In the 40th episode of the CXD podcast, Oliver King is joined by Stefan Moritz, Head of Innovation at Max Matthiessen where they explore the transformative impact of AI on the workplace, leadership and customer experiences. Is AI a game-changer or cause for concern? They explore how AI can enhance human collaboration and innovation, but also the risks of automation overshadowing human connection. Tune in as they discuss how organisations can strike the right balance between technology and human ...
Feb 26, 2025•42 min
In episode 39 of the CXD podcast, Oliver King is joined by Innovation and Human-Centred AI-expert, Karolin Ahlqvist to explore customer experience in the AI era. They discuss designing to tackle information overload and human-AI collaboration to create better solutions. Connect with Karolin Ahlqvist . Chapters: 02:05: Customer Experience Needs of Organisations 03:37: The Impact of Digital Dementia on Youth 07:07 Designing for Neurodiversity 09:47: AI Date Models and Climate Change 12:47: AI's Ro...
Feb 05, 2025•28 min
In episode 38 of the CXD podcast, Oliver King is joined by Jerry Angrave, Director and Founder of Empathyce and Chair of the Accessibility Advisory Board at Virgin Atlantic. They delve into the importance of accessibility in Customer Experience design, particularly in the aviation sector. The conversation covers the evolution of accessibility awareness, the diverse needs of travellers, and the critical role of staff training and customer-centric approaches in enhancing accessibility. Jerry empha...
Dec 17, 2024•40 min
In episode 37 of the CXD Podcast, Oliver King is joined by Kim Quazi, Director of Architecture at Arup , as they explore the intersection of architecture and customer experience in the context of railway stations. They discuss the importance of human connection in civic spaces and how station design has evolved over time. Kim emphasizes the need for a customer-centric approach in architecture, the significance of social value in railway investments, and the dual perspectives of inside-out and ou...
Nov 27, 2024•36 min
In episode 36 of the CXD Podcast, Oliver King is joined by Engine's Laurie Jones and Tom Hoare to explore the intricacies of designing customer experiences in the railway sector and envision a future where rail travel is seamless, personalized, and integrated with other modes of transport. In this conversation, Olly, Tom, and Laurie discuss the future of train travel, focusing on innovative design, the evolving role of staff, and the importance of customer experience. They explore how technology...
Nov 13, 2024•33 min•Ep. 36
In episode 35 of the CXD Podcast, Oliver King is joined by Will Gallagher, Chief Strategy and Development Officer at East West Railway Company, to discuss the evolving ecosystem of customer experience in rail networks, focusing on the economic impact of rail connectivity, the challenges faced by the industry, and the need for a shift in organisational mindset. They explore the importance of integrating rail with other modes of transport, designing stations that serve community needs, and ensurin...
Oct 29, 2024•46 min•Ep. 35
In episode 34 of the CXD podcast, Oliver King is joined by Nik Lusardi, Design Director and Co-founder of Future Travel Studio, to discuss the evolving landscape of customer experience in the rail and aviation sectors, focusing on existing challenges and opportunities. During the conversation, they explore the impact of technology, customer needs, and the introduction of innovative products such as DreamSuite, which aims to enhance the travel experience. Tune in to discover more about the future...
Oct 07, 2024•47 min•Ep. 34
In episode 33, Oliver King is joined by Jeanette Clement, Head of Service Design at BT Group, where they discuss the challenges and strategies of building customer-centred design capabilities within organisations. They explore the role of service design in bringing about change and building customer experience capabilities. Jeanette shares her experience working in various sectors and highlights the importance of collaboration and convergence and the influence of service design on strategic thin...
Aug 19, 2024•33 min
In episode 32, Oliver King is joined by Joe Macleod, Head of Endineering to discuss the importance of designing consumer endings. Many businesses overlook the end of the customer journey, which results in missed opportunities and negative impacts on brand equity. In this episode, Joe emphasizes the benefits of designing better endings for both consumers and brands, including increased consumer engagement and loyalty, as well as alignment with sustainability goals. Tune in to hear the negative co...
Aug 05, 2024•44 min
In episode 31, the final in our mini aviation series, Oliver King is joined by Bryan Thompson, a seasoned leader in passenger experience with over 25+ years of experience. Tune in to hear insights on the importance of passenger experience in airport operations and development and how it has evolved over time, shaping the airports of tomorrow. In this episode, Bryan stresses the value of collaboration and customer understanding in enhancing the airport experience, advocating for empathy and a hol...
Jul 25, 2024•44 min
In episode 30 of the CXD podcast, Olly is joined by James Samperi and David Pinder to discuss how airports are now being seen as destinations in their own right. The conversation covers the importance of customer experience in the design and development of airports and covers the challenges of designing and improving airports, whether it's a greenfield site or an existing operational airport, and how collaboration is vital. Tune in to discover more about the concept of an Experience Master P...
Jul 01, 2024•41 min
In this episode of the CXD podcast, Oliver King is joined by Natasha Roberts, Senior Consultant at Engine, to discuss the changing roles of airport staff, the impact of technology and the balance between human touch and automation. They discuss the evolution of frontline staff roles and the challenges and opportunities presented by the evolution, including the work environment and ongoing training opportunities. Download your copy of our Passenger Experience Strategy Checklist. Chapters: 01:39: ...
Jun 17, 2024•23 min•Ep. 29
In this second episode in our Aviation Series of the CXD podcast, Oliver King and David Pinder discuss the importance of accessibility and inclusivity in airport passenger experiences. This episode highlights the need for airports to prioritise accessibility and adopt universal design principles to create environments that are accessible for all people. Oliver and David take you through the 5 considerations to design a fully accessible and inclusive airport, and discuss how improving the experie...
Jun 03, 2024•22 min•Ep. 28
Join us on the CXD podcast as Oliver King and David Pinder discuss the future of passenger experience at airports. In this episode, we explore how major events like Covid-19 and innovations in technology have transformed the Aviation industry. Join us as we discuss the innovative technologies and solutions showcased at the Passenger Terminal Expo and how they are enhancing the future of a more human-centred, accessible and holistic approach to customer journey design. Download your copy of our P...
May 20, 2024•32 min•Ep. 27
Dive into the world of Customer Journey Design with CXD, the podcast from Engine Service Design. In this episode, Oliver King reveals how centring customers in every initiative can transform both customer satisfaction and operational performance. Discover the methodologies and tools that drive this essential transformation, making it a crucial tool for any organisation aiming to enhance their customer experience. Join us to see how Customer Journey Design functions as an indispensable operationa...
Apr 29, 2024•7 min•Ep. 26
Join us on CXD, the podcast from Engine Service Design, as we explore the creation of the "Concept-of-Experience," a strategic tool that outlines the future of customer interactions. In this episode, Oliver King details the journey from initial research and persona development to setting a visionary strategic direction. Discover how this critical tool not only aligns with business objectives but also galvanises stakeholder support, providing a robust framework for enhancing customer ex...
Apr 15, 2024•12 min•Ep. 25
Dive into the art of journey mapping with CXD, the podcast from Engine Service Design. This episode focuses on the As-Is Journey Map, a pivotal tool in designing services and experiences that resonate deeply with users. Journey mapping reveals the current state of user interactions, pinpointing pain points and moments of delight to inform future enhancements. By exploring the sequence of user steps and interactions, we uncover insights that drive empathetic, customer-centered design. Join us to ...
Apr 01, 2024•11 min
Explore the evolution of Journey Mapping, from its roots in cognitive psychology to its pivotal role in today's customer experience design. Discover how it shapes customer experiences, drives business strategy, and adapts to digital advancements. This episode unpacks the journey of Journey Mapping itself, revealing its impact on design, business, and the future of personalised customer experiences.
Mar 18, 2024•12 min
In this forward-thinking episode of CXD, Oliver King tackles the challenge many organisations face when shifting from a product-based to a customer-centred focus. As we navigate the complexities of service design and customer experience, Oliver emphasises the necessity of this profound shift to maintain relevance and competitiveness. Discover the signs that indicate a need for change, the consequences of resisting transformation, and the immense benefits of successful change management. Oliver s...
Mar 11, 2024•9 min
Tune in to CXD with Oliver King as we tackle the critical challenge of crafting distinction in services and experiences. In this episode, Oliver discusses the necessity of infusing your brand's unique identity into every facet of service design, transforming efficiency into emotionally resonant and memorable customer engagements. Learn about the common pitfalls in achieving distinctiveness and how they can dilute your brand’s identity and customer satisfaction. Oliver provides insights from ...
Mar 04, 2024•9 min
Join Oliver King on CXD as we dissect the challenge of embedding emotional connections within service design. In this tech-driven age, Oliver discusses the delicate balance between efficiency and emotion, and why mastering this balance is a key differentiator in the market. Learn about the signs that a service may be lacking in emotional depth and the risks of overlooking this crucial aspect. Oliver shares strategies from Engine's book, 'Customer Driven Transformation', for designing...
Feb 26, 2024•9 min
Dive into the art of decision-making with Oliver King on this episode of CXD, as we tackle the "Challenge of Fast and Slow." Understanding the balance between rapid action and careful deliberation is critical for today's businesses to thrive. Oliver reveals how a lack of balance can lead to disjointed customer experiences and a reactive rather than strategic approach to innovation. Learn about the key signs of imbalance in decision-making and the strategies needed to strike the per...
Feb 19, 2024•8 min
In this episode of CXD, Oliver King addresses the 'Challenge of Vision' and its pivotal role in service design within the digital age. Learn why a strong, clear vision is critical for organisations to innovate, adapt, and lead in their industries. Explore the signs that a company might lack this vision and the consequences of this absence on growth, culture, and customer satisfaction. Oliver discusses how a compelling vision can unify teams, streamline decision-making, and drive creativi...
Feb 12, 2024•8 min
Join Oliver King in this enlightening episode of CXD as he explores how service design helps shift organisations from 'Inside-Out' to 'Outside-In' thinking. Discover why prioritising customer needs is crucial in today's market and the risks of ignoring this approach. Oliver highlights the benefits of an 'Outside-In' perspective, such as improved customer understanding, colleague engagement and business innovation. This episode offers practical insights from Engine’s b...
Feb 05, 2024•8 min
Welcome to another episode of CXD, where we explore the world of design and customer experience. Today, we have a special guest, Ian Rabagliati, Director of Product and Customer Engagement at Eurotunnel LeShuttle.In this episode, Ian shares the unique story of LeShuttle, its challenges, and how they embarked on a transformative project. We delve into the stages of their customer experience program, challenges faced and milestones achieved. Ian also talks about the collaborative process and the p...
Jan 29, 2024•26 min
In this engaging episode of CXD, Oliver King, co-founder of Engine Service Design, takes you deeper into the world of Vision Wheels, a pivotal tool in designing exceptional services and experiences. This episode is particularly valuable if you want to understand how to effectively use a Vision Wheel in your service design projects. Oliver explains the role of the Vision Wheel as a 'North Star', guiding every stage of the project from concept to completion. He outlines its importance in s...
Jan 22, 2024•9 min
In this episode of CXD, hosted by Oliver King, co-founder of Engine Service Design, we delve into the practicalities of creating a Vision Wheel. This episode is a comprehensive guide on developing this strategic framework, a cornerstone in designing services and experiences that align with a Customer Experience Vision. Oliver walks you through the process, from conducting thorough research to synthesising insights into actionable principles and tactics. Learn the importance of defining clear pro...
Jan 15, 2024•12 min
Join Oliver King, co-founder of Engine Service Design, in this episode of CXD where we discuss Customer Experience Visions. This episode is your guide to understanding how to craft a vision that effectively combines technology, people, and environments into seamless experiences. Oliver delves into the 'Vision Wheel' concept, a powerful tool in Engine's methodology, illustrating its application through real-world examples, including a case study of 'Creating Happy Digital Homes...
Jan 08, 2024•12 min
Harness the Power of Personas in episode 3 of our podcast series. In this illuminating episode, we deep-dive into maximising the potential of customer personas. Discover how these dynamic tools stretch beyond design, influencing operations, marketing, and training. Within the design landscape, they illuminate ideation, shape future journeys, and refine concepts through testing. But their reach doesn't end there. Real-world examples from organisations like NASA, Siemens, P&G, and Dubai To...
Dec 11, 2023•11 min
Dive into the intricate art of crafting effective customer personas in our newest episode. We discuss common pitfalls organisations face when developing personas, from working off assumptions to neglecting those unlikely to engage with offerings. At Engine, we've refined a 5-step methodology to hone in on target personas: In-depth Research, Pattern Identification, Profiling, Attribute Development, and Rigorous Validation. We delve into each step's nitty-gritty, offering insights on best ...
Dec 04, 2023•11 min
