In this episode of the Product Coalition podcast, Jay Stansell engages with Simon Robinson, CEO of Holonomics, to explore the intricacies of customer experience design. They discuss the importance of embedding customer-centric strategies within organizations, the role of leadership in fostering authenticity, and the challenges designers face in creating emotionally resonant experiences. Simon shares insights from his extensive career, emphasizing the need for a holistic understanding of the customer lifecycle and the significance of soul in branding. The conversation also touches on the future of customer experience in an AI-driven world, advocating for transparency and the integration of universal human values.

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Takeaways

* Customer experience design is crucial for organizational success.

* The customer lifecycle should be central to business strategy.

* Leadership plays a vital role in fostering a customer-centric culture.

* Authenticity in branding is essential for connecting with customers.

* Emotional resonance in design can be challenging but necessary.

* Contextual inquiry provides deeper insights into customer experiences.

* Scaling customer understanding requires organizational buy-in.

* Universal human values should guide customer experience initiatives.

* Tactical steps can help embed customer lifecycle thinking across teams.

* The future of customer experience must prioritize transparency in AI.

Chapters

* 00:00 Introduction to Customer Experience Design

* 01:57 Simon Robinson's Journey in Customer Experience

* 04:16 The Importance of Customer Lifecycle in Strategy

* 08:25 Understanding Brand Soul and Authenticity

* 10:15 Leadership's Role in Customer Experience

* 17:04 Tactical Steps for Embedding Customer Lifecycle

* 20:15 Challenges in Incorporating Emotion in Design

* 24:35 The Need for Contextual Inquiry in Understanding Customers

* 26:02 Scaling Customer Understanding Across Organizations

* 29:10 Ensuring Authenticity in Customer Experience

* 32:18 The Future of Customer Experience in an AI World

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