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On this episode of Human Centered, host Nick Brunker visits with WPP Client Leader for Boots Lead & European CXO for VMLY&R, Karen Boswell, about journey mapping for the future and the importance of practicing true human empathy. Plus, they talk about how CX leaders should approach the delicate balance between technology and privacy when building meaningful customer experiences. And they chat about how practitioners can approach journey mapping for the future in a rapidly changing environment post-pandemic.
Show Notes
Episode 3: Mapping For the Future With Empathy
On this episode of Human Centered, host Nick Brunker visits with WPP Client Leader for Boots Lead & European CXO for VMLY&R, Karen Boswell, about journey mapping for the future and the importance of practicing true human empathy. Plus, they talk about how CX leaders should approach the delicate balance between technology and privacy when building meaningful customer experiences. And they chat about how practitioners can approach journey mapping for the future in a rapidly changing environment post-pandemic.
On this episode of Human Centered, host Nick Brunker visits with WPP Client Leader for Boots Lead & European CXO for VMLY&R, Karen Boswell, about journey mapping for the future and the importance of practicing true human empathy. Plus, they talk about how CX leaders should approach the delicate balance between technology and privacy when building meaningful customer experiences. And they chat about how practitioners can approach journey mapping for the future in a rapidly changing environment post-pandemic.
- Host: Director, Experience Strategy, VMLY&R - Nick Brunker
- Guest: WPP Client Leader for Boots Lead & European CXO for VMLY&R - Karen Boswell
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 & 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.
What is Human Centered?
At VML, it is our unique ability to integrate our BX, CX and Commerce practices - creating connected brands to drive growth - ultimately combining real customer benefits with a deep brand bond, consistently pushing to exceed customer expectations and deliver unique and generous experiences.
On Human Centered, we explore how brands – both large and small – are creating meaningful customer experiences, and discuss how professionals like you can tap into industry best practices to create value and gain traction in transforming your business.