CXD: Customer Experience Design

Engine Service Design•podcasters.spotify.com

Welcome to CXD: Customer Experience Design, a podcast by Engine Service Design. We chat with design and customer experience leaders who blend people, tech, and environments to craft services, exceptional experiences, and remarkable destinations. Our talks dive into tackling challenges of innovation and sharing actionable advice and inspiring lessons.

Follow on

Episodes

Ep 10: Impactful Personas with Yasmin Ali from Majid Al-Futtaim

Embark on a unique journey in episode 10 of our podcast where we introduce you to Yasmin from MAF (Majid Al Futtaim). We traverse through Yasmin's journey, exploring her experiences in navigating the challenges and initiatives that led to the development and implementation of personas. Yasmin opens up about her collaborative adventures with Engine, revealing the intricacies and key learnings encountered along the way. She provides a candid look at the transformative power of personas, not on...

Nov 29, 2023•36 min

Ep 9: De-mystifying Personas

Dive deep into the world of customer personas in our latest podcast episode. We debunk common misconceptions around what personas mean, demystify their difference from customer segments, and emphasise their pivotal role in today's customer-centric strategies. Take a journey with us as we dissect the downfall of giants like Blockbuster, Kodak, and ToysRUs due to a lapse in customer understanding. We spotlight the transformative power of personas, showcasing how they humanise data and guide bu...

Nov 20, 2023•11 min

Ep 8: Assuring Quality in Experience Delivery

Join host Oliver King as we navigate Delivery Quality and Assurance in our customer-centricity series. After exploring design insights from Starbucks, Dyson, and IKEA, we now ask: "Are we tailoring experiences to customer needs?" Oliver charts the stages of customer-centric maturity, from disjointed beginnings to becoming industry leaders. Dive into the three pillars: Customer Journey Delivery, Channel Management, and Service Quality, drawing lessons from Disney's immersive touchpo...

Nov 13, 2023•10 min

Ep 7: Crafting the Customer Experience through Design and Development

Join Oliver King to explore designing standout customer journeys. Move from reactive approaches to proactive experiences, focusing on Customer Experience Design, Innovation, and Implementation. Learn from Starbucks' memorable moments, Dyson's innovation ethos, and IKEA’s efficient concept-to-product journey. Reflect: Are your designs impactful? Up next: Improving design quality for unparalleled customer experiences. Start your journey to customer-centricity with our free Customer-Centric...

Nov 06, 2023•7 min

Ep 6: Understanding Customers and Their Worlds

Join host Oliver King as he explores the essence of truly understanding customers. Journey from simply hearing them to co-creating future offerings. Witness LEGO’s community-driven products in Customer Knowledge and Airbnb's adaptability to market shifts. Through Measurement, observe how Zara uses data for an edge, and see Spotify's data-sharing to enhance user experiences. It's about syncing with customers and sharing insights. Up next: Crafting customer-first experiences through de...

Oct 30, 2023•8 min

Ep 5: Enabling Delivery for Great Customer Experience

In this enlightening episode, Oliver King takes you on a journey to discover the essential attributes of delivering an exceptional customer experience. Moving beyond conventional metrics, you'll uncover how market-leading companies empower their teams, employ top-tier technologies, and hone their business processes to guarantee a smooth customer journey. With real-world examples from industry giants like Apple and Spotify, Oliver showcases the actionable steps these brands adopt to consisten...

Oct 23, 2023•12 min

Ep 2: Navigating Customer-Centricity with Hannah Richardson

Join us as we dive into SIRVA's transformation towards customer-centricity. We'll delve into the key turning points that nudged SIRVA towards a customer-first approach and their decision to collaborate with Engine. We'll also provide a snapshot of the highs and lows from their partnership with Engine, followed by the tangible outcomes. Wrapping up the episode, we'll reflect on the challenges and benefits of embracing a customer-centric model and share some invaluable advice for o...

Oct 20, 2023•47 min•Season 1Ep. 2

Ep 4: Building a Customer-Centric Culture & Management

Join Oliver King for a deep dive into 'Customer-Centric Culture & Management'. Today, we spotlight the four key attributes: Governance and Management, The Right People, Learning Culture, and Colleague Engagement. Understand their role in embedding customers into a company's core. See how giants like Salesforce make customer-centricity their ethos, exemplified by their 'Trailblazer Community'. Assess: Is your business truly customer-focused? Stay tuned for more insights on...

Oct 20, 2023•14 min•Season 1Ep. 4

Ep 3: Strategic Direction and Commitment

In this episode, join Oliver King, as we dive deep into the essence of Strategic Direction and Commitment. We recap our inaugural episode on the pillars of customer experience maturity before plunging into the realms of leadership-backed visions, brand promises, and their profound impact on businesses, employees, and customers alike. Get inspired by Patagonia's mission-driven approach and understand why direction and commitment are paramount in a customer-centric strategy. Stay tuned for a s...

Oct 20, 2023•9 min•Season 1Ep. 3

Ep 1: An Introduction to Customer Centricity

Explore the transformative power of customer-centricity in our podcast series. Discover why placing customers at the heart of your business is pivotal in today's market. Through real-world examples like Netflix and Apple, understand how this strategy benefits not just businesses, but customers and employees too. We delve into the challenges and rewards, and unveil the six pillars defining customer-centric organisations. Ideal for entrepreneurs, CX professionals, or anyone curious about excep...

Sep 22, 2023•9 min•Season 1Ep. 1

← Prev