Human Centered Experience

Hitesh
  • ٥٫٠ (١)
  • إدارة

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. ١ مايو

    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

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  2. ١٦ أبريل

    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

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  3. ٢ أبريل

    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

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  4. ٢٦ مارس

    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.

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  5. ١٢ مارس

    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

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  6. ٥ مارس

    EP11 - Supply Chain & CX

    The conversation explores the intersection of service design and supply chain logistics, emphasizing the impact on customer experience and loyalty. It highlights the shift from viewing logistics as a cost center to recognizing it as a critical touchpoint in the customer journey. The discussion delves into the strategies of companies like McMaster-Carr and Hilti, showcasing how they leverage logistics to enhance customer satisfaction and retention. Takeaways Efficiency in supply chain logistics is a crucial factor in customer retention.Transparency, streamlining, and time-to-value metrics are essential principles for bridging supply chain and customer experience.

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  7. ٢٦ فبراير

    EP10 - Service Design - The Invisible Architecture

    The conversation delves into the concept of service design, emphasizing its orchestration of touch points and the impact of broken processes on customer experiences. It explores the front stage and backstage of service design, mental models for service design, artifacts used in service design, and the future of service design as a primary brand differentiator. Takeaways Service design is the orchestration of all touch pointsBroken processes deliver broken experiencesSystems Thinking and Double diamond frameworksService Blueprint and SCIPAB artifacts

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  8. ١١ فبراير

    EP09 - The Invisible Handshake

    The conversation explores the shift from human-centered design to agentic commerce in 2026, emphasizing the impact of AI agents on user interfaces and the new rules for design and customer experience. Takeaways Agentic commerce is the new baseline in 2026Designing for logic and trust is crucial in the agentic world

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مشاهدة الكل (١٦)

حول

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

المعلومات

  • صناع العمل
    Hitesh
  • سنوات النشاط
    ٢٠٢٥ - ٢٠٢٦
  • الحلقات
    ١٦
  • التقييم
    ملائم
  • حقوق النشر
    © 2025 Hitesh
  • موقع البرنامج على الويب
    Human Centered Experience