CXD: Customer Experience Design
Episodes
Ep49: Designing places: Where architecture meets experience
30 Oct 2025
Contributed by Lukas
How can architecture shape the way people feel in a destination?In this episode of the CXD Podcast, Oliver King is joined by Guy Hollaway, Principal P...
Ep48: Build It Like You Mean It: Turning Vision into Action in a Legacy Infrastructure World
17 Sep 2025
Contributed by Lukas
What does it really take to change when everything around you is built for yesterday?In this episode of the CXD Podcast, Oliver King is joined by Ian ...
Ep47: What retail can learn from the five-star lobby (pt.2)
06 Aug 2025
Contributed by Lukas
How do you transform a retail space into a destination that resonates emotionally with every visitor?In this episode, Oliver King continues his conver...
Ep46: What retail can learn from the five-star lobby
09 Jul 2025
Contributed by Lukas
What if your store felt more like a five-star hotel lobby?In this episode, Oliver King is joined by International Hotel, Retail and Real Estate Execut...
Ep45: Why the hardest part of leadership has nothing to do with strategy
11 Jun 2025
Contributed by Lukas
What does good leadership look like when everything’s changing?In this episode, Olly sits down with strategic leader, Gary Simpson, to talk about wh...
Ep44: Prove it or Lose it: The CX Case for Investment
28 May 2025
Contributed by Lukas
You can’t improve what you don’t measure - or what your organisation doesn’t value. In this episode of CXD, Oliver King sits down with aviation...
Ep43: Grace Under Pressure: Designing Passenger Experience Through Disruption
14 May 2025
Contributed by Lukas
What if the moments passengers remember most, are the ones when everything goes wrong?In this episode of CXD, Oliver King sits down with Engine’s De...
Ep42: Reimagining Shopping, Space and Experiences in Transit
29 Apr 2025
Contributed by Lukas
Airport retail isn't just about duty-free transactions, it's about transformation. In this episode, Oliver King is joined by Hugo Vanderschae...
Ep41: No More Queues, No More Excuses: The AI Revolution in CX
19 Mar 2025
Contributed by Lukas
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 a...
Ep 40: AI, Work and the Human Experience
26 Feb 2025
Contributed by Lukas
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 transform...
Ep 39: AI-Driven CX Design for a New Generation
05 Feb 2025
Contributed by Lukas
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 ...
Ep38: Making Travel Accessible to Everyone
17 Dec 2024
Contributed by Lukas
In episode 38 of the CXD podcast, Oliver King is joined by Jerry Angrave, Director and Founder of Empathyce and Chair of the Accessibility Advisory B...
Ep37: Designing Customer-Centric Railway Stations
27 Nov 2024
Contributed by Lukas
In episode 37 of the CXD Podcast, Oliver King is joined by Kim Quazi, Director of Architecture at Arup, as they explore the intersection of architectu...
Ep36: Reimagining Customer Experience in Railways
13 Nov 2024
Contributed by Lukas
In episode 36 of the CXD Podcast, Oliver King is joined by Engine's Laurie Jones and Tom Hoare to explore the intricacies of designing customer experi...
Ep 35: Designing Railways for Economic and Social Impact
29 Oct 2024
Contributed by Lukas
In episode 35 of the CXD Podcast, Oliver King is joined by Will Gallagher, Chief Strategy and Development Officer at East West Railway Company, to dis...
Ep 34: How Aviation Thinking Can Shape the Future of Railways
07 Oct 2024
Contributed by Lukas
In episode 34 of the CXD podcast, Oliver King is joined by Nik Lusardi, Design Director and Co-founder of Future Travel Studio, to discuss the evolvi...
Ep 33: Bringing User-Centred Design to Organisations
19 Aug 2024
Contributed by Lukas
In episode 33, Oliver King is joined by Jeanette Clement, Head of Service Design at BT Group, where they discuss the challenges and strategies of buil...
Ep32: The Impact of Consumer Endings
05 Aug 2024
Contributed by Lukas
In episode 32, Oliver King is joined by Joe Macleod, Head of Endineering to discuss the importance of designing consumer endings. Many businesses over...
Ep31: The Future of Airports: Prioritising the Passenger Experience
25 Jul 2024
Contributed by Lukas
In episode 31, the final in our mini aviation series, Oliver King is joined by Bryan Thompson, a seasoned leader in passenger experience with over 25+...
Ep30: Airports as Destinations: Enhancing Place through Travel
01 Jul 2024
Contributed by Lukas
In episode 30 of the CXD podcast, Olly is joined by James Samperi and David Pinder to discuss how airports are now being seen as destinations in their...
Ep 29: From the Ground Up: How Frontline Staff Enhance Passenger Experience
17 Jun 2024
Contributed by Lukas
In this episode of the CXD podcast, Oliver King is joined by Natasha Roberts, Senior Consultant at Engine, to discuss the changing roles of airport st...
Ep28: Making Airports Accessible for All: 5 Design Considerations
03 Jun 2024
Contributed by Lukas
In this second episode in our Aviation Series of the CXD podcast, Oliver King and David Pinder discuss the importance of accessibility and inclusivity...
Ep 27: Flying into the Future: Reimagining Passenger Experience
20 May 2024
Contributed by Lukas
Join us on the CXD podcast as Oliver King and David Pinder discuss the future of passenger experience at airports. In this episode, we explore how maj...
Ep 26: Customer Journey Design: An Operating System for Customer Experience
29 Apr 2024
Contributed by Lukas
Dive into the world of Customer Journey Design with CXD, the podcast from Engine Service Design. In this episode, Oliver King reveals how centring cus...
EP 25: Journey Maps: Creating a Concept of Experience
15 Apr 2024
Contributed by Lukas
Join us on CXD, the podcast from Engine Service Design, as we explore the creation of the "Concept-of-Experience," a strategic tool that out...
Ep 24: Exploring the As-Is Journey Map: A Foundation for Exceptional Experiences
01 Apr 2024
Contributed by Lukas
Dive into the art of journey mapping with CXD, the podcast from Engine Service Design. This episode focuses on the As-Is Journey Map, a pivotal tool i...
Ep 23: The Journey of the Journey Mapping: From Cognitive Psychology to Experience Design
18 Mar 2024
Contributed by Lukas
Explore the evolution of Journey Mapping, from its roots in cognitive psychology to its pivotal role in today's customer experience design. Discov...
Ep 22: Creating Change: Embracing Customer-Centric Transformation
11 Mar 2024
Contributed by Lukas
In this forward-thinking episode of CXD, Oliver King tackles the challenge many organisations face when shifting from a product-based to a customer-ce...
Ep 21: Crafting Uniqueness: Designing Distinctive Services
04 Mar 2024
Contributed by Lukas
Tune in to CXD with Oliver King as we tackle the critical challenge of crafting distinction in services and experiences. In this episode, Oliver discu...
Ep 20: Designing Emotion: Crafting Customer Connections through Service Design
26 Feb 2024
Contributed by Lukas
Join Oliver King on CXD as we dissect the challenge of embedding emotional connections within service design. In this tech-driven age, Oliver disc...
Ep 19: Decisive Pace: Mastering the Art of Fast & Slow through Service Design
19 Feb 2024
Contributed by Lukas
Dive into the art of decision-making with Oliver King on this episode of CXD, as we tackle the "Challenge of Fast and Slow." Understandi...
Ep 18: Crafting the Future: The Power of Vision in Service Design
12 Feb 2024
Contributed by Lukas
In this episode of CXD, Oliver King addresses the 'Challenge of Vision' and its pivotal role in service design within the digital age. Lea...
Ep 17: Transitioning to Customer-Centricity: Inside-Out to Outside-In
05 Feb 2024
Contributed by Lukas
Join Oliver King in this enlightening episode of CXD as he explores how service design helps shift organisations from 'Inside-Out' to 'Out...
Ep16: Designing a CX Vision with Ian Rabagliati from LeShuttle
29 Jan 2024
Contributed by Lukas
Welcome to another episode of CXD, where we explore the world of design and customer experience. Today, we have a special guest, Ian Rabagliati, Dir...
Ep15: Mastering the Use of Vision Wheels
22 Jan 2024
Contributed by Lukas
In this engaging episode of CXD, Oliver King, co-founder of Engine Service Design, takes you deeper into the world of Vision Wheels, a pivotal tool in...
Ep14: Building Your Vision Wheel
15 Jan 2024
Contributed by Lukas
In this episode of CXD, hosted by Oliver King, co-founder of Engine Service Design, we delve into the practicalities of creating a Vision Wheel. This ...
Ep13: Unveiling the Customer Experience Vision
08 Jan 2024
Contributed by Lukas
Join Oliver King, co-founder of Engine Service Design, in this episode of CXD where we discuss Customer Experience Visions. This episode is your guide...
Ep12: Utilising Personas
11 Dec 2023
Contributed by Lukas
Harness the Power of Personas in episode 3 of our podcast series. In this illuminating episode, we deep-dive into maximising the potential of customer...
Ep 11: Crafting Personas
04 Dec 2023
Contributed by Lukas
Dive into the intricate art of crafting effective customer personas in our newest episode. We discuss common pitfalls organisations face when developi...
Ep 10: Impactful Personas with Yasmin Ali from Majid Al-Futtaim
29 Nov 2023
Contributed by Lukas
Embark on a unique journey in episode 10 of our podcast where we introduce you to Yasmin from MAF (Majid Al Futtaim). We traverse through Yasmin's...
Ep 9: De-mystifying Personas
20 Nov 2023
Contributed by Lukas
Dive deep into the world of customer personas in our latest podcast episode. We debunk common misconceptions around what personas mean, demystify thei...
Ep 8: Assuring Quality in Experience Delivery
13 Nov 2023
Contributed by Lukas
Join host Oliver King as we navigate Delivery Quality and Assurance in our customer-centricity series. After exploring design insights from Starbucks,...
Ep 7: Crafting the Customer Experience through Design and Development
06 Nov 2023
Contributed by Lukas
Join Oliver King to explore designing standout customer journeys. Move from reactive approaches to proactive experiences, focusing on Customer Experie...
Ep 6: Understanding Customers and Their Worlds
30 Oct 2023
Contributed by Lukas
Join host Oliver King as he explores the essence of truly understanding customers. Journey from simply hearing them to co-creating future offerings. W...
Ep 5: Enabling Delivery for Great Customer Experience
23 Oct 2023
Contributed by Lukas
In this enlightening episode, Oliver King takes you on a journey to discover the essential attributes of delivering an exceptional customer experience...
Ep 2: Navigating Customer-Centricity with Hannah Richardson
20 Oct 2023
Contributed by Lukas
Join us as we dive into SIRVA's transformation towards customer-centricity. We'll delve into the key turning points that nudged SIRVA towards ...
Ep 4: Building a Customer-Centric Culture & Management
20 Oct 2023
Contributed by Lukas
Join Oliver King for a deep dive into 'Customer-Centric Culture & Management'. Today, we spotlight the four key attributes: Governance and...
Ep 3: Strategic Direction and Commitment
20 Oct 2023
Contributed by Lukas
In this episode, join Oliver King, as we dive deep into the essence of Strategic Direction and Commitment. We recap our inaugural episode on the pilla...
Ep 1: An Introduction to Customer Centricity
22 Sep 2023
Contributed by Lukas
Explore the transformative power of customer-centricity in our podcast series. Discover why placing customers at the heart of your business is pivotal...