In an era of high customer expectations, a great app or website is no longer enough. Success demands a seamless, consistent experience across every single touchpoint. But why do so many organizations still struggle with disconnected channels, treating their mobile, web, and in-store experiences as separate entities?

On this episode, host Nick Brunker is joined by Erik Haines, Managing Director of Technology, Mobile Apps, and Product Management at VML, to discuss why businesses can no longer afford to operate in silos. Erik breaks down the critical need for a unified product strategy, explaining how to shift from a channel-first to a customer-first mindset.

In this episode, you'll learn:

• The three main reasons organizations fail to connect their customer experiences: organizational structure, legacy tech, and misaligned incentives.
• How to use mobile as the "remote control" for the entire customer relationship.
• Practical steps for mapping the customer journey and using data holistically to create personalized, real-time interactions.
• The crucial role of leadership in breaking down internal barriers and fostering a culture of cross-functional collaboration.

Read more from Erik on the subject with our friends at BottleRocket, here.

How is creative effectiveness being redefined in a world powered by first-party data and retail media? In this episode, Nick Brunker is joined by Mari Sokolowski, Performance Marketing Personalization Lead at Haleon, to explore the evolution of creative from a static asset to a living, dynamic system. They discuss how brands are adapting to retailers becoming powerful media companies, the mindset marketers need to bridge the gap between art and the algorithm, and the importance of balancing short-term performance with long-term brand love to create experiences that feel like a service, not a sell.

The game has changed. For over a decade, marketers mastered the art of climbing Google's rankings. But with the rise of AI Overviews and conversational search, the classic "10 blue links" are fading. We're in a new era where answers are synthesized and clicks are no longer the primary goal.

How can brands survive ...and thrive... in this new landscape? Host Nick Brunker welcomes back VML's Chief Discoverability Officer, Heather Physioc, who is on the front lines guiding global brands through this evolution.

In this episode, you'll learn:

• The End of an Era: What Google's AI Overviews and AI Mode mean for the future of search.
• The "Zero-Click" Threat: Why website traffic is declining and how to adapt your measurement strategy when clicks and rankings are no longer the key metrics.
• Becoming the Source: Practical steps to build authority and create content that AI engines will trust and cite.
• The Marketer's Playbook: A three-part plan for what to do immediately, what to test in the near term, and the strategic pivots to plan for long-term success in the age of AI.

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 insights from her career path, the importance of mission-driven storytelling, the challenges of navigating patient privacy in a data-driven world, and how her team works to bridge the digital front door with the in-person clinical experience to build community trust.

Connect with Jenny on LinkedIn and learn more about the great work she's doing with The Christ Hospital Network

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," where AI, data analytics, and automation are set to reshape how businesses anticipate and fulfill customer needs proactively. They discuss key pillars like hyper-personalization, AI-driven self-service, emotion and context recognition, "Invisible CX," and the critical importance of ethical considerations and trust in this new landscape. Tune in to understand how the lessons of the past are shaping a future where CX becomes more intuitive, efficient, and deeply human-centered.

You can read Nick Yecke's article, "Looking Back, Looking Forward," in eXp Magazine here, beginning on page 48.

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 answers in an AI world, and the imperative to ensure machines work for us rather than the reverse. This conversation challenges us to reimagine our relationship with technology and rediscover creativity's true purpose: improving people's lives rather than simply driving engagement metrics.

Also be sure to check out Jason's new podcast, The Opinion Party!

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 world. They discuss the changing expectations of consumers and the role of storytelling in the age of AI. Get ready to rethink the future of websites and how they'll shape the way we interact with brands online.

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 explores how brands can leverage these emerging technologies, the rise of local AI models, and what these developments mean for marketers and brands looking to create more meaningful consumer connections. Brian also shares insights on how companies can stay ahead of rapid technological change while maintaining authentic human connections in an increasingly AI-driven world.

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]