{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Human Centered","title":"The Extended Peak: Reimagining Holiday Season CX","html":"<iframe width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless src=\"https://share.transistor.fm/e/1cd96cb7\"></iframe>","width":"100%","height":180,"duration":2242,"description":"On this episode of Human Centered, host Nick Brunker, Group Director of Experience Strategy at VML, dives into the evolving landscape of holiday shopping just as Black Friday approaches. Joined by Michelle Baumann, VML's Chief Strategy Officer, they explore how brands are navigating what promises to be the most channel-diverse and technologically advanced shopping season yet.\nDiscover strategies for handling compressed commerce, leveraging social platforms for enhanced customer engagement, and maintaining service quality during high-volume periods. Michelle shares insights from VML's \"Power of Peak\" report, which highlights the transformation from a single-day shopping event to an extended season that reshapes customer expectations and behaviors.\nTune in to learn about managing AI-powered interactions, creating seamless omnichannel experiences, and optimizing mobile shopping. Whether you're a CX professional or a curious consumer, this episode offers valuable takeaways for delivering exceptional experiences during retail's most demanding season.\n🔗 Links & Resources:Power of Peak ReportConnect with Nick on X @nickbrunkerEmail us at humancentered@vml.com","thumbnail_url":"https://img.transistorcdn.com/V443RMEPfNrK7bVNTvqBPxRk-kEmAwH7LRPh34liEqI/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9zaG93/LzE2MTI4LzE3MDQ0/ODgzMjAtYXJ0d29y/ay5qcGc.webp","thumbnail_width":300,"thumbnail_height":300}