Episode 10: Driving CX through EX - How Company Culture Can Deliver True Business Value On 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 c...
Sep 28, 2021•29 min•Ep. 10
Episode 9: Designing the Future of Work On 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...
Aug 31, 2021•42 min•Ep. 9
Episode 8: Crafting a Strong Business Case for CX Transformation On 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...
Jul 20, 2021•26 min•Ep. 8
Episode 7: Guiding Principles to Build Great CX for Kids On 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, provid...
May 27, 2021•29 min•Ep. 7
Episode 6: Building Winning Experiences Through Bio-Centric Design On 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, w...
Apr 22, 2021•30 min•Ep. 6
Episode 5: Building a Framework for Inclusive Design & Experiences On 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 y...
Mar 31, 2021•34 min•Ep. 5
Episode 4: Transformative CX Through Diversity & Inclusion On 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 th...
Feb 24, 2021•41 min•Ep. 4
Episode 3: Mapping For the Future With Empathy On 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 mapp...
Jan 29, 2021•30 min•Ep. 3
Episode 2: Unmasking Commerce in The Experience Era On 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 Brunker Guests...
Dec 08, 2020•37 min•Ep. 2
-------- Episode 1: The Evolution of CX & Importance of Human Centered Design On 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 Brunker Guests: Jon Cook, Jeff Geheb We'd love to hear your f...
Nov 11, 2020•32 min•Ep. 1
