Designing Next

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The world is changing at a rapid pace, and consumer expectations are constantly evolving. As technology and AI plays a larger role in business and life, people are craving deeper human connections. In this podcast, we speak to experience design and innovation leaders about how they envision, design, and build new futures. We explore how they use human-centered design and service design to ensure the user voice is heard, orchestrate their operations, and successfully implement and measure the financial and human impact of these experiences.

Episodes

  1. 4h ago

    [RE-RELEASE] Creating a holistic view of the customer

    Originally released December 17, 2020 Guest Michael Hoffman Author Customer Worthy, Why and how everyone in your organization must Think Like a Customer Summary Michael Hoffman, author of the book Customer Worthy, joins Designing Next to talk about how organizations should approach thinking like a customer in 2021. In this episode, Michael speaks with Chad and Steve about developing a holistic definition of your customers across divisions and silos, the most significant ways he has seen COVID-19 impact customer experience, and how Michael sees the customer experience space evolving in the next 3-5 years. Show Details We can all agree that 2020 has been a year unlike any other. Currently (in December 2020), we’re looking at two divergent situations. On one hand, it’s concerning that COVID cases are currently spiking in many places across the country. But, as we recorded this episode, the first vaccine doses were being shipped and administered, bringing hope that we could be on a path that returns us to some sort of normalcy in 2021. Of course, none of us know what that might be and how it will affect our organizations, or how it will affect the customer experience we provide and the experiences we will be designing. In spite of these many unknowns, customer experience, experience design and innovation leaders need to forge on.  This episode's guest will share valuable insight around how leaders can approach 2021. Chad and Steve speak with Michael Hoffman, author, customer experience guru and customer technology futurist, and founder of the customer strategy and customer value firm ClientxClient. His book, Customer Worthy, Why and how everyone in your organization must Think Like a Customer, is the synthesis of his work with major brands, executive teams, and innovators where he honed the elements of the CxC Customer Experience Matrix presented in the book. That matrix provides companies with a converged strategic, financial and technologic framework centered on the customer. We’re going to talk a lot today about what CX framework and thinking like a customer will mean in 2021 and beyond. In this episode, Michael provides us all with a lot to consider moving into 2021. Look forward to hearing: How Michael’s CX matrix works across divisions and silos to develop a holistic view of the customer.  The most important Customer Experience impacts Michael has seen as a result of the COVID-19 pandemic.How Michael sees the customer experience space evolving over the next 3-5 years. It’s a great episode! Check it out. Note Link to download Michaels book, Customer Worthy, Why and how everyone in your organization must Think Like a Customer, and CX matrix: https://static1.squarespace.com/static/5ab103d3f79392e40afeab79/t/5d44a49b9b602f000121fc2e/1564779679788/Customer+Worthy+by+MR+Hoffman.pdf

    [RE-RELEASE] Creating a holistic view of the customer

  2. 1d ago

    [RE-RELEASE] What will the Experience Economy be in 2021?

    Originally released December 3, 2020 Guest B. Joseph Pine II Author The Experience Economy: Competing for Customer Time, Attention, and Money Summary B. Joseph Pine II, co-author of the pioneering book The Experience Economy, joins Designing Next to talk about what the experience economy means in these unique times. In this episode, Joe speaks with Chad & Steve about how organizations have adapted their experiences during the pandemic era, what hybrid digital and physical experiences could look like in the post-pandemic future, and why Joe believes that the transformation economy could eclipse the experience economy in the not-so-distant future.  Show Details The term “Experience Economy” entered the lexicon for many in 1998 when B. Joseph Pine II and James Gilmore wrote the article “Welcome to the Experience Economy” in the Harvard Business Review. They followed that up in 1999 with the book that many in the experience design world are familiar with - The Experience Economy: Work is a Theatre & Every Business a Stage. While over 20 years have passed since the publication of the book, it’s core tenants remain strong and continue to inspire and guide leaders across industries. In this episode of Designing Next, B. Joseph Pine II joins us to discuss what the experience economy means in these unique times.  In addition to The Experience Economy, Joe has co-authored three other books and is also a renowned speaker and consultant to Fortune 500 companies and entrepreneurial start-ups. He has addressed the World Economic Forum, the original TED conference, and the Consumer Electronics Show. He has been a Visiting Scholar with the MIT Design Lab and a Visiting Professor at the University of Amsterdam. He has also taught at Penn State, Duke Corporate Education, the University of Minnesota, and UCLA’s Anderson Graduate School of Management, and today is a Lecturer in Columbia University’s Master’s Program in Technology Management in the School of Professional Studies. Last year, Joe and James Gilmore re-released The Experience Economy with a brand-new preface, in which they make an even stronger case for experiences as the critical link between a company and its customers in an increasingly distractible and time-starved world.  In this episode, Joe shares thoughts and insights about the experience economy that are more relevant than ever. Look forward to hearing: Why experiences as an economic offering are not a fad, but a fundamental change in the fabric of the economy.Real-world examples of how some organizations have adapted their experience for the pandemic era. What hybrid digital and physical experiences might look like in a post-pandemic future. The important role that employee experience plays in the experience economy.  We’re thrilled that B. Joseph Pine II joined us on this episode to share his unique perspective. We’re sure you will enjoy it as well.

    [RE-RELEASE] What will the Experience Economy be in 2021?

  3. 2d ago

    [RE-RELEASE] The intersection of customer and employee experience analytics

    Originally released November 12, 2020 Guest Bill Staikos Head of Customer Experience Freddie Mac Summary Bill Staikos, Head of Customer Experience at Freddie Mac, joins Designing Next to talk to us about the relationship between customer and employee experience. In this episode, Bill speaks with Chad & Steve about the importance of breaking down silos to bring employee experience and customer experience leaders together, the most important CX and EX metrics that every experience leader should be monitoring, and how he ties CX and EX data to business and financial metrics in a meaningful way.    Show Details The idea of aligning customer experience and employee experience has been a topic that has been discussed quite a bit over the last few years. But, what does it really mean to align the employee and customer experience? We all inherently know that if we have a superior employee experience, we’re much more likely to have a superior customer experience. After all, companies that lead in customer experience have 60% more engaged employees, and study after study has shown that investing in employee experience impacts the customer experience and can generate a high ROI for the company. We can all agree that sounds great, but for many the question is how do you operationalize it?  We try to answer that question in this episode. We’re joined by Bill Staikos, Head of Customer Experience at Freddie Mac and the host of the podcast Be Customer Led. Not only will we compare notes on hosting podcasts, but Bill is also going to share his knowledge and experience about aligning customer and employee experiences at large organizations.  Bill’s background has taken him to organizations such as Chase, Credit Suisse, and American Express and his experience includes research & insights, data & analytics, leading UX/Design, transformation, and developing products for operational leaders to help them make the right decision on how to improve the customer experience. He has a lot of insight to share. As you listen to this episode, look forward to learning: The importance of breaking down silos to bring employee experience and customer experience leaders together.The most important CX and EX metrics that every experience leader should be monitoring.How Bill ties CX and EX data to business and financial metrics in a meaningful way. Bill’s experience and strategic insights are incredibly valuable for all of us. We hope you enjoy the episode.

    [RE-RELEASE] The intersection of customer and employee experience analytics

  4. 3d ago

    [RE-RELEASE] Building a Start-up’s Customer Experience is a Creative Endeavor

    Originally released October 29, 2020 Guest Colin Crowley VP, Customer Experience Freshley Summary Colin Crowley, VP, Customer Experience at Freshly, joins Designing Next to talk to us about his experience building a customer experience infrastructure. In this episode, Colin speaks with Chad & Steve about the process he used to build a customer experience infrastructure within a start-up environment, the steps he and his team took to build and operationalize the five pillars of Freshly’s customer experience, and his approach to finding the right balance between AI, automation, and humanness in customer experience. Show Details When Colin Crowley joined Freshly as the VP of Customer Experience five years ago, he inherited a team of one. His first job was to build the infrastructure of Freshly’s customer experience capability. This job was not without its challenges - creating processes, procedures and a culture from scratch is never easy, and is even more difficult in a start-up environment. However, his effort has proven successful as Colin now leads a CX team of over 200. And Colin joins this episode of Designing Next to share his wisdom.  Colin’s path to Freshly has been a bit non-traditional. Before starting at Freshly, Colin started in the world of national security, serving as a researcher and editor at prestigious think-tanks in Washington D.C. He then transitioned to CX, spending six years working at the e-commerce giant TicketNetwork and finishing his time there as AVP of Consumer Transactions. Beyond that, Colin is also a produced playwright who has been recognized in over 50 national and international playwriting contests and whose plays have been performed/produced across the United States.  As you might imagine, we could speak to Colin about a multitude of subjects, but of course, we chose to really focus on his CX expertise in this episode. When you listen to this episode, you can look forward to learning:  How Colin approached building the infrastructure of Freshly’s CX effort in a start-up environment.How Colin and his team brought operations and customer experience together - so both groups could better serve their customers. How Colin starts with the customer when he integrates AI and automation into the customer experience.  Colin shares a lot of great ideas and insights in this episode. We hope you enjoy it.

    [RE-RELEASE] Building a Start-up’s Customer Experience is a Creative Endeavor

  5. 4d ago

    [RE-RELEASE] How DoorDash differentiates through customer experience

    Originally released October 15, 2020 Guest Anastasia Zdoroviak Director of Customer Experience DoorDash Summary Anastasia Zdoroviak, Director of Customer Experience at DoorDash, joins Designing Next to talk with us about DoorDash’s approach to developing and continuously improving a differentiated experience. In this episode, Anastasia speaks with Chad & Steve about how DoorDash manages the distinct experiences of its three key audiences (consumers, dashers, and merchants), how they measure the consumer journey and prioritize pain points, and how cross-functional teams design and implement solutions at a rapid pace. Show Details On-demand meal delivery is a relatively young concept. It has grown consistently in the last few years, but its growth has been tremendous in the last six months during the COVID-19 pandemic. The category has become a very competitive space, and as a result, customer experience is a very important differentiating factor. In this episode, we learn how DoorDash is approaching customer experience with their Director of Customer Experience, Anastasia Zdoroviak. Although many of us are consumers of on-demand delivery services like DoorDash, we may not stop to think about how the experience goes beyond customers like ourselves. The Dashers and merchants that DoorDash serves are key audiences as well, and as Anastasia shares with us, a change to one audience's journey often impacts every audience they serve. Anastasia also shares how DoorDash built their customer experience team, and how they work to understand and improve the journeys all of their audiences take.  When you listen to this episode, you can look forward to learning:  How DoorDash combines quantitative, qualitative, and behavioral data to better understand audience journeys.How DoorDash customer experience teams use human-centered design practices to rapidly innovate, design, test and roll out new experiences.How cross-functional teams across DoorDash collaborate as they continuously work to evolve the experience of all their audiences. Anastasia provides a lot of interesting insights throughout this episode. We hope you enjoy it.

    [RE-RELEASE] How DoorDash differentiates through customer experience

  6. 5d ago

    [RE-RELEASE] Mural's deliberate efforts to build culture in remote teams

    Originally released October 1, 2020 Guest Jim Kalbach Head of Customer Experience Mural Summary Jim Kalbach, Head of Customer Experience at Mural, joins Designing Next to talk with us about developing and maintaining a culture with remote and distributed teams. In this episode, Jim speaks with Chad & Steve about what the pandemic taught him and the team at Mural as their business grew quickly over the last six months, what organizations need to do to establish and maintain a culture in a remote work environment, and why remote teams can be just as effective - or even more effective - than in-person teams.  Show Details There has been a common theme in almost all of our episodes as we’ve discussed experience design, innovation and transformation - and that theme has been the importance of culture. As a lot of work has become remote as a result of the pandemic, building and maintaining culture has become an entirely new type of challenge for many of us - especially since it is so key to successful innovation and transformation efforts.  This episode’s guest, Jim Kalbach, brings a wealth of experience and expertise in managing remote teams to Designing Next. Jim is Head of Customer Experience for Mural, a cloud-based digital workspace for visual collaboration. Before Mural, Jim worked in various design-related consulting roles for large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citrix. He is also an accomplished author of three books on topics ranging from web design to journey mapping, with a fourth to be published soon. We could likely speak with Jim for hours across a range of subjects, but in this episode we focused on something that is relevant to so many of us during these times - building and maintaining a strong culture in remote environments. Jim started building and leading remote teams long before COVID-19 came along, so he has a lot of wisdom he can share with us.  When you listen to this episode, you can look forward to learning:  What the pandemic taught Jim and the team at Mural about their business as they grew so fast over the last six months.What organizations need to do to establish and maintain a culture in a remote or distributed work environment. Why Jim believes remote or distributed work can be just as effective or even more effective than in-person work.Why Jim doesn’t like the term “human resources.” Jim shared a lot of interesting thoughts and concepts in this episode. We hope you enjoy it.  Links Jim’s TEDX talk: Jazz improvisation for radical collaboration Jim’s books:  Designing Web Navigation: Optimizing the User Experience Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams The Jobs To Be Done Playbook: Align Your Markets, Organization, and Strategy Around Customer Needs

    [RE-RELEASE] Mural's deliberate efforts to build culture in remote teams

  7. 6d ago

    [RE-RELEASE] The Human Side of Transformation

    Originally released September 17, 2020 Guest Jennifer Ishiguro Vice President of Research, Experience Design and Service Excellence ATB Financial Summary Jennifer Ishiguro, Vice President of Research, Experience Design and Service Excellence at ATB Financial, joins Designing Next to talk with us about the role of humanness in digital transformation efforts. In this episode, Jennifer speaks to us about why most current approaches to transformation do more damage than good, the importance of understanding how motivations drive people and drive change in transformational efforts,  and why she believes we should eliminate the term “change management” from our vocabulary.  Show Details There are very few organizations in the world that have not attempted some form of digital transformation - it is an initiative that most of us have experience with. Yet, after 20+ years of digital transformation, many efforts still fail. Why is that? We explore that question in this episode of Designing Next with Jennifer Ishiguro, Vice President of Research, Experience Design and Service Excellence at ATB Financial. Jennifer’s background has been at the intersection of Digital, Design and Business for her entire career. As her graduate studies have added behavioural science to her expertise, her perspective on digital transformation has evolved. She has become even more focused on understanding how human-focused, behavioral approaches can not only help to drive business results, but connect with customers and team members alike. In this episode, we speak to Jen about her role at ATB Financial, and how she brings a human perspective to their transformation efforts.  When you listen to this episode, you can look forward to learning:  Why current approaches to transformation do more damage than goodThe importance of understanding how motivation drives people and drives change in transformational effortsWhy Jen believes we that the term “change management” doesn’t set the right tone for the humans who are part of transformation effortsWhy Jen prefers to use the term humility instead of empathy  Chad and Steve learned so much from Jennifer during this episode, and we know our listeners will as well.

    [RE-RELEASE] The Human Side of Transformation

  8. Jul 23

    [RE-RELEASE] How consumerism enhances a patient’s dignity

    Originally released September 3, 2020 Guest Rick Evans Senior Vice President & Chief Experience Officer NewYork-Presbyterian Summary The Designing Next podcast is taking some time off to start the year, so we’re sharing one of our favorite episodes from 2020. We’ll be back with new episodes soon! Please enjoy! Rick Evans, Senior Vice President & Chief Experience Officer at NewYork-Presbyterian, joins Designing Next for the conclusion of a two-part interview. In this episode, we shift our focus to the effect of consumerism on the patient experience. Look forward to hearing Rick discuss what he sees as the most important attributes of the modern healthcare CXO, the importance of the access to the patient experience and why delivering a strong patient experience requires organizations to break down silos to work together to deliver on patient and consumer needs.  Show Details The Designing Next podcast is taking some time off to start the year, so we’re sharing one of our favorite episodes from 2020. We’ll be back with new episodes soon! Please enjoy!- Steve & Chad In our last episode, we had a wide-ranging discussion with Rick Evans, Senior Vice President & Chief Experience Officer at NewYork-Presbyterian. We covered quite a bit of territory in that conversation, including building better cultures, scaling culture in large organizations and how Rick and the team at NewYork-Presbyterian navigated the unprecedented challenges of COVID-19.  In this episode, we dig into patient experience in the age of healthcare consumerism. As Rick was truly one of the first Chief Experience Officers in healthcare, he has a lot of perspective on the subject. As Rick shares with us, the patient experience extends far beyond the exam room or waiting room. From what it’s like to make an appointment at most hospital systems to understanding needs throughout the journey, we look at what makes up today’s patient experience from a holistic viewpoint.  We really enjoyed our time with Rick over these two episodes. In the second part of our interview, you can look forward to hearing:  How Rick sees consumer expectations evolving in healthcareThe role that access plays in customer and patient experience designWhat Rick believes are the most important attributes of the modern healthcare CXO We hope you enjoy this episode of Designing Next, and learn a bit too!

    [RE-RELEASE] How consumerism enhances a patient’s dignity

  9. Jul 22

    [RE-RELEASE] Building a values-based culture that withstands a pandemic

    Originally released August 20, 2020 Guest Rick Evans Senior Vice President & Chief Experience Officer NewYork-Presbyterian Summary Rick Evans, Senior Vice President & Chief Experience Officer at NewYork-Presbyterian, joins Designing Next for the first part of a two-part interview. In this episode, our focus will be on the role of culture in delivering employee, patient, and consumer experience. Look forward to hearing Rick discuss building and scaling out experience-focused cultures at large, multi-location organizations like NewYork-Presbyterian, as well as the role culture played as NYP navigated - and continues to navigate - the unprecedented crisis of COVID-19. Show Details Rick Evans started his career in the non-profit world before transitioning into patient and customer experience work - almost before the discipline existed! In his career, he has led patient experience at two of the country’s most recognized hospitals - NewYork-Presbyterian (NYP) and Mass General - and is considered one of the most influential and innovative leaders in the patient and staff experience space.  As you listen to this episode, which is part one of a two-part interview, you will be struck by Rick’s dedication to culture. When he rejoined NYP for the second time a few years ago, one of the first things he did was co-create a Respect Credo with leadership and staff. As you will hear in our interview, that Credo guides much of what Rick and the team at NYP does. It played an essential role as they navigated the unimaginable challenges of COVID-19 this past Spring. There is a lot we can all learn from Rick, which is why our conversation will last over two episodes. In this first part of our interview, you can look forward to learning:  The lessons Rick has learned from building and scaling out an experienced-focused culture at large, multi-location organizationsHow the Respect Credo guides team members of all levels at NewYork-PresbyterianThe role culture played as NYP navigated the unprecedented experience of COVID-19 We’ve been looking forward to our conversation with Rick since we launched the podcast. We hope you enjoy Rick sharing his experience and approach to culture - and we’re sure you’ll learn a bit too.

    [RE-RELEASE] Building a values-based culture that withstands a pandemic

  10. Jul 22

    [RE-RELEASE] Digital Transformation in the World of Finance

    Originally released August 6, 2020 Guest Brandi Overstreet, CCXP Sr. Manager and VP T. Rowe Price Central Services Summary Brandi Overstreet, Sr. Manager and VP at T. Rowe Price Central Services, joins Designing Next to discuss her role guiding product leadership initiatives and product development teams as they scale customer-centric and agile delivery practices at T. Rowe Price. In this episode, Brandi shares the learnings from setting up an innovation center separate from their main campus, how they scaled a new approach to innovation, how it has changed the way people work at T. Rowe Price and how being a DJ can prepare you for a career in Customer Experience.  Show Details T. Rowe Price is an 83-year old investment management firm based in Baltimore, MD that serves clients in 47 countries around the world.  In 2017, T. Rowe Price launched Innovation Centers in Baltimore, New York, and Maryland. All the Innovation Centers focused on bringing business and technology teams together to develop products in an agile approach, and the Maryland Innovation Center had an emphasis on client experience. Now, T. Rowe Price is working integrate and scale approaches from the Maryland Innovation Center into their full organization, and our guest this week, Brandi Overstreet, is guiding that process.  Brandi is a senior manager and VP at T. Rowe Price. She has been with the firm since 2007 and currently guides product leadership initiatives and product development teams as they scale customer-centric and agile delivery practices that were born out of the Maryland Innovation Center. Prior to this role, Brandi spent five years focused on defining strategy and executing programs to enhance the workplace retirement plan investor’s experience. We’re excited to speak with her to learn more about the process of integrating T. Rowe Price’s new practices from their off-campus Maryland Innovation Center into the broader organization.  When you listen to this episode, you can look forward to learning:  How T. Rowe Price approached the challenge of rolling out and scaling new approaches innovation at such a large organizationThe importance of bringing together cross-functional teams from the beginning of a project so they collaborate from end to endHow T. Rowe Price been able to keep the momentum around innovation during the COVID-19 Pandemic How being a DJ can prepare you for a career in Customer Experience We’re excited to share this episode of Designing Next with you. We hope you enjoy Brandi sharing her experience and perspective and that you gain interesting insights and contribute to your knowledge around innovation and experience design.

    [RE-RELEASE] Digital Transformation in the World of Finance

  11. Jul 13

    [RE-RELEASE] Standing up innovation in healthcare

    Originally released July 22, 2020 Guest Russ Maloney Director of Innovation Services Banner Health Summary Russ Maloney, Director of Innovation Services at Banner Health, joins episode one of Designing Next to talk about how he and his team have introduced innovation into Banner Health, a large health system with 28 hospitals and over 50,000 employees. In the episode, he shares the lessons he’s learned over the last few years, how they’ve introduced innovation into the culture, and what they are focusing on moving forward.  Details Banner Health is a large non-profit health system, with 28 hospitals and over 50,000 employees. About four years ago, the system amped up its innovation effort, creating several teams called Imaginariums, which were similar to incubators. The Imaginariums drew talent from Banner Health itself as well as the worlds of retail, start-ups, and design agencies. Last year, all of those teams came together to form Banner Innovation Group (BIG). In this episode, we speak with Russ Maloney, Director of Innovation Services at BIG. Russ has been with Banner Health since the launch of the Imaginariums and has a unique perspective on Banner Health’s innovation journey that he will share with us.  Both Steve and Chad know Russ well, as before he joined Banner Health, Russ was a co-founder of Cast & Hue and worked closely with Chad when he was the Chief Experience Officer at Nebraska Medicine. Russ is fascinated by knotty problems, emphatic ideas, hearty openness, and how they all converge in the healthcare environment. As a culture leader with Banner Innovation Group, Russ develops engagement models and tools from a foundation of empathy. He’s working toward a future healthcare system that is not only simpler, but more intuitively human. When you listen to this episode, you can look forward to learning:  The strategies and tactics that Russ and his team use to integrate innovation into the Banner Health cultureThe importance of listening to and collaborating with the audiences they are creating forThe role of openness and transparency in innovation We’re excited to share episode #1 of Designing Next and we hope you enjoy every minute of it!

    [RE-RELEASE] Standing up innovation in healthcare
  • 11 Episodes

About

The world is changing at a rapid pace, and consumer expectations are constantly evolving. As technology and AI plays a larger role in business and life, people are craving deeper human connections. In this podcast, we speak to experience design and innovation leaders about how they envision, design, and build new futures. We explore how they use human-centered design and service design to ensure the user voice is heard, orchestrate their operations, and successfully implement and measure the financial and human impact of these experiences.

Information

  • Creator
    Cast & Hue
  • Years Active
    2026
  • Episodes
    11
  • Rating
    Clean
  • Copyright
    © 2026 Cast & Hue