Shows
Human CenteredThe One-Customer Mindset: Unifying Your App, Web, and In-Store ExperienceIn 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?This week, 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...
2025-11-0339 min
Human CenteredArt, Algorithm, and the Aisle: Redefining Creative EffectivenessHow is creative effectiveness being redefined in a world powered by first-party data and retail media? In 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.
2025-09-1836 min
Human CenteredBeyond the Blue Links: The New Playbook for AI-Powered SearchThe 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...
2025-08-1842 min
Human CenteredWhen the Product is Trust: Marketing Human Vulnerability in HealthcareOn 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...
2025-07-1745 min
Mission Imperfect: navigating life with coaches Kirsty and KathrynSleepToday’s episode is a special guest episode with John Bryant,Low Carb Coach, and our topic this week is a great one which impacts us all – sleep. A good night’s sleep is the holy grail we wish to have and repeat, but it can feel out of our hands to get!However, fortunately there are some things we can doto help ourselves which John generously shares with us all – from sleep cycles, body temperature, caffeine, alcohol, and blue and orange light! Today’s question for you to mull over and which Ka...
2025-07-0931 min
Human CenteredThe Predictive CX Era: Nick Yecke on AI, Ethics, and Anticipating Customer NeedsOn 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...
2025-06-1154 min
Human CenteredQuestions Are the Future: Redefining Creativity in an AI WorldOn 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...
2025-04-1039 min
Human CenteredReimagining Websites for the Age of AI and Hyper-PersonalizationOn 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...
2025-02-2544 min
Human CenteredSmart Tech Gets Smarter: Innovation Insights from CES 2025On 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 m...
2025-01-1835 min
Human CenteredFrom Tools to Companions: How AI Will Transform CX in 2025In 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 r...
2024-12-3031 min
Human CenteredThe Extended Peak: Reimagining Holiday Season CXOn 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...
2024-11-2537 min
Human CenteredThe New Dawn of Customer Experience: Evolving Strategies, Accountability, and Collaboration in Modern CXIn 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.
2024-08-1530 min
Human CenteredRevolutionizing Commerce: Balancing Technology and HumanityIn 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:How Brands can Navigate the Era of Quantum CommerceTomorrow's Commerce is Here Today for Disruptor BrandsAs the Cookie Crumbles - There is New Value in...
2024-04-2932 min
Human CenteredEmpowering Human Centered Talent Amidst DisruptionIn 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...
2024-03-0441 min
Human CenteredLooking Ahead: Navigating the Changing Landscape of CX in 2024On 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...
2024-01-1032 min
Human CenteredUnlocking Employee Potential: A Human-Centered Approach to Learning and GrowthEpisode 29: Beyond Keywords - Unlocking Employee Potential: A Human-Centered Approach to Learning and GrowthOn 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....
2023-12-0438 min
Human CenteredBeyond Keywords: The Future of Search and AI in the Experience EraEpisode 28: Beyond Keywords: The Future of Search and AI in the Experience EraOn 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...
2023-10-2531 min
Human CenteredNavigating Customer Experience Insights from the 2023 Forrester CX SummitEpisode 27: Navigating Customer Experience Insights from the 2023 Forrester CX SummitOn 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...
2023-08-0335 min
Human CenteredInnovating at the Intersection of CX & Commerce in RetailEpisode 26: Innovating at the Intersection of CX & Commerce in RetailOn 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...
2023-06-0632 min
Human CenteredWhy Experience Brands Are Rethinking LoyaltyEpisode 25: Why Experience Brands Are Rethinking LoyaltyOn this episode of Human Centered, host Nick Brunker is joined by VMLY&R Managing Director, Adam Troyak to chat about why (and how) brands are rethinking their loyalty programs -- and how it's merging with CX in a meaningful, fundamental way. They discuss how the perception of value is evolving, why building a relationship is crucial and how leaders can bring the best of their organization together in service of their customers & guests.Host: Group Director, Experience Strategy, VMLY&R - Nick BrunkerGuest: Managing Director, Experience Strategy, VMLY...
2023-05-1533 min
Human CenteredHumanized Commerce – Driving Brand Purpose in a Digital WorldEpisode 24: Humanized Commerce – Driving Brand Purpose in a Digital WorldOn this episode of Human Centered, host Nick Brunker visits with Jay Picconatto, Head of Global Commerce at General Mills about the importance of humanizing -- and bringing purpose to -- some of the most recognizable brands in the world. They discuss how technology advancements, the COVID pandemic and ever-changing customer behavior have shaped the way he tackles creative marketing challenges. Plus, Jay shares his insight on how winning teams can embrace experimentation to deliver holistic, connected experiences while remaining human-solution oriented at the core.Host: Gr...
2023-03-1430 min
Human CenteredBreaking down CES 2023 - How AI is impacting the future of CXEpisode 23: Breaking down CES 2023 - How AI is impacting the future of CXOn this episode of Human Centered, host Nick Brunker visits with VMLY&R's Chief Innovation Officer, Brian Yamada -- who recently returned from CES 2023 in Las Vegas. The two discuss the big themes and takeaways from this year's conference and how advancements in AI are unlocking new ways to build and deliver amazing experiences. Plus, they chat about how improvements in immersive technologies (like mixed reality and 3D modeling) could change the way we engage with people in the years ahead.Host: Group...
2023-02-0928 min
Human CenteredPredicting What's Ahead for CX in 2023Episode 22: Predicting What's Ahead for CX in 2023On this episode of Human Centered, host Nick Brunker visits with VMLY&R's Chief Experience Officer in EMEA, Karen Boswell. In the annual "predictions special" - Karen shares what she believes will be the trends to have our eyes on in the upcoming year. They discuss how the human element will be more important than ever and how human-enabling technology will become more widely adopted. Plus, they explore what she believes will be the leading emotion for 2023 -- optimism.Host: Group Director, Experience Strategy, VMLY&R - Nick BrunkerGuest...
2022-12-1929 min
Human CenteredDriving Great CX Through the Power of IterationEpisode 21: Driving great CX through iterationOn this episode of Human Centered, host Nick Brunker visits with VMLY&R's Chief Experience Design Officer, Kaleeta McDade. The duo talks about why (and how) CX leaders need to adopt an iterative approach when developing solutions. They also discuss how to successfully drive trust with clients and stakeholders despite ambiguity in today's market and rapidly evolving customer expectations. Plus, they explore several different places in history where technology moved faster than society.Host: Group Director, Experience Strategy, VMLY&R - Nick BrunkerGuest: Chief Experience Design Officer, VMLY&R...
2022-11-0732 min
Human CenteredWhy the Experience Has Become the BrandEpisode 20: Why the Experience Has Become the BrandOn this episode of Human Centered, host Nick Brunker visits with VMLY&R's Chief Experience Design Officer, Eric Looney to discuss how CX leaders should think about imagining better futures for the customers they serve. They delve into why experience has become greater than the product itself - and the impact that has on design innovation. Plus, they explore what it means to be an Experience Designer at VMLY&R, combatting the "sea of sameness"...how CX pros can (and should) keep up with rapidly advancing technology.Host...
2022-09-0829 min
Human CenteredHow to rebound from post-pandemic CX declinesEpisode 19: How to rebound from post-pandemic CX declinesOn this episode of Human Centered, host Nick Brunker chats with VMLY&R Chief Strategy Officer, Ben Geheb, and Executive Director Technology, Martin Coady about the main takeaways from this year's Forrester CX North America Summit in Nashville, Tennessee. This year's Forrester CX Index showed that overall experience quality has declined year-over-year in 13 industries. The trio discusses some of the key reasons why - and how leaders can work to reverse the trend. Plus, they examine why brand purpose, digital fluidity and employee experience will be increasingly crucial to...
2022-08-1025 min
Human CenteredDriving B2B Transformation Through Smart CXEpisode 18: Driving B2B Transformation Through Smart CXOn this episode of Human Centered, host Nick Brunker chats with VMLY&R's Executive Director of B2B, Justin Smith about the importance of CX when driving B2B transformation. Fresh off a visit to Forrester's B2B North America Summit in Austin, Texas, Justin shares some of the key trends he saw - and shares how leaders can establish a path to communicating CX ROI to senior leaders within your organization. Plus, they talk about the heavy emphasis on building trust when trying to truly differentiate customer experiences...
2022-05-2425 min
Human CenteredHuman Centered On Location at SXSW 2022 - Weekend RecapEpisode 17: Human Centered - On Location at SXSW 2022 - RecapOn this special episode of Human Centered, host Nick Brunker visits with VMLY&R Chief Experience Officer in EMEA, Karen Boswell - who was on location at SXSW 2022 in Austin, Texas.Karen and Nick look back on the all the weekend activity and review some of the overarching takeaways. Among the topics, they dive into data ethics, the metaverse (and when it could become critical mass), technology impact on overall health and much more. Host: Group Director, Experience Strategy, VMLY&R - Nick BrunkerGuest: C...
2022-03-1835 min
Human CenteredHuman Centered On Location at SXSW 2022 - Day 4Episode 16: Human Centered - On Location at SXSW 2022 - Day 4On this special episode of Human Centered, host Nick Brunker visits with VMLY&R Chief Experience Officer in EMEA, Karen Boswell and Andy Wardlaw, Global Managing Director of The Talent Business - who are on location at SXSW 2022 in Austin, Texas.They round out their long weekend of coverage by chatting about the increasingly competitive talent industry, and how both brand leaders and career seekers can foster more authentic human connections in an admittedly challenging time to join a new workplace.Host: Group Director...
2022-03-1522 min
Human CenteredHuman Centered On Location at SXSW 2022 - Day 3Episode 15: Human Centered - On Location at SXSW 2022 - Day 3On this special episode of Human Centered, host Nick Brunker visits with VMLY&R Chief Experience Officer in EMEA, Karen Boswell and Sol Rogers, the Global Director of Innovation at MAGNOPUS, a BAFTA immersive advisor, and the Chair of Immerse U.K. - who are on location at SXSW 2022 in Austin, Texas.They give a recap of the key activities from Day 3 and share some incredibly interesting takeaways around the theme of emotional intelligence, sleep hacking and how NASA is looking to build a commercial...
2022-03-1430 min
Human CenteredHuman Centered On Location at SXSW 2022 - Day 2Episode 14: Human Centered - On Location at SXSW 2022 - Day 2On this special episode of Human Centered, host Nick Brunker visits with VMLY&R Chief Experience Officer in EMEA, Karen Boswell and Will O'Donnell, the Digital Twin Lead for The Mill - who are on location at SXSW 2022 in Austin, Texas.They give a recap of Day 2 and chat about some key themes, including how leaders can better bring inclusivity to the their employee experience and HR processes. Plus, the trio chat about the impact of an emerging blend of digital and physical environments, and...
2022-03-1332 min
Human CenteredHuman Centered On Location at SXSW 2022 - Day 1Episode 13: Human Centered - On Location at SXSW 2022 - Day 1On this special episode of Human Centered, host Nick Brunker visits with VMLY&R Chief Experience Officer in EMEA, Karen Boswell and Amanda Farmer, Chief Client Officer at The Pharm - who are on location at SXSW 2022 in Austin, Texas.They discuss the key takeaways from a busy first day of activity on the ground, share what resonated with them and discuss the human-centered themes that were being discussed at every turn.Host: Group Director, Experience Strategy, VMLY&R - Nick BrunkerGuest: Chief Experience...
2022-03-1218 min
Human CenteredCES 2022 - How (and why) the world's largest technology expo is getting more humanEpisode 12: CES 2022 - How (and why) the world's largest technology expo is getting more humanOn this episode of Human Centered, host Nick Brunker visits with VMLY&R Commerce Chief Strategy Officer, Curt Munk, about some exciting trends coming out of CES 2022.From flying cars to smart everything - each year, CES seemingly gets more incredible than the last. But as customer behavior has shifted, perhaps permanently, due to the pandemic, this year's show seemed to become decidedly more focused on solving real human problems vs. sheer novelty.Curt and Nick chat about...
2022-01-2737 min
Human CenteredThe Importance (and Challenge) of Delivering Ethical CXEpisode 11: The Importance (and Challenge) of Delivering Ethical CXOn this episode of Human Centered, host Nick Brunker chats with VMLY&R's Global Lead, Human Centered Design & Executive Director of CX Transformation, Jason Gaikowski, about the importance (and the challenge) of delivering ethical CX. They discuss why it's a challenge worth tackling along with a simple, acronym-based framework to consider when approaching the work. Plus, they share some tips on ensuring leaders are being truly empathetic when building meaningful, useful customer personas.Host: Director, Experience Strategy, VMLY&R - Nick BrunkerGuest: VMLY&R Global Lead, Human...
2021-11-0425 min
Human CenteredDriving CX through EX - How Company Culture Can Deliver True Business ValueEpisode 10: Driving CX through EX - How Company Culture Can Deliver True Business ValueOn this episode of Human Centered, host Nick Brunker visits with VMLY&R's own John Mulvihill, Shanice Gipson and Lauren Ziegler about how the focus on employee experience and culture can drive positive customer experience outcomes -- and ultimately drive business value. Plus, they chat about the evolution of the VMLY&R Foundation - and its impact across the globe. And they offer tips for how leaders can build and sustain momentum in their own EX & CX efforts.Host: Director, Experience Strategy...
2021-09-2829 min
Human CenteredDesigning the Future of WorkEpisode 9: Designing the Future of WorkOn this episode of Human Centered, host Nick Brunker visits with VMLY&R Commerce Chief Innovation Officer Roy Armale about how leaders can plan to design & build the future of work - and a structure to follow that can keep employees safe, engaged and delivering winning experiences for their brands and the customers they serve. Plus, they talk about how these plans are affecting how leaders should adapt their omnichannel approach to better meet ever-growing expectations.Host: Director, Experience Strategy, VMLY&R - Nick BrunkerGuest: Chief Innovation Officer, VMLY&R...
2021-08-3141 min
Human CenteredCrafting a Strong Business Case for CX TransformationEpisode 8: Crafting a Strong Business Case for CX TransformationOn this episode of Human Centered, host Nick Brunker chats with VMLY&R Managing Director, Advisory Colin McDowell about how leaders can build a compelling ROI case to lead CX transformation for their business, brands, and clients and the building blocks needed to tell the right story. They discuss the importance of focusing on Guam outcomes, how to answer the question of "when" and why investing in people, processes & tools is critical for success.Host: Director, Experience Strategy, VMLY&R - Nick BrunkerGuest: Managing Director, Advisory, VMLY...
2021-07-2026 min
Human CenteredGuiding Principles to Deliver Great CX for KidsEpisode 7: Guiding Principles to Build Great CX for KidsOn this episode of Human Centered, host Nick Brunker is joined by fellow Director of Experience Strategy, Eric Ackley, to explore the guiding principles of building and delivering value-centered experiences for kids - which is a unique challenge as CX practitioners must balance privacy, regulations and of course, ethics to serve this type of customer. They discuss several real-life examples of brands applying these principles, plus, provide some important watch-outs that leaders should have in their mind as they develop new solutions.Host: Director, Experience Strategy, VMLY...
2021-05-2728 min
Human CenteredEnvisioning Better Experiences Through Bio-centric DesignEpisode 6: Building Winning Experiences Through Bio-Centric DesignOn this episode of Human Centered, host Nick Brunker is joined by VMLY&R's Managing Director of Insights & Strategy Jennifer Bonhomme, who works across some of our blue chip technology clients. Together, they explore the potential for a paradigm shift in design thinking, expanding our human-centered view to include more of the living planet. Jennifer talks to us about bio-centricity as an alternative in design thinking, why it matters and how design thinkers can begin to include a more sustainable view of what lives at the center of creating incredible...
2021-04-2229 min
Human CenteredBuilding a Framework for Inclusive Design & ExperiencesEpisode 5: Building a Framework for Inclusive Design & ExperiencesOn 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 BrunkerGuests: Chief Integration Officer, VMLY&R - Myron KingWe'd love...
2021-03-3134 min
Human CenteredTransformative CX Through Diversity & InclusionEpisode 4: Transformative CX Through Diversity & InclusionOn 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...
2021-02-2441 min
Human CenteredMapping For the Future With EmpathyEpisode 3: Mapping For the Future With EmpathyOn 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 BrunkerGuest: WPP Client...
2021-01-2929 min
Human CenteredUnmasking Commerce in The Experience EraEpisode 2: Unmasking Commerce in The Experience EraOn 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 BrunkerGuests: Executive Vice President of VMLY&R Commerce, Jacquelyn Baker We'd love to hear your feedback! Email the show: humancentered@vmlyr.c...
2020-12-0836 min
Human CenteredThe Evolution of CX & Importance of Human Centered Design--------Episode 1: The Evolution of CX & Importance of Human Centered DesignOn 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 BrunkerGuests: Jon Cook, Jeff GehebWe'd love to hear your feedback! Email the show: humancentered@vmlyr.com. To learn more about the CX practice at...
2020-11-1131 min
The 'Clones PodcastApril 11, 2015 - Jack in the Box Interview with David MacDonaldCyclones captain David MacDonald visits with Nick Brunker between periods in Fort Wayne to talk about the pressure of a must-win game.
2015-04-1100 minThe 'Clones PodcastApril 11, 2015 - Matt Macdonald's Pregame CommentsCyclones Head Coach Matt Macdonald joins Nick Brunker prior to the game to look ahead to the regular season finale in Fort Wayne.
2015-04-1100 minThe 'Clones PodcastApril 8, 2015 - Matt Macdonald's Pregame CommentsCyclones Head Coach Matt Macdonald visits with Nick Brunker prior to the game in Fort Wayne.
2015-04-0800 minThe 'Clones PodcastApril 8, 2015 - Jack in the Box Intermission Interview with Josh ShallaBetween periods at Memorial Coliseum, Nick Brunker chats with Josh Shalla - who is back on the ice for the first time since early March.
2015-04-0800 minThe 'Clones PodcastApril 4, 2015 - Matt Macdonald's Pregame CommentsPrior to the game on April 4, Cyclones Head Coach Matt Macdonald visits with Nick Brunker about a big game against Evansville.
2015-04-0400 minThe 'Clones PodcastApril 4, 2015 - Jack in the Box Intermission InterviewCyclones defenseman MacKenzie Weegar chats with Nick Brunker between periods at U.S. Bank Arena about the push for the playoffs.
2015-04-0400 minThe 'Clones PodcastApril 3, 2015 - Matt Macdonald's Pregame CommentsPrior to the game on April 3, Cyclones Head Coach Matt Macdonald visited with Nick Brunker about a crucial game against Indy.
2015-04-0300 minThe 'Clones PodcastApril 3, 2015 - Jack in the Box Intermission Interview with Brett WysopalBetween periods at U.S. Bank Arena, Nick Brunker chats with Cyclones defenseman Brett Wysopal.
2015-04-0300 minThe 'Clones PodcastMarch 31, 2015 - Matt Macdonald's Pregame CommentsCyclones Head Coach Matt Macdonald chats with Nick Brunker prior to the game against Toledo at U.S. Bank Arena.
2015-03-3100 minThe 'Clones PodcastMarch 31, 2015 - Jack in the Box Intermission Interview with Stephan VigierCyclones forward Stephan Vigier visits with Nick Brunker between periods at U.S. Bank Arena.
2015-03-3100 minThe 'Clones PodcastMarch 27, 2015 - Matt Macdonald's Pregame CommentsCyclones Head Coach Matt Macdonald visits with Nick Brunker prior to a big game against Evansville.
2015-03-2700 minThe 'Clones PodcastMarch 27, 2015 - Jack in the Box Intermission Interview with Jack CombsCyclones forward Jack Combs talks with Nick Brunker between periods about his return to the Queen City, a whirlwind season, and more!
2015-03-2700 minThe 'Clones PodcastMarch 25, 2015 - Matt Macdonald's Pregame CommentsPrior to their bout with South Carolina, Matt Macdonald visits with Nick Brunker.
2015-03-2500 minThe 'Clones PodcastMarch 25, 2015 - Jack in the Box Intermission Interview with Jack DowningCyclones forward Jack Downing visits with Nick Brunker between periods at U.S. Bank Arena to discuss facing his former team, March Madness, and more!
2015-03-2500 min