CXD: Customer Experience Design

Engine
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Welcome to CXD: Customer Experience Design, a podcast by Engine. We get you up close to the latest customer experience insights from the best, brightest industry trailblazers. Hear some big thinking, amazing success stories and actionable strategies. Tune in, be inspired, and start designing change today.

  1. 6 DE AGO.

    Ep47: What retail can learn from the five-star lobby (pt.2)

    How do you transform a retail space into a destination that resonates emotionally with every visitor? In this episode, Oliver King continues his conversation with Marco Nijhof, a visionary hotelier and retail executive. Together, they explore the actionable steps brands can take to rehearse emotion, build enchanted teams, and ensure their brand's soul is future-proof. Tune in to discover how to create unforgettable guest experiences that turn your store into a must-visit destination. Connect with Marco - https://www.linkedin.com/in/marco-p-nijhof-a2b22413/ Chapters:  00:00 - The Art of Luxury Experience Design00:49 - Multi-Sensory Retail Environments02:56 - Understanding Customer Journey Mapping07:07 - Emotional Connections in Retail11:11 - Rehearsing Emotion in Retail17:53 - Empowering Teams for Exceptional Service23:05 - The Cost of Inaction in Retail25:56 - Balancing Heritage and Innovation31:33 - The Future of Retail Leadership

    38min

  2. 9 DE JUL.

    Ep46: What retail can learn from the five-star lobby

    What if your store felt more like a five-star hotel lobby? In this episode, Oliver King is joined by International Hotel, Retail and Real Estate Executive, Marco Nijhof, to explore how retail can take cues from hospitality, blending emotion, experience, and a guest-first mindset to create spaces people want to return to. Connect with Marco - https://www.linkedin.com/in/marco-p-nijhof-a2b22413/ Chapters: 00:00 - The Evolution of Retail Experience02:35 - Rethinking Customer Engagement05:22 - Integrating Digital and Physical Experiences08:25 - The Role of Hospitality in Retail11:20 - Creating Emotional Connections14:18 - The Art of Welcoming Guests17:19 - Transforming Stores into Stories

    24min

  3. 11 DE JUN.

    Ep45: Why the hardest part of leadership has nothing to do with strategy

    What does good leadership look like when everything’s changing? In this episode, Olly sits down with strategic leader, Gary Simpson, to talk about what it really takes to lead in a world that doesn’t sit still. They unpack the tension between short-term wins and long-term vision, why clarity beats control, and how the best leaders create space for others to thrive. From futures thinking to B2G customer insight, Gary shares a fresh take on leadership that’s grounded in values, not vanity—and built for what’s next. Connect with Gary on LinkedIn; https://www.linkedin.com/in/gary~simpson/ Chapters:  00:00 Navigating Change in Leadership04:52 The Importance of Adaptability10:03 Understanding Customer Needs15:11 The Role of Integrity in Leadership19:55 Balancing Short-Term and Long-Term Goals25:05 Embracing a Growth Mindset29:53 Learning from Failure35:10 Final Thoughts on Leadership

    37min

  4. 28 DE MAI.

    Ep44: Prove it or Lose it: The CX Case for Investment

    You can’t improve what you don’t measure - or what your organisation doesn’t value.  In this episode of CXD, Oliver King sits down with aviation CX leader, Claire Donnellan, to talk about the pressures that shape the airport and airline experience, the gap between data and action and the commercial risks of viewing CX as just a ‘nice to have’.  Trying to drive change in aviation or a complex organisation? This one’s for you.  Connect with Claire Donnellan - https://www.linkedin.com/in/claire-donnellan-mba/ Chapters 00:00 The Challenge of Proving CX Value02:50 Understanding the Disconnect in CX Investment09:52 The Role of Data in Customer Experience12:16 Building Confidence in CX Initiatives20:54 The Importance of Small Experiments25:32 Aligning CX with Business Risks30:11 Facilitating Change in CX37:40 The Path to Strategic CX Leadership

    40min

  5. 14 DE MAI.

    Ep43: Grace Under Pressure: Designing Passenger Experience Through Disruption

    What if the moments passengers remember most, are the ones when everything goes wrong? In this episode of CXD, Oliver King sits down with Engine’s Design Director David Pinder to talk about designing for disruption in airports. They explore how pressure points—from flight delays to major incidents—can become defining moments for passenger experience. It’s a conversation about clear communication, empowered teams, and designing services that stay calm, considered and human—especially when the unexpected hits. Because the airports that plan for disruption? They’re the ones passengers come back to. Connect with David Pinder - https://www.linkedin.com/in/david-pinder-88828613/⁠ Chapters 00:10 - Introduction01:32 - Crisis Moments as Experience Opportunities05:07 - Empowering Staff for Better Passenger Care09:50 - Human-Centred Welfare During Disruption12:20 - Balancing Infrastructure Development and Passenger Experience17:20 - Preparing for the Unexpected23:30 - Effective Communication During Disruption28:39 - Final Thoughts on Designing for Disruption

    33min

  6. 29 DE ABR.

    Ep42: Reimagining Shopping, Space and Experiences in Transit

    Airport retail isn't just about duty-free transactions, it's about transformation.  In this episode, Oliver King is joined by Hugo Vanderschaegh, Managing Partner of Altavia Travel Retail, to explore how airports can create experience-led spaces and drive commercial success. From personalisation and pre-trip engagement to local products and a stronger sense of place, they unpack what it takes to turn terminals into destinations passengers enjoy.  Connect with Hugo - https://www.linkedin.com/in/hugo-vanderschaegh-9a9597b/ Find out more about Altavia Travel Retail - https://altavia-travelretail.com/ Chapters 02:40: The Transformation of Duty-Free Shopping07:09: Opportunities in Travel Retail 14:30: Personalisation in Travel Retail16:14: Future trends in Travel Retail 18:48: Creating Unique Airport Experiences22:34: The Role of Airports in Cultural Connection 25:18: Sense of Place in Airport Design 28:26: Innovating Duty-Free Experiences 30:23: The Future of Travel Retail

    34min

  7. 19 DE MAR.

    Ep41: No More Queues, No More Excuses: The AI Revolution in CX

    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

    36min

  8. 26 DE FEV.

    Ep 40: AI, Work and the Human Experience

    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

    42min
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Sobre

Welcome to CXD: Customer Experience Design, a podcast by Engine. We get you up close to the latest customer experience insights from the best, brightest industry trailblazers. Hear some big thinking, amazing success stories and actionable strategies. Tune in, be inspired, and start designing change today.

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