On 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 insight...
Jul 17, 2025•45 min•Ep. 40
On 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," whe...
Jun 11, 2025•54 min•Ep. 39
On 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 ans...
Apr 10, 2025•40 min•Ep. 38
On 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 worl...
Feb 25, 2025•45 min•Ep. 37
On 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 expl...
Jan 18, 2025•36 min•Ep. 36
In 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 heal...
Dec 30, 2024•32 min•Ep. 35
On 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 m...
Nov 25, 2024•37 min•Ep. 34
In 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, an...
Aug 15, 2024•31 min•Ep. 33
In 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 Bran...
Apr 29, 2024•32 min•Ep. 32
In 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 impo...
Mar 04, 2024•42 min•Ep. 31
On 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. Fina...
Jan 10, 2024•33 min•Ep. 30
Episode 29: Beyond Keywords - Unlocking Employee Potential: A Human-Centered Approach to Learning and Growth On 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 ...
Dec 04, 2023•38 min•Ep. 29
Episode 28: Beyond Keywords: The Future of Search and AI in the Experience Era On 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...
Oct 25, 2023•31 min•Ep. 28
Episode 27: Navigating Customer Experience Insights from the 2023 Forrester CX Summit On 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 organi...
Aug 03, 2023•36 min•Ep. 27
Episode 26: Innovating at the Intersection of CX & Commerce in Retail On 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 co...
Jun 06, 2023•32 min•Ep. 26
Episode 25: Why Experience Brands Are Rethinking Loyalty On 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 & g...
May 15, 2023•33 min•Ep. 25
Episode 24: Humanized Commerce – Driving Brand Purpose in a Digital World On 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 ...
Mar 14, 2023•31 min•Ep. 24
Episode 23: Breaking down CES 2023 - How AI is impacting the future of CX On 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...
Feb 09, 2023•28 min•Ep. 23
Episode 22: Predicting What's Ahead for CX in 2023 On 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 ...
Dec 19, 2022•29 min•Ep. 22
Episode 21: Driving great CX through iteration On 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 whe...
Nov 07, 2022•32 min•Ep. 21
Episode 20: Why the Experience Has Become the Brand On 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 sam...
Sep 08, 2022•29 min•Ep. 20
Episode 19: How to rebound from post-pandemic CX declines On 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 ca...
Aug 10, 2022•26 min•Ep. 19
Episode 18: Driving B2B Transformation Through Smart CX On 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 e...
May 23, 2022•26 min•Ep. 18
Episode 17: Human Centered - On Location at SXSW 2022 - Recap On 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 mor...
Mar 18, 2022•35 min•Ep. 17
Episode 16: Human Centered - On Location at SXSW 2022 - Day 4 On 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...
Mar 15, 2022•22 min•Ep. 16
Episode 15: Human Centered - On Location at SXSW 2022 - Day 3 On 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 inte...
Mar 14, 2022•31 min•Ep. 15
Episode 14: Human Centered - On Location at SXSW 2022 - Day 2 On 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 ...
Mar 13, 2022•32 min•Ep. 14
Episode 13: Human Centered - On Location at SXSW 2022 - Day 1 On 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: Grou...
Mar 12, 2022•18 min•Ep. 13
Episode 12: CES 2022 - How (and why) the world's largest technology expo is getting more human On 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 focus...
Jan 27, 2022•37 min•Ep. 12
Episode 11: The Importance (and Challenge) of Delivering Ethical CX On 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...
Nov 04, 2021•25 min•Ep. 11
