Experience by Design
Customer Experience Reckoning with Valerie Peck
In this episode of Experience by Design, we welcome Valerie Peck, a thought leader in customer experience (CX), to discuss the current state of CX and its challenges. Valerie shares her insights on whether companies truly care about their customers despite their vocal assurances. The conversation delves into the distinction between creating genuine experiences versus merely pushing products, and the risk of cutting experiential corners in the pursuit of profit. Throughout the discussion, Gary and Valerie emphasize the importance of balancing customer satisfaction with operational efficiency and the challenges CX professionals face in gaining leadership buy-in. They also touch upon the role of employee experience in enhancing customer service and the need for companies to empower their employees. Finally, we discuss the CX reckoning, and what CX means when done right.
Other episodes of this podcast
Experience by Design
Designing for Community with Mack Garrison
Experience by Design welcomes Mack Garrison to the studios to talk about the motivation behind Dash Studio, an animation studio that is powered by community. We talk about the moment that he knew he needed to design a better place to work, design an environment where creatives could be energized and not burned out, design with community partners to tell their stories, and design content that creates change. We also explore the main lessons that he learned from this journey, and how others can benefit from the power of community.
Experience by Design
The Harley-Davidson Experience with Ken Schmidt
On this episode of Experience by Design, we welcome brand master and motorcycle rider Ken Schmidt. Ken was the director of communications at Harley-Davidson, where he helped to oversee the company's turnaround and rebranding. We talk about the legacy of Harley-Davidson, and how it embraced a new direction while retaining its traditional vision. We explore the importance of voice of the customer in how the bikes were designed, and how that turned into the company's path to success. We discuss the importance of being inclusive in design in order to attract a broader customer base. And we talk about what happens when you buy a bike that is not fitted to your needs and identity.
Experience by Design
Engineering Customer Experiences with Michelle Spaul
On this episode of Experience by Design, we welcome Michelle Spaul to the studios. Michelle will tell you about how her varied interests drive her work. Coupled with her background in manufacturing systems engineering, she is well suited to capture a holistic understanding of what makes for a good customer experience. We talk about her start at Phillips, and her work with Rolls-Royce. We also talk about how listening to customers is vital to understanding how to improve experiences. She explains how there are listening outposts everywhere, if we only want to listen! And when we listen to feedback, we can't get defensive about it.
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