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Imagine a world where you never wait on hold again. Where AI handles the simple, and humans focus on the complex. That world isn’t coming—it’s already here. In episode 41 of the CXD Podcast, Oliver King is joined by Matt Baron, Founder & CEO of Avocado55 where they break down the real impact of agentic AI on customer service and how businesses must rethink their operating models. The future of CX is being rewritten—who will get it right?
Connect with Matt Baron - https://www.linkedin.com/in/matt-baron-6994469/
Find out more about Avocado55 - https://avocado55.com/
Chapters
03:20: The Capabilities of Agentic AI10:21: Enhancing Human Interaction with AI12:59: The Future of Customer Support Models17:54: The Shift in Human Roles in Customer Service20:35: Agentic AI in Customer Service24:49: Navigating Risks and Ethical Considerations30:12: Implementing Change: Strategies for Leaders33:42: The Future of Customer Experience with AI -
In the 40th episode of the CXD podcast, Oliver King is joined by Stefan Moritz, Head of Innovation at Max Matthiessen where they explore the transformative impact of AI on the workplace, leadership and customer experiences.
Is AI a game-changer or cause for concern? They explore how AI can enhance human collaboration and innovation, but also the risks of automation overshadowing human connection.
Tune in as they discuss how organisations can strike the right balance between technology and human agency, and future-proof their strategies.
Join the conversation and discover what it really means to work, and lead, in the age of AI.
Connect with Stefan Mortiz and check out his website.
Sign up to the Metaphor Club:
Metaphors shape how we see the world and drive action—think “our iceberg is melting.” Stefan has started The Metaphor Club to collect and share powerful metaphors that help us navigate change and inspire better futures. Sign up here to be part of the group.
Chapters:
01:44: AI's Impact on Work and Human Experience 05:47: AI in the Workplace: Opportunities and Challenges 11:22: Leadership in the Age of AI 17:11: The Future of AI Interactions 23:08: Legal and Ethical Considerations of AI in Work 25:41: The Untapped Potential of Remote Work 29:08: Balancing Automation and Human Connection 39:55: Embracing AI with Human Agency
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In episode 39 of the CXD podcast, Oliver King is joined by Innovation and Human-Centred AI-expert, Karolin Ahlqvist to explore customer experience in the AI era. They discuss designing to tackle information overload and human-AI collaboration to create better solutions.
Connect with Karolin Ahlqvist.
Chapters:
02:05: Customer Experience Needs of Organisations 03:37: The Impact of Digital Dementia on Youth 07:07 Designing for Neurodiversity 09:47: AI Date Models and Climate Change 12:47: AI's Role in Enhancing Customer Experience 17:05: Implementing AI into the Workflow 22:52: The Future of Work and AI Collaboration -
In episode 38 of the CXD podcast, Oliver King is joined by Jerry Angrave, Director and Founder of Empathyce and Chair of the Accessibility Advisory Board at Virgin Atlantic. They delve into the importance of accessibility in Customer Experience design, particularly in the aviation sector.
The conversation covers the evolution of accessibility awareness, the diverse needs of travellers, and the critical role of staff training and customer-centric approaches in enhancing accessibility. Jerry emphasizes the need for organizations to engage with customers and staff to identify barriers and improve the travel experience for everyone. They discuss the importance of understanding diverse personas, the dynamic nature of accessibility needs, and the role of empathy in enhancing passenger experiences. They explore how to measure accessibility effectively, the impact of technology, and the challenges faced by airport operations. The discussion also highlights best practices and inspirational examples from various organisations, emphasising the need for a holistic approach to accessibility that considers emotional responses and the importance of first-hand experiences.
Connect with Jerry Angrave.
Download your copy of our Passenger Experience Checklist here.
Chapters:
01:06: The Journey into Accessibility 04:14: Barriers in Accessibility 06:26: Understanding Diverse Needs in Accessibility 08:45: Customer-Centric Approaches to Accessibility 10:36: The Role of Staff 16:06: Practical Steps for Improving Accessibility 20:26: Understanding Personas in Accessibility 22:35: Measuring Accessibility: Metrics and Emotional Responses 29:40: Challenges in Airport Operations 31:40: The Role of Technology 34:14: Best Practices and Inspirational Examples 38:16: Actions to Takeaway -
In episode 37 of the CXD Podcast, Oliver King is joined by Kim Quazi, Director of Architecture at Arup, as they explore the intersection of architecture and customer experience in the context of railway stations. They discuss the importance of human connection in civic spaces and how station design has evolved over time. Kim emphasizes the need for a customer-centric approach in architecture, the significance of social value in railway investments, and the dual perspectives of inside-out and outside-in design methodologies. In this conversation, they discuss metrics for measuring architectural success and the impact of well-designed buildings on organizational culture. Kim emphasizes the need for sustainable design that allows for adaptability and longevity, while also advocating for a customer-centric approach in architecture.
Connect with Kim Quazi.
Download your copy of our Customer Experience Checklist for Rail here.
Chapters:
01:56: The Role of Architecture in Customer Experience 03:37: Human Connection and Civic Pride in Stations 05:38: What Does Good Station Design Look Like? 08:26: How You Talk About Customers 15:27: The Importance of Personas 18:38: The Role of Retail Within the Rail Environment 20:14: Rail's Role in Social Value 22:32: Inside-Out vs. Outside-In Design Approaches 25:12: Measuring Success in Architectural Design 28:22: The Impact of Architecture in Organisational Culture 31:02: Sustainable Design and Longevity 32:16: Customer-Centric Design in Various Contexts -
In episode 36 of the CXD Podcast, Oliver King is joined by Engine's Laurie Jones and Tom Hoare to explore the intricacies of designing customer experiences in the railway sector and envision a future where rail travel is seamless, personalized, and integrated with other modes of transport.
In this conversation, Olly, Tom, and Laurie discuss the future of train travel, focusing on innovative design, the evolving role of staff, and the importance of customer experience. They explore how technology can enhance comfort and personalization while emphasizing the need for human interaction in the rail industry. The discussion also covers practical advice for improving customer experience and the significance of agility and collaboration in addressing challenges within the industry.
Connect with Laurie Jones and Tom Hoare.
Download your copy of our Customer Experience Checklist for Rail here.
Chapters:
01:18: Getting Customers onto the Railway 06:08: The Future of Railways Stations 07:40: Overcoming Challenges in the Rail Experience 11:57: Complexities of Ticketing Systems 16:29: Looking to the Future of Rail Travel 23:01: The Human Element 26:44: Advice for Improving the Rail Customer Experience -
In episode 35 of the CXD Podcast, Oliver King is joined by Will Gallagher, Chief Strategy and Development Officer at East West Railway Company, to discuss the evolving ecosystem of customer experience in rail networks, focusing on the economic impact of rail connectivity, the challenges faced by the industry, and the need for a shift in organisational mindset. They explore the importance of integrating rail with other modes of transport, designing stations that serve community needs, and ensuring affordable travel options to drive economic growth. In this conversation, Olly and Will explore the critical importance of accessibility and inclusivity in rail design, the diverse needs of passengers, and the significance of customer experience in the rail industry. They explore how East West Rail is approaching these challenges by designing with customers in mind, utilising data and insights, and encouraging collaboration across teams.
Connect with Will Gallagher.
Download your copy of our Customer Experience Checklist for Rail here.
Chapters:
03:38: The Role of Rail in Economic Connectivity
06:10: Challenges Facing the Rail Industry
10:03: Integrating Rail with Other Modes of Transport
12.46: The Shift in Organisational Mindset for Rail Companies
13:31: Designing Stations for Community Impact
17:24: Affordable Rail Travel and Economic Growth
24:44: Designing for Accessibility and Inclusivity
29:14: The Importance of Customer Experience in Rail
35:55: Making a Case for Change
39:14: Establishing a Customer-Centric Governance
42:20: Envisioning a Frictionless Travel Experience
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In episode 34 of the CXD podcast, Oliver King is joined by Nik Lusardi, Design Director and Co-founder of Future Travel Studio, to discuss the evolving landscape of customer experience in the rail and aviation sectors, focusing on existing challenges and opportunities. During the conversation, they explore the impact of technology, customer needs, and the introduction of innovative products such as DreamSuite, which aims to enhance the travel experience. Tune in to discover more about the future of rail travel and the importance of adapting to changing customer experience and improving service delivery.
Connect with Nik Lusardi.
Discover more about DreamSuite here.
Download your copy of our Customer Experience Checklist for Rail here.
Chapters:
01:39: Customer Experience in Rail and Aviation 08:32: Understanding Customer Needs in Rail vs. Aviation 15:33: Innovations in Rail Customer Experience 18:43: Introducing DreamSuite: A New Product for Rail Travel 35:51: The Future of Rail Travel -
In episode 33, Oliver King is joined by Jeanette Clement, Head of Service Design at BT Group, where they discuss the challenges and strategies of building customer-centred design capabilities within organisations. They explore the role of service design in bringing about change and building customer experience capabilities. Jeanette shares her experience working in various sectors and highlights the importance of collaboration and convergence and the influence of service design on strategic thinking and decision-making within organisations. Tune in to discover the typical challenges and obstacles faced in implementing customer-centred design with advice on how to navigate them.
Connect with Jeanette Clement.
Chapters:
01:22: The Role of Service Design in Bringing About Change
04:15: Collaboration and Convergence in Service Design
04:49: Influencing Strategic Thinking and Decision-Making
06:39: Managing Opinions and Getting Clarity
11:32: Challenges and Obstacles in Implementing Customer-Centred Design
16:17: using a Structured Briefing System for Project Success
19:01: Identifying the Right Work
23:02: Prototyping a Future Vision
25:28: Balancing Fast and Slow
29:30: Developing User-Centred Approaches
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In episode 32, Oliver King is joined by Joe Macleod, Head of Endineering to discuss the importance of designing consumer endings. Many businesses overlook the end of the customer journey, which results in missed opportunities and negative impacts on brand equity. In this episode, Joe emphasizes the benefits of designing better endings for both consumers and brands, including increased consumer engagement and loyalty, as well as alignment with sustainability goals. Tune in to hear the negative consequences of ignoring endings and the need for businesses to design better off-boarding experiences. Joe shares two key tools for designing endings for businesses to create meaningful and satisfying closure for their customers.
Discover more about andend.
You can buy Ends and Endineering via the links below.
Ends. Ends. ebook - 25% off discount code: EB55V Endineering Endineering ebook - 25% off discount code: RN25WTo discover more about the Endineering course, click here.
25% off discount code: 25offendscohort
Connect with Joe Macleod.
Chapters:
00:57: Joe's Journey from UX Design to Designing Sustainable Experiences 03:16: Neglected Endings in Financial Services and Healthcare 08:02: Designing Better Endings for Increased Consumer Engagement 11:40: Aligning Endings with Sustainability Goals 18:40: Successful Examples of Designing Better Endings 20:27: How Businesses can Begin Designing Better Endings 21:56: The Impact of Transaction Models on Endings 32:17: The Negative Consequences of Ignoring Endings 36:15: Designing Better Off-boarding Experiences 37:07: Tools for Designing Endings: Types and Phases -
In episode 31, the final in our mini aviation series, Oliver King is joined by Bryan Thompson, a seasoned leader in passenger experience with over 25+ years of experience. Tune in to hear insights on the importance of passenger experience in airport operations and development and how it has evolved over time, shaping the airports of tomorrow. In this episode, Bryan stresses the value of collaboration and customer understanding in enhancing the airport experience, advocating for empathy and a holistic approach to decision-making, with advice for those embarking on the journey of enhancing passenger experience.
Download your copy of our Passenger Experience Strategy Checklist.
Chapters:
02:27: The Evolution of Passenger Experience in Aviation 05:07: The Role of Measurement and Standards in Passenger Experience 12:21: The Impact of Choice and Connectivity on Passenger Experience 17:07: The Future of Passenger Experience and the Role of Technology 27:48: The Changing Roles and Jobs within Airports 30:06: Designing Passenger Experience in a Multi-Stakeholder Environment 35:09: Collaboration and Understanding the Customer 35:55: Balancing Efficiency in Airport Processes 38:17: Challenges and Considerations in Master Planning 32:48: First Steps in Enhancing Passenger Experience -
In episode 30 of the CXD podcast, Olly is joined by James Samperi and David Pinder to discuss how airports are now being seen as destinations in their own right. The conversation covers the importance of customer experience in the design and development of airports and covers the challenges of designing and improving airports, whether it's a greenfield site or an existing operational airport, and how collaboration is vital. Tune in to discover more about the concept of an Experience Master Plan - an approach to planning and designing the target experience for passengers, considering various dimensions beyond the physical infrastructure - and bridging the gap between operational and infrastructure plans.
Download your copy of our Passenger Experience Strategy Checklist.
Chapters:
2:58: Customer experience in airport design 6:26: Airports as a destination 14:46: Designing for existing operational airport 20:17: The importance of collaboration in airport design 23:37: The success of Helsinki airport's collaboration 28:06: Sense of place 32:00: Bridging the gap: Operational and infrastructure plans 34:40: Understanding the experience master plan -
In this episode of the CXD podcast, Oliver King is joined by Natasha Roberts, Senior Consultant at Engine, to discuss the changing roles of airport staff, the impact of technology and the balance between human touch and automation. They discuss the evolution of frontline staff roles and the challenges and opportunities presented by the evolution, including the work environment and ongoing training opportunities.
Download your copy of our Passenger Experience Strategy Checklist.
Chapters:
01:39: The Evolution of Customer Experience in Aviation 02:40: Transforming Roles in Airport Staff 04:46: The Changing Landscape of Customer Support in Aviation 07:56: Evolving Staff Roles in the Airport Environment 11:06: Challenges and Opportunities in Airport Technology 19:17: Supportive Work Environments and Ongoing Training in Airports -
In this second episode in our Aviation Series of the CXD podcast, Oliver King and David Pinder discuss the importance of accessibility and inclusivity in airport passenger experiences. This episode highlights the need for airports to prioritise accessibility and adopt universal design principles to create environments that are accessible for all people. Oliver and David take you through the 5 considerations to design a fully accessible and inclusive airport, and discuss how improving the experience for passengers with disabilities also enhances the overall reputation of the airport and increases revenue opportunities.
Read our blog on Adapting Passenger Experience Strategies.
Download your copy of our Passenger Experience Strategy Checklist.
Chapters:
01:53 Accessibility in the Aviation Industry 04:22 Positive Changes in Accessibility 06:42 Importance of Accessibility and Inclusivity 08:52 Business Benefits of Accessibility 09:39 Considerations for Designing Accessible Airport Experiences 11:58 Adopting Universal Design Principles 14:53 Diverse Services & Amenities 16:22 Cultural Sensitivity in Airport Design 18:20 Creating Comfortable Sensory Experiences 19:58 Customer-Centered Approach -
Join us on the CXD podcast as Oliver King and David Pinder discuss the future of passenger experience at airports. In this episode, we explore how major events like Covid-19 and innovations in technology have transformed the Aviation industry. Join us as we discuss the innovative technologies and solutions showcased at the Passenger Terminal Expo and how they are enhancing the future of a more human-centred, accessible and holistic approach to customer journey design.Download your copy of our Passenger Experience Strategy Checklist:https://resources.engineservicedesign.com/passenger-experience-strategy-checklistProducts discussed: Vision Boxhttps://www.vision-box.com/Smart Depart Apphttps://smartdepart.de/ALIX™https://www.idemia.com/digital-luggage-tag-solutionChapters5:57: The Role of Regulation8:31: The Future of Airports12:01: Building Resilience13:48: Passenger Terminal Expo19:14: AI Optimisation and Biometrics22:16: Personalised and Configurable Experiences27:11: Designing a Holistic Customer JourneyContact us:https://resources.engineservicedesign.com/get-in-touchWebsite: https://engineservicedesign.com/LinkedIn: https://www.linkedin.com/company/engine-service-design/Instagram: https://www.instagram.com/engineservicedesign/
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Dive into the world of Customer Journey Design with CXD, the podcast from Engine Service Design. In this episode, Oliver King reveals how centring customers in every initiative can transform both customer satisfaction and operational performance. Discover the methodologies and tools that drive this essential transformation, making it a crucial tool for any organisation aiming to enhance their customer experience. Join us to see how Customer Journey Design functions as an indispensable operational system.
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Join us on CXD, the podcast from Engine Service Design, as we explore the creation of the "Concept-of-Experience," a strategic tool that outlines the future of customer interactions. In this episode, Oliver King details the journey from initial research and persona development to setting a visionary strategic direction. Discover how this critical tool not only aligns with business objectives but also galvanises stakeholder support, providing a robust framework for enhancing customer experiences and driving impactful change.
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Dive into the art of journey mapping with CXD, the podcast from Engine Service Design. This episode focuses on the As-Is Journey Map, a pivotal tool in designing services and experiences that resonate deeply with users. Journey mapping reveals the current state of user interactions, pinpointing pain points and moments of delight to inform future enhancements. By exploring the sequence of user steps and interactions, we uncover insights that drive empathetic, customer-centered design. Join us to learn how to craft these maps using a blend of research, technology, and collaborative insights, setting the stage for transformative service design. Discover the power of journey mapping to align teams, drive innovation, and deliver remarkable experiences that customers love.
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Explore the evolution of Journey Mapping, from its roots in cognitive psychology to its pivotal role in today's customer experience design. Discover how it shapes customer experiences, drives business strategy, and adapts to digital advancements. This episode unpacks the journey of Journey Mapping itself, revealing its impact on design, business, and the future of personalised customer experiences.
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In this forward-thinking episode of CXD, Oliver King tackles thechallenge many organisations face when shifting from a product-based to a customer-centred focus. As we navigate the complexities of service design and customer experience, Oliver emphasises the necessity of this profound shift to maintain relevance and competitiveness.
Discover the signs that indicate a need for change, the consequences of resisting transformation, and the immense benefits of successful change management. Oliver shares insights from Engine’s 'Customer Driven Transformation' on implementing strategies that effectively guide organisations through this change by realigning with customer values.
Listen in as CXD unpacks the power of a compelling vision to steerorganisational change, the innovative 'Think Like a Designer' mindset and the crucial conditions for effective transformation.
Join us for this episode to gain actionable strategies that ensure your services are customer-focused and your organisation is poised for continual innovation and growth.
For more resources and to dive deeper into the strategies discussed,click on the links below.
https://www.amazon.co.uk/Customer-Driven-Transformation-Design-led-Companies-Services/dp/0749483016/ref=sr_1_1?crid=1HZIUJS631TSL&keywords=customer+driven+transformation&qid=1706172684&sprefix=customer+driven+transformation%2Caps%2C65&sr=8-1
https://link.edgepilot.com/s/61715c9c/LiWVQLmcCUy3gsx90GNEGA?u=https://engineservicedesign.com/%23customer-driven-design
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