Driving Great CX Through the Power of Iteration
On this episode of Human Centered, host Nick Brunker visits with VMLY&R's Chief Experience Design Officer, Kaleeta McDade. The duo talks about why (and how) CX leaders need to adopt an iterative approach when developing solutions. They also discuss how to successfully drive trust with clients and stakeholders despite ambiguity in today's market and rapidly evolving customer expectations. Plus, they explore several different places in history where technology moved faster than society.
Episode 21: Driving great CX through iteration
On this episode of Human Centered, host Nick Brunker visits with VMLY&R's Chief Experience Design Officer, Kaleeta McDade. The duo talks about why (and how) CX leaders need to adopt an iterative approach when developing solutions. They also discuss how to successfully drive trust with clients and stakeholders despite ambiguity in today's market and rapidly evolving customer expectations. Plus, they explore several different places in history where technology moved faster than society.
On this episode of Human Centered, host Nick Brunker visits with VMLY&R's Chief Experience Design Officer, Kaleeta McDade. The duo talks about why (and how) CX leaders need to adopt an iterative approach when developing solutions. They also discuss how to successfully drive trust with clients and stakeholders despite ambiguity in today's market and rapidly evolving customer expectations. Plus, they explore several different places in history where technology moved faster than society.
- Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
- Guest: Chief Experience Design Officer, VMLY&R - Kaleeta McDade
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.
