How to rebound from post-pandemic CX declines
On this episode of Human Centered, host Nick Brunker chats with VMLY&R Chief Strategy Officer, Ben Geheb, and Executive Director Technology, Martin Coady about the main takeaways from this year's Forrester CX North America Summit in Nashville, Tennessee. This year's Forrester CX Index showed that overall experience quality has declined year-over-year in 13 industries. The trio discusses some of the key reasons why - and how leaders can work to reverse the trend. Plus, they examine why brand purpose, digital fluidity and employee experience will be increasingly crucial to deliver future-forward CX organizations.
Episode 19: How to rebound from post-pandemic CX declines
On this episode of Human Centered, host Nick Brunker chats with VMLY&R Chief Strategy Officer, Ben Geheb, and Executive Director Technology, Martin Coady about the main takeaways from this year's Forrester CX North America Summit in Nashville, Tennessee. This year's Forrester CX Index showed that overall experience quality has declined year-over-year in 13 industries. The trio discusses some of the key reasons why - and how leaders can work to reverse the trend. Plus, they examine why brand purpose, digital fluidity and employee experience will be increasingly crucial to deliver future-forward CX organizations.
On this episode of Human Centered, host Nick Brunker chats with VMLY&R Chief Strategy Officer, Ben Geheb, and Executive Director Technology, Martin Coady about the main takeaways from this year's Forrester CX North America Summit in Nashville, Tennessee. This year's Forrester CX Index showed that overall experience quality has declined year-over-year in 13 industries. The trio discusses some of the key reasons why - and how leaders can work to reverse the trend. Plus, they examine why brand purpose, digital fluidity and employee experience will be increasingly crucial to deliver future-forward CX organizations.
- Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
- Guest: Chief Strategy Officer, VMLY&R - Ben Geheb
- Guest: Executive Director, Technology, VMLY&R - Martin Coady
We'd love to hear your feedback! Email the show: humancentered@vmlyr.com. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx
Creators and Guests
Host
Nick Brunker
Nick is a Forrester CX-Certified professional with a versatile portfolio including more than a decade of discipline in human-centered experience strategy, insight-based digital transformation, eCommerce & omnichannel planning. As part of VMLY&R’s CX practice, Nick is responsible for cultivating a deep understanding of customer motivations and business needs to deliver best-in-class experiences for our clients – and, as importantly, the people they serve. He collaborates with senior leaders to drive strategic alignment, push thinking into action, and helps architect CX measurement frameworks to achieve customer and business objectives. Additionally, he is actively expanding the agency’s industry footprint through thought leadership and IP development. During his career, Nick has partnered with various Fortune 500 clients across numerous categories, including Ford Motor Company, Google, General Mills, Fifth Third Bank, and Southwest Airlines, among others. He and his wife, Abbey, reside in Cincinnati, Ohio, with their children Nolan, Emma & Ainsley, and their ten-year-old pup, Bailey.
