VML VML 1530 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. 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, Ju B2B, Journey Mapping, CX, Forrester, Trust, business-to-business, business No Nick Brunker Human Centered On Location at SXSW 2022 - Weekend Recap 17 17 Human Centered On Location at SXSW 2022 - Weekend Recap full 56b1e6a1-8ab9-4322-b9b6-6d088e6087f8 https://share.transistor.fm/s/37a8ca24 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. 


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. 


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

]]> Fri, 18 Mar 2022 08:41:46 -0400 VML VML 2110 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. 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 so CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Karen Boswell Human Centered On Location at SXSW 2022 - Day 4 16 16 Human Centered On Location at SXSW 2022 - Day 4 full 0bd30d88-e1ed-42fd-91df-7549ea877814 https://share.transistor.fm/s/38eb2e7f 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 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

]]> Mon, 14 Mar 2022 22:22:41 -0400 VML VML 1338 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. 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 CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Karen Boswell Human Centered On Location at SXSW 2022 - Day 3 15 15 Human Centered On Location at SXSW 2022 - Day 3 full b8e45bde-1f03-4500-a399-ff8bb3864c2e https://share.transistor.fm/s/4a28abca 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 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

]]> Sun, 13 Mar 2022 21:32:01 -0400 VML VML 1837 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. 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. - w CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Karen Boswell Human Centered On Location at SXSW 2022 - Day 2 14 14 Human Centered On Location at SXSW 2022 - Day 2 full 461d2acc-1440-4b5c-8ab5-84f555067309 https://share.transistor.fm/s/509848fe 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.


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.


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

]]> Sat, 12 Mar 2022 21:45:21 -0500 VML VML 1946 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. 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 rec CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Karen Boswell Human Centered On Location at SXSW 2022 - Day 1 13 13 Human Centered On Location at SXSW 2022 - Day 1 full bbb2a93a-2d8e-4ca7-a029-7cdcdce425ba https://share.transistor.fm/s/660b41ae 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.

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.

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

]]> Fri, 11 Mar 2022 21:12:40 -0500 VML VML 1087 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. 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 CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Karen Boswell CES 2022 - How (and why) the world's largest technology expo is getting more human 12 12 CES 2022 - How (and why) the world's largest technology expo is getting more human full 9431c192-0143-4479-9bec-ca6994bd269d https://share.transistor.fm/s/3b08d343 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 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

]]> Thu, 27 Jan 2022 11:19:58 -0500 VML VML 2230 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. 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 incredi CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker The Importance (and Challenge) of Delivering Ethical CX 11 11 The Importance (and Challenge) of Delivering Ethical CX full 80893ed8-e749-4112-ada0-e06bbbf50eb9 https://share.transistor.fm/s/585761b4 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 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

]]> Thu, 04 Nov 2021 08:10:34 -0400 VML VML 1529 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. 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 CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Driving CX through EX - How Company Culture Can Deliver True Business Value 10 10 Driving CX through EX - How Company Culture Can Deliver True Business Value full 9e51a591-5a2d-4938-b03b-f2d3ee49099f https://share.transistor.fm/s/1960f566 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.


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 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.


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

]]> Tue, 28 Sep 2021 06:00:00 -0400 VML VML 1743 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. 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 dr CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Designing the Future of Work 9 9 Designing the Future of Work full faae5a44-2235-4a3e-afcf-cbd2ced9e878 https://share.transistor.fm/s/0d4035c8 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 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

]]> Tue, 31 Aug 2021 06:00:00 -0400 VML VML 2504 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. 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 CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Crafting a Strong Business Case for CX Transformation 8 8 Crafting a Strong Business Case for CX Transformation full 5c0fb44f-ed0b-43e6-9545-c32fa7504a66 https://share.transistor.fm/s/48aeebb1 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.

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 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.

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

]]> Tue, 20 Jul 2021 06:00:00 -0400 VML VML 1574 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. 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 bloc CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Guiding Principles to Deliver Great CX for Kids 7 7 Guiding Principles to Deliver Great CX for Kids full 91c36440-3e46-452e-896d-cfd38b0cdc1d https://share.transistor.fm/s/1f24ad63 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 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

]]> Thu, 27 May 2021 06:00:00 -0400 VML VML 1735 On this episode of Human Centered, host Nick Brunker is joined by fellow Director of Experience Strategy at VMLY&R, 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 keep in mind as they develop new solutions. On this episode of Human Centered, host Nick Brunker is joined by fellow Director of Experience Strategy at VMLY&R, Eric Ackley, to explore the guiding principles of building and delivering value-centered experiences for kids - which is a unique chall CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Envisioning Better Experiences Through Bio-centric Design 6 6 Envisioning Better Experiences Through Bio-centric Design full b7063537-62bf-49fb-a32b-4d4ef969ee91 https://share.transistor.fm/s/c6daad10 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 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

]]> Thu, 22 Apr 2021 07:00:00 -0400 VML VML 1775 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 we 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. 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 we explore the potential for a paradigm shif CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Building a Framework for Inclusive Design & Experiences 5 5 Building a Framework for Inclusive Design & Experiences full efa5878d-5724-4ba9-9a2a-e9f81dcac091 https://share.transistor.fm/s/3c9789c9 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 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

]]> Wed, 31 Mar 2021 16:00:00 -0400 VML VML 2045 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. 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 ri inclusive, design, inclusion, diversity, culture, CX, customer, experience, human, centered, VMLY&R, VML No Nick Brunker Transformative CX Through Diversity & Inclusion 4 4 Transformative CX Through Diversity & Inclusion full f87490ce-8b2f-4c2b-929e-2462ed0b0151 https://share.transistor.fm/s/f36f91b3 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 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

]]> Wed, 24 Feb 2021 13:00:00 -0500 VML VML 2461 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. 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 dive CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Mapping For the Future With Empathy 3 3 Mapping For the Future With Empathy full 38af6629-2a93-4a8c-83a0-84e573f564a1 https://share.transistor.fm/s/8bd4860c 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 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

]]> Fri, 29 Jan 2021 04:00:00 -0500 VML VML 1774 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. 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 a CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Karen Boswell Unmasking Commerce in The Experience Era 2 2 Unmasking Commerce in The Experience Era full 20d35d90-49b4-4e95-a7d2-d2681d7d3e71 https://share.transistor.fm/s/5edff06f 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 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

]]> Tue, 08 Dec 2020 07:00:00 -0500 VML VML 2212 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. 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 CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker The Evolution of CX & Importance of Human Centered Design 1 1 The Evolution of CX & Importance of Human Centered Design full b832e39a-05b0-4801-979f-43ce5441b001 https://share.transistor.fm/s/77e49854 --------

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

]]> --------

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

]]> Wed, 11 Nov 2020 09:11:33 -0500 VML VML 1918 On the inaugural episode of VMLY&R’s Human Centered 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. On the inaugural episode of VMLY&R’s Human Centered 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 CX, human, centered, customer, experience, customer experience, human, centered, human centered, VML, VMLY&R, VMLYR No Nick Brunker Jon Cook