Human Centered
At VML, it is our unique ability to integrate our BX, CX and Commerce practices - creating connected brands to drive growth - ultimately combining real customer benefits with a deep brand bond, consistently pushing to exceed customer expectations and deliver unique and generous experiences. On Human Centered, we explore how brands – both large and small – are creating meaningful customer experiences, and discuss how professionals like you can tap into industry best practices to create value and gain traction in transforming your business.
Episodes
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, an...
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 t...
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, Hea...
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, a...
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...
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 bey...
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 delive...
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...
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 pr...
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 comm...
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...
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 s...
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 innovat...
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 nat...
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, moti...
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 websit...
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 fru...
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 cruc...
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 br...
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 shape...
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