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

Episodes

  1. 4D AGO

    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

    8 min

  2. FEB 3

    EP08 - Beyond Surveys : AI-Driven Sentiment Analysis

    The conversation delves into the challenges of the legacy survey model, the benefits of aspect-based sentiment analysis, addressing negativity bias, emotional listening, mapping sentiment to service blueprints, and converting sentiment into financial metrics to justify CX budgets. Takeaways Legacy survey model is increasingly irrelevantAspect-based sentiment analysis provides nuance and contextNegativity bias in sentiment analysis can be addressed using techniques like SMOTESentiment data should be mapped to service blueprints for real impactConverting sentiment into financial metrics helps justify CX budgets #cx #customerexperience #customersurveys #customerfeedback #servicedesign #uxdesign #sentimentanalysis #ai

    9 min

  3. JAN 26

    EP07 - How Credit Card Companies Must Reinvent CX in the Age of Agentic AI

    The credit card industry is facing a significant shift from a passive extraction model to an active utility model. This shift is driven by the end of the inertia economy and the convergence of three forces that are dismantling it. The industry is now challenged to adapt to machine-to-machine interactions, a K-shaped consumer economy, and a trust crisis. Takeaways Inertia economy is endingThree converging forces dismantling the inertia economy Sources : Experian, Future of Fraud Forecast 2026 https://www.experian.com/thought-leadership/business/2026-future-of-fraud-forecast-infographic McKinsey & Company, The end of inertia: Agentic AI's disruption of retail and SME banking https://www.mckinsey.com/industries/financial-services/our-insights/the-end-of-inertia-agentic-ais-disruption-of-retail-and-sme-banking Moody's, Cyber Risk Outlook 2026 https://www.moodys.com/web/en/us/creditview/blog/digital-economy-2026.html Federal Reserve Bank of New York / LendingTree, 2026 Credit Card Debt Statistics https://www.lendingtree.com/credit-cards/study/credit-card-debt-statistics/ Deloitte, How banks can supercharge intelligent automation with agentic AI https://www.deloitte.com/us/en/insights/industry/financial-services/agentic-ai-banking.html Edgar, Dunn & Company, Agentic Commerce: The Future of Payments https://www.edgardunn.com/articles/agentic-commerce-the-future-of-payments #Fintech2026 #CustomerExperience #AgenticAI #CreditCards #FinancialInnovation #JDPower #Accenture #agenticecommerce #fintech #ai #cx

    10 min

  4. JAN 20

    EP06 - What happens when AI agents stop 'Impulse Buying'?

    The conversation explores the shift from the attention economy to the agentic economy, the impact of this shift on e-commerce platforms, strategic pillars for e-commerce platforms, and the new frontier of human-centered experience. It delves into the disruption of impulse buying and the B2B-fication of customer shopping, highlighting the fundamental restructuring of the buyer-seller relationship in the context of AI agents and non-human interactions. Takeaways Agentic economy disrupts impulse buyingB2B-fication of customer shoppingHow to plan for this future?

    11 min

  5. JAN 13

    EP05 - Monopoly of Misery : Why Government CX fails (and how to fix it)

    The conversation delves into the challenges of government customer experience (CX) and the structural issues that contribute to it. It also highlights the benchmark set by GDS and gov.uk, comparing it to the US model. Additionally, it outlines strategic pillars for improving government CX. Takeaways Government CX challengesGDS and gov.uk as a benchmark4 pillars to fix the issues

    9 min

  6. JAN 6

    EP04 - The Death of the Service Blueprint: Architecting Your Organization’s "Digital DNA"

    The conversation explores the concept of Customer Digital DNA and its impact on predictive CX measurement. It delves into the limitations of service blueprints, the transition to dynamic mapping, the role of emotional data, predictive CX measurement, sensitivity analysis, de-risking innovation, the politics of data integration, the need for a 360-degree view, and the importance of building digital empathy. Takeaways Digital DNAPredictive CX measurement

    10 min

  7. JAN 1

    EP03 - The American Express Paradox

    Why Your Best Customers Won’t Leave When You Raise Prices: The American Express Paradox American Express has successfully increased its annual fee to $895 by restructuring the value of its Platinum Card, creating a paradox where raising the price increases customer engagement and retention. This is achieved through forced habitual engagement, loss aversion, and a shadow retention layer. The lesson is that price is just a number, but value is a structure. Chapters 00:00 The American Express Paradox07:18 Shadow Retention Layer LinkedIn Article

    9 min

  8. 12/21/2025

    EP02 - Why Your Beautiful Customer Journey Map is Failing

    The conversation delves into the illusion of customer journey maps and the critical challenge of the fragmentation gap between front stage and backstage operations. It explores the failure of digital transformations, the evolution of financial services and tech, the importance of operational transformation, the shift from journey mapping to service blueprinting, the cultural shift and collaboration, and the reality of experience innovation. Takeaways Customer journey maps can be dangerous distractionsThe fragmentation gap between front stage and backstage operations is a critical challenge Chapters 00:00 Intro03:51 Fragmentation Gap08:41 Transforming processes for better experiences12:24 Bridging the gap13:27 Wrap-up

    15 min

  9. 12/19/2025

    EP01 - Netflix Didn’t Buy Content. They Bought a Failed Customer Experience.

    In the midst of a media acquisition war, Netflix and Paramount engage in a battle for dominance. The podcast delves into the deal structure, customer experience strategy, financial implications, regulatory concerns, and the impact of a UX monopoly on art and culture. Takeaways Netflix vs ParamountCustomer Experience Strategy

    9 min
  • 9 Episodes

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

Information