Hosted by Hitesh · 🇺🇸 US · EN · 17 episodes
Established thought leaders with verified media credentials.
Customer-driven strategy is core for all businesses but it seems we have forgotten that in the age of investor interests. This podcast is for us to bring us closer to customer/user experiences that engage, delight and make their lives easier and what does it take to operationalize such a strategy. Profits will follow. #cx #customerexperience #servicedesign #customerengagement #strategy #userexperience #digitaltransformation #businessexcellence #ai #design About the Author: I am a Customer Experience Strategist and author of the upcoming book on CX Strategy. I help organizations turn user experience into their primary engine for growth. Follow me for more insights on the intersection of design and business strategy. Connect with me on LinkedIn Ideas, Comments and Suggestions on hitesh.bagai@gmail.com
Hitesh hosts Human Centered Experience, a business show with 17 episodes published.
Hitesh introduces his upcoming book 'CX First' (more information on www.hiteshbagai.com) and discusses the difference between customer and consumer experience, emphasizing the impact of end user influence and the importa
Customer satisfaction has long been measured as a lagging indicator, a retrospective score collected after the experience has already been delivered. By the time the data is analyzed and acted upon, the customer’s percep
The conversation explores the shift in customer experience design, highlighting the increasing preference for human interaction over AI-driven services. It delves into the bifurcation of customer experience into two tier
The conversation explores the misalignment between legal and customer experience (CX) functions, highlighting the impact of legal language on customer trust. It delves into the Disney case as an example of legal and CX m
The conversation delves into the failure of corporate digital transformation to improve customer experience, using the example of Delta Airlines' IT meltdown. It explores the disconnect between technology investment and
The conversation explores the significant impact of finance decisions on customer experience and emphasizes the importance of integrating finance and CX. It presents case studies, a framework for integration, and highlig
The conversation explores the intersection of service design and supply chain logistics, emphasizing the impact on customer experience and loyalty. It highlights the shift from viewing logistics as a cost center to recog
The conversation delves into the concept of service design, emphasizing its orchestration of touch points and the impact of broken processes on customer experiences. It explores the front stage and backstage of service d
The conversation explores the shift from human-centered design to agentic commerce in 2026, emphasizing the impact of AI agents on user interfaces and the new rules for design and customer experience. Takeaways Agentic c
The conversation delves into the challenges of the legacy survey model, the benefits of aspect-based sentiment analysis, addressing negativity bias, emotional listening, mapping sentiment to service blueprints, and conve
The credit card industry is facing a significant shift from a passive extraction model to an active utility model. This shift is driven by the end of the inertia economy and the convergence of three forces that are disma
The conversation explores the shift from the attention economy to the agentic economy, the impact of this shift on e-commerce platforms, strategic pillars for e-commerce platforms, and the new frontier of human-centered
The conversation delves into the challenges of government customer experience (CX) and the structural issues that contribute to it. It also highlights the benchmark set by GDS and gov.uk, comparing it to the US model. Ad
The conversation explores the concept of Customer Digital DNA and its impact on predictive CX measurement. It delves into the limitations of service blueprints, the transition to dynamic mapping, the role of emotional da
Why Your Best Customers Won’t Leave When You Raise Prices: The American Express Paradox American Express has successfully increased its annual fee to $895 by restructuring the value of its Platinum Card, creating a parad
The conversation delves into the illusion of customer journey maps and the critical challenge of the fragmentation gap between front stage and backstage operations. It explores the failure of digital transformations, the
The podcast discusses the illusion of customer journey maps, the reality of operational plumbing, and the fragmentation gap in customer experience. It emphasizes the need to address foundational processes and systems, sh
In the midst of a media acquisition war, Netflix and Paramount engage in a battle for dominance. The podcast delves into the deal structure, customer experience strategy, financial implications, regulatory concerns, and
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Human Centered Experience is hosted by Hitesh. The show is categorised under business (management) and has published 17 episodes.
Human Centered Experience has published 17 episodes.
Human Centered Experience regularly covers business, management. It sits in the business category, with a management focus.
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Episodes of Human Centered Experience average 11 minutes. a focused format where a clear narrative arc and tight preparation matter most.
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