by Engine Service Design
Welcome to CXD: Customer Experience Design, a podcast by Engine Service Design. We chat with design and customer experience leaders who blend people, tech, and environments to craft services, exceptional experiences, and remarkable destinations. Our talks dive into tackling challenges of innovation and sharing actionable advice and inspiring lessons.
Language
🇺🇲
Publishing Since
9/22/2023
Email Addresses
1 available
Phone Numbers
0 available
March 19, 2025
<p>Imagine a world where you never wait on hold again. Where AI handles the simple, and humans focus on the complex. That world isn’t coming—it’s already here. In episode 41 of the CXD Podcast, Oliver King is joined by Matt Baron, Founder & CEO of Avocado55 where they break down the real impact of agentic AI on customer service and how businesses must rethink their operating models. The future of CX is being rewritten—who will get it right?</p><p>Connect with Matt Baron - https://www.linkedin.com/in/matt-baron-6994469/ </p><p>Find out more about Avocado55 - https://avocado55.com/</p><p>Chapters</p><ul><li>03:20: The Capabilities of Agentic AI</li><li>10:21: Enhancing Human Interaction with AI</li><li>12:59: The Future of Customer Support Models</li><li>17:54: The Shift in Human Roles in Customer Service</li><li>20:35: Agentic AI in Customer Service</li><li>24:49: Navigating Risks and Ethical Considerations</li><li>30:12: Implementing Change: Strategies for Leaders</li><li>33:42: The Future of Customer Experience with AI</li></ul>
February 26, 2025
<p>In the 40th episode of the CXD podcast, Oliver King is joined by Stefan Moritz, Head of Innovation at Max Matthiessen where they explore the transformative impact of AI on the workplace, leadership and customer experiences.</p><p>Is AI a game-changer or cause for concern? They explore how AI can enhance human collaboration and innovation, but also the risks of automation overshadowing human connection.</p><p>Tune in as they discuss how organisations can strike the right balance between technology and human agency, and future-proof their strategies.</p><p>Join the conversation and discover what it really means to work, and lead, in the age of AI.</p><p>Connect with <a href="https://www.linkedin.com/in/stefanmoritz/" rel="noopener">Stefan Mortiz</a> and check out his <a href="https://www.stefan-moritz.com/" rel="noopener">website</a>. </p><p>Sign up to the Metaphor Club: </p><p>Metaphors shape how we see the world and drive action—think “our iceberg is melting.” Stefan has started The Metaphor Club to collect and share powerful metaphors that help us navigate change and inspire better futures. <a href="https://docs.google.com/forms/d/e/1FAIpQLSfmyT9Nqcz4lfZAr55hgGrwhiR0YqyJ5XHoCX2NzKI9QiFi_A/viewform">Sign up here to be part of the group.</a></p><p><br></p><p>Chapters:</p><ul> <li>01:44: AI's Impact on Work and Human Experience</li> <li>05:47: AI in the Workplace: Opportunities and Challenges</li> <li>11:22: Leadership in the Age of AI </li> <li>17:11: The Future of AI Interactions</li> <li>23:08: Legal and Ethical Considerations of AI in Work</li> <li>25:41: The Untapped Potential of Remote Work</li> <li>29:08: Balancing Automation and Human Connection</li> <li>39:55: Embracing AI with Human Agency</li></ul><p><br></p><p><br> </p>
February 5, 2025
<p>In episode 39 of the CXD podcast, Oliver King is joined by Innovation and Human-Centred AI-expert, Karolin Ahlqvist to explore customer experience in the AI era. They discuss designing to tackle information overload and human-AI collaboration to create better solutions. </p> <p>Connect with <a href="https://www.linkedin.com/in/karolin-ahlqvist/" rel="ugc noopener noreferrer" target="_blank">Karolin Ahlqvist</a>. </p> <p>Chapters:</p> <ul> <li>02:05: Customer Experience Needs of Organisations</li> <li>03:37: The Impact of Digital Dementia on Youth</li> <li>07:07 Designing for Neurodiversity </li> <li>09:47: AI Date Models and Climate Change </li> <li>12:47: AI's Role in Enhancing Customer Experience</li> <li>17:05: Implementing AI into the Workflow</li> <li>22:52: The Future of Work and AI Collaboration</li> </ul>
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