Navigating Customer Experience Insights from the 2023 Forrester CX Summit

08/03/23 • 35 min

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

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

Previous Episode

Innovating at the Intersection of CX & Commerce in Retail

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

Next Episode

Beyond Keywords: The Future of Search and AI in the Experience Era

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