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.
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.