Think about a time when you visited someplace that’s meaningful to you: a special museum, the distillery of your favorite beverage, a presidential library – you walked away from that exhibit or tour with a heightened understanding and appreciation for that particular interest. Or possibly gained a deeper understanding of something new. That experience was likely designed to better connect you with the product, person, and/or brand. Host Troy Powell welcomes Christian Lachel, chief creative officer at BRC Imagination Arts, for a discussion of discovering the interests and needs of your audience and designing experiences that tell your brand story.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “design”
There's an adage that implies designers and data scientists sometimes don't always see eye to eye. Designers look for esthetics and the functionality while developers and researchers lean towards the data. Why is that? We can all get along and there's no reason why we can't work together! You can use data to create usable and esthetic designs that support excellent customer experiences. Host Pat Gibbons welcomes Caroline Quinlan, digital CX manager for Electric Ireland, for a discussion on how data combined with design thinking can create amazing customer experiences.
Just as a car requires regular maintenance, customer experience programs need regular evaluation, leading to small "tune ups" - or complete overhauls - so they deliver the best possible results for your company. For a company that produces live events, the pandemic presented lots of challenges that required their CX program to adapt. Host Steve Walker welcomes Christine Beishline from Freeman to discuss how they “design for beautiful,” always keeping the end results in mind when evaluating the effectiveness of the customer experience and making changes to deliver the best possible results for the company.
A key element to building any customer experience program is understanding your customers and creating empathy. And there are tools to help with that: surveys, interviews, journey mapping sessions. But what about the process beyond all the discovery that happens? What do you DO with all that “understanding?” Host Steve Walker welcomes Emily Stump of Indiana University Health for a look at how design thinking can be a valuable tool for CX professionals.
Customer experience is about people: your customers or clients, your employees and colleagues, your business partners – people make the experience. So, it goes without saying that designing any experience should include the perspective of those involved, and human-centered design can help inform that process. Host Steve Walker welcomes Seth Fritz, the manager of the Design Futures team at the Delta Faucets Company, for a discussion on human-centered design.
Steve welcomes to the podcast Kerry Bodine, founder of Kerry Bodine and Company, to discuss the importance of user- and human-centered design in customer experience and Kerry’s thoughts on trends and how UX is impacting CX today.