Human Centered Experience

Hitesh
  • 5.0 (1)
  • Management

Customer-driven strategy is core for all businesses but it seems we have forgotten that in the age of investor interests. This podcast is for us to bring us closer to customer/user experiences that engage, delight and make their lives easier and what does it take to operationalize such a strategy. Profits will follow. #cx #customerexperience #servicedesign #customerengagement #strategy #userexperience #digitaltransformation #businessexcellence #ai #design About the Author: I am a Customer Experience Strategist and author of the upcoming book on CX Strategy. I help organizations turn user experience into their primary engine for growth. Follow me for more insights on the intersection of design and business strategy. Connect with me on LinkedIn Ideas, Comments and Suggestions on hitesh.bagai@gmail.com

  1. 2d ago

    EP19 - The 2-Second Advantage and 3 CX Lessons from Formula1

    The conversation explores the insights from Formula One pit stops and how they relate to delivering a great customer experience. It highlights the three key lessons learned from pit stops and their application in business. Takeaways Systems thinking in pit stopsAlignment to a shared goalRelentless granular data for improvement This podcast is adapted from the concepts and frameworks mentioned in my book, CX First. You may grab a copy of CX First here https://a.co/d/08hRPo6I and https://a.co/d/00b5PN9V #cx #customerexperience #cxfirst #servicedesign #systemsthinking #formula1 #f1

    10 min

  2. 4d ago

    EP18 - CX First

    📗 CX First is here — and the eBook is just $1.99 until June 11th. Grab it now: https://a.co/d/0b0X9jUS In this episode, I share why most CX programs fail — and reveal the frameworks inside my new book that change the game. ───────────────────────────────────── 🎙 ABOUT THIS EPISODE ───────────────────────────────────── CX First — Customer Experience-led Business Transformation — launched on June 3rd, 2026. In this special book launch episode of Human-Centered Experience, I walk through the core argument of the book: why customer experience programs consistently fail to deliver lasting value, and what a systems-level alternative looks like. This isn't a tactics episode. It's a provocation — and an invitation. ───────────────────────────────────── 📌 WHAT YOU'LL HEAR ───────────────────────────────────── The paradox at the heart of most CX programsWhy I wrote this book after 20 years inside enterprise transformationWhy CX First is the definitive book for the age of AIThree fundamental failures killing customer experience todayA preview of the CX Strategy Cascade, the Experience Blueprint, and the Experience Helix™Book reveal + the $1.99 launch offer (ends June 11)Two real-world proof points from the fieldWho this book is for and how to get it ───────────────────────────────────── 📗 GET THE BOOK ───────────────────────────────────── 📍 Amazon (eBook + Hardcover): https://a.co/d/0eT9kpav ⏰ Launch offer: $1.99 eBook until June 11, 2026 only ───────────────────────────────────── 🔗 CONNECT ───────────────────────────────────── LinkedIn: linkedin.com/in/hiteshbagai Website : www.hiteshbagai.com ───────────────────────────────────── 🏷 TOPICS ───────────────────────────────────── #CXFirst #CustomerExperience #HumanCenteredExperience #CXLeadership #ServiceDesign #ExperienceDesign #BusinessTransformation #CXStrategy #DigitalTransformation #BookLaunch #Podcast #Leadership #CXBook2026

    11 min

  3. May 21

    EP17 - Your Customer isn't Your Consumer

    Hitesh introduces his upcoming book 'CX First' (more information on www.hiteshbagai.com) and discusses the difference between customer and consumer experience, emphasizing the impact of end user influence and the importance of the bridge between buying decision and daily reality. He also touches on the complexity in healthcare and pharma. Takeaways Customer vs. Consumer ExperienceThe Buyer User Divide Framework

    13 min

  4. May 1

    EP16 - The Experience Helix

    Customer satisfaction has long been measured as a lagging indicator, a retrospective score collected after the experience has already been delivered. By the time the data is analyzed and acted upon, the customer’s perception has been formed, the operational failure has occurred, and the opportunity for real-time intervention has passed. This whitepaper introduces the Experience Helix™, a proprietary framework that transforms the static layers of a traditional service blueprint into a dynamic, AI-powered knowledge graph (Customer Digital DNA or CX-DNA). Using Graph Neural Network (GNN) algorithms, the framework computes a Predictive Customer Experience Satisfaction Score (pCXSAT) in real time estimating the customer’s likely satisfaction during the interaction, not after it. The Experience Helix addresses five fundamental limitations of traditional CX measurement : 1. static snapshots that cannot keep pace with behavioral change 2. qualitative interpretation that cannot scale 3. inside-out perspective that misses the customer’s lived reality 4. siloed data that fragments the picture 5. reactive problem-solving that intervenes too late. Takeaways Experience HelixPredictive Customer Experience Satisfaction Score Register and get your own copy of whitepaper here : https://tinyurl.com/5n7vnurr Download the slideset here : https://tinyurl.com/443bm47p

    13 min

  5. Apr 16

    EP15 - Human is the new Luxury - The 2-tier CX Economy

    The conversation explores the shift in customer experience design, highlighting the increasing preference for human interaction over AI-driven services. It delves into the bifurcation of customer experience into two tiers based on economic status and the potential consequences of this divide. Takeaways Human interaction is valued over AI-driven servicesCustomer experience is bifurcating into two tiers based on economic status #cx #customerexperience #servicedesign #customerjourney #cxtransformation #ai #premiumization

    10 min

  6. Apr 2

    EP14 - Legal & CX

    The conversation explores the misalignment between legal and customer experience (CX) functions, highlighting the impact of legal language on customer trust. It delves into the Disney case as an example of legal and CX misalignment, discusses the impact of legal language on customer trust, introduces the Legal CX Alignment Matrix, and presents challenges and solutions for CX leaders in addressing legal and CX alignment. Takeaways Legal and CX alignmentImpact of legal language on customer trust

    10 min

  7. Mar 26

    EP13 - Digital Transformation & CX

    The conversation delves into the failure of corporate digital transformation to improve customer experience, using the example of Delta Airlines' IT meltdown. It explores the disconnect between technology investment and human readiness, the concept of CX Theater, and the urgent need to align strategy with frontline execution. Takeaways Digital transformation often fails to improve customer experience due to a disconnect between technology investment and human readiness.The concept of CX Theater highlights the illusion of operational competence created by sleek digital interfaces without addressing underlying operational inefficiencies.

    22 min

  8. Mar 12

    EP12 - Finance & CX

    The conversation explores the significant impact of finance decisions on customer experience and emphasizes the importance of integrating finance and CX. It presents case studies, a framework for integration, and highlights the future of customer experience and finance. Takeaways Finance decisions impact customer experienceFinance and CX integration is crucial

    18 min
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About

Customer-driven strategy is core for all businesses but it seems we have forgotten that in the age of investor interests. This podcast is for us to bring us closer to customer/user experiences that engage, delight and make their lives easier and what does it take to operationalize such a strategy. Profits will follow. #cx #customerexperience #servicedesign #customerengagement #strategy #userexperience #digitaltransformation #businessexcellence #ai #design About the Author: I am a Customer Experience Strategist and author of the upcoming book on CX Strategy. I help organizations turn user experience into their primary engine for growth. Follow me for more insights on the intersection of design and business strategy. Connect with me on LinkedIn Ideas, Comments and Suggestions on hitesh.bagai@gmail.com

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