Episode 19: How to rebound from post-pandemic CX declines

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.

• Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker
• Guest: Chief Strategy Officer, VMLY&R - Ben Geheb
• Guest: Executive Director, Technology, VMLY&R - Martin Coady

We'd love to hear your feedback! Email the show: [email protected]. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx