Shows
Experience by DesignRecovery Experiences with Rikki WestI’m currently working on a book called Experience by Design, and by currently I mean the last three-plus years. You could say it is a work in progress. But as the saying goes, “progress, not perfection.” When all you see is the goal, it can be hard to see the progress you are making. So making progress I am, and hopefully I’ll have something to share about that soon. If you would be interested in checking out drafts of chapters for this book, drop me a message at feedback@experiencexdesign.com and I’ll put you on the list o...2025-06-201h 03
The Delighted Customers Podcast with Mark SlatinThe Role of Perception and Expectations in Customer Experience, Gary David, PhD, Bentley UniversityThe Role of Perception and Expectations in Customer Experience This episode is definitely different! Gary David, PhD, is a professor of sociology and a conversational analyst. On this episode: What his dissertation research at an immigrant-owned liquor store in downtown Detroit taught him about making emotional connections despite contentious social constructs We take a look at the role expectations play in the customer experience and how those expectations are not just formed by a customer’s experience with your brand. We look at “the collective,” how our exp...2022-12-2248 min
SpaceHEXCo-creating A Better World: Social Movements And The Employee ExperienceProfessor Gary David and Adam Gamwell PhD are social scientists. With backgrounds in ethnography and anthropology, they have a unique take on the social movements sweeping the world. They join Ben Whitter to explore the current tensions in society and within organisations through the lens of employee experience. The episode delves more deeply into how companies and colleagues are navigating complex social issues, how they relate to the employee experience, and why co-creation is becoming even more important in delivering successful business and brand outcomes.
Highlights
From 'moments' to 'movements' - exploring sustainable social change
How are companies leading social issu...2020-06-2851 min