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 health/wellness industry. Whether you're a brand leader, CX practitioner, or technology enthusiast, this forward-looking discussion offers valuable insights on navigating the rapidly evolving landscape of customer experience in the year ahead.

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 maintaining service quality during high-volume periods. Michelle shares insights from VML's "Power of Peak" report, which highlights the transformation from a single-day shopping event to an extended season that reshapes customer expectations and behaviors.

Tune in to learn about managing AI-powered interactions, creating seamless omnichannel experiences, and optimizing mobile shopping. Whether you're a CX professional or a curious consumer, this episode offers valuable takeaways for delivering exceptional experiences during retail's most demanding season.

🔗 Links & Resources:

• Power of Peak Report
• Connect with Nick on X @nickbrunker
• Email us at [email protected]

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, and the importance of aligning objectives and accountability in modern CX practices.

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 Brands can Navigate the Era of Quantum Commerce
• Tomorrow's Commerce is Here Today for Disruptor Brands
• As the Cookie Crumbles - There is New Value in Commerce for Both Marketers & Consumers
• The Consumer is the Product and Other Marketing Truths

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 importance of employee engagement, motivation, and well-being in building successful companies and brands. Listen in as they discuss tangible steps leaders can take to enhance these elements and the consequences of not addressing these issues in today's dynamic work environment.

• Host: Group Director, Experience Strategy, VML - Nick Brunker
• Co-Host: CXO EMEA, VML - Karen Boswell
• Guest: Director, Digital and Creative Operations adam&eveDDB - Marci Le Gaufey
• Guest: Certified Business Psychologist, Liminal Store - Ed Beard
• Guest: Global Managing Director, Tech & Innovation at The Talent Business - Andy Wardlaw

We'd love to hear your feedback! Email the show: [email protected]. To learn more about the CX practice at VML, visit vml.com

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. Finally, they discuss how physical and psychological artifacts shape organizational culture and inclusivity.

Read Karen's full article about featuring her "24 Ponderings for 2024" here.

• Host: Group Director, Experience Strategy, VML - Nick Brunker
• Guest: Chief Experience Officer, VML EMEA - Karen Boswell

We'd love to hear your feedback! Email the show: [email protected]. To learn more about the CX practice at VML, visit vml.com/cx

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 her thoughts on the psychology behind work, the significance of cultivating a learning and growth culture, and strategies for tackling the challenges presented by the hybrid workplace.

• Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
• Guests: Executive Director of Learning, Growth and Experiences - Loren Blandon

We'd love to hear your feedback! Email the show: [email protected]. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx

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 democratized, the game is changing. Heather helps us understand how we got here, the implications of the change, and what CX experts need to be thinking about to adapt. From sequential connected queries to predictive search, we dive into how evolving technologies are changing the landscape and what it means for brands, marketers, and businesses. Join us as we explore the impact of AI on our world and how to create a more streamlined, integrated search experience in an increasingly fragmented search world.

• Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
• Guests: Chief Discoverability Officer - Heather Physioc

We'd love to hear your feedback! Email the show: [email protected]. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx

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 organizational alignment in achieving CX excellence... and why it's a necessity to bring marketing and sales teams together in a cohesive and impactful way.

• Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
• Guests: 
  • Global Executive Director Growth & Innovation, VMLY&R Chief Strategy Officer - Ben Geheb
  • Executive Director, Technology, VMLY&R - Martin Coady

We'd love to hear your feedback! Email the show: [email protected]. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx

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 commerce intersect, and how this convergence is reshaping the retail industry. Plus, Charlie shares several key themes he heard during his visit to this year's World Retail Congress.

• Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
• Guest: Global Executive Director Growth & Innovation, VMLY&R Commerce  - Charlie Wade

We'd love to hear your feedback! Email the show: [email protected]. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx