{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Human Centered","title":"Engineering the Fan Experience: How the Kansas City Chiefs Scaled CX Beyond the Stadium | Lara Krug","html":"","width":"100%","height":180,"duration":3468,"description":"Title: Engineering the Fan Experience: How the Kansas City Chiefs Scaled CX Beyond the Stadium | Lara Krug\nHost: Nick Brunker (Managing Director of Experience Strategy, VML)\nGuest: Lara Krug (EVP & Chief Media and Marketing Officer, Kansas City Chiefs; President & COO, Foolish Club Studios)\nOverview\n\nIn professional sports, customer experience faces a challenge unlike almost any other industry: you have more brand attention than virtually anyone on earth, yet zero control over the outcome of the core product on the field. How do you design an experience strategy that thrives through championship highs and rebuilding lows alike? And how do you scale that experience for the millions of fans who may never set foot inside your home stadium?\nIn this episode of Human Centered, host Nick Brunker sits down with Lara Krug—the first Chief Marketing Officer in Kansas City Chiefs history. Bringing an omnichannel brand perspective honed at L'Oréal and Anheuser-Busch, Lara reveals how the Chiefs engineered an end-to-end fan experience that bridges in-stadium tradition with global digital reach. She discusses how the organization redefined its customer segments—including a fanbase that is now over 57% female—the operational craft of live gameday CX, the strategic restraint required during historic cultural moments, and how content studios are redefining fan engagement outside the 60-minute game clock.\nKey Takeaways & Topics Covered:\n\nThe Sports CX Paradox: Why sports breaks conventional customer experience models—and how to build lasting emotional attachment when the core product (winning on the field) is inherently unpredictable.\nSegmenting the Modern Fan Base: Moving beyond the legacy season-ticket holder profile to design dedicated experience tracks for casual fans, millennial parents, youth audiences, and an audience that is now over 57% female.\nScaling Live Atmosphere to Digital Living Rooms: How the Chiefs productized their in-person tailgating culture into digital,...","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}