Welcome to CXD: Customer Experience Design, a podcast by Engine. We get you up close to the latest customer experience insights from the best, brightest industry trailblazers. Hear some big thinking, amazing success stories and actionable strategies. Tune in, be inspired, and start designing change today.
Ep52: The moment luxury brands lose their customers (it's not the product)
"Trust is by far the biggest driver of the emotional decision that luxury consumers are making."
Join Mazhar Butt, Group Director of Guest Experience Development at The Bicester Collection, in conversation with Oliver King, Managing Partner at Engine. They explore why service, not craftsmanship, is where luxury experiences quietly lose customers' trust, why after-sales and recovery moments matter more than most brands think, and whether technology is making luxury feel more personal or less.
Download the Luxury Retail Trust Gap Report - https://hubs.ly/Q04kGBF20 (https://hubs.ly/Q04kGBF20)
Connect with Mazhar (https://www.linkedin.com/in/mazhar-butt-ccxp-iap-ned-22244b17/) on LinkedIn - https://www.linkedin.com/in/mazhar-butt-ccxp-iap-ned-22244b17/
Connect with Olly (https://www.linkedin.com/in/oliverkingengine/) on LinkedIn - https://www.linkedin.com/in/oliverkingengine/
Chapters:
02:10 - Emotional drivers in luxury purchases
03:57 - The role of trust in customer loyalty
06:31 - Service vs product quality complaints
08:15 - Challenges of scaling in luxury retail
13:23 - Sustainability and evolving customer expectations
15:10 - Designing trust into customer experiences
19:12 - Trust as a competitive advantage
24:30 - Aligning digital and physical brand experiences
30:40 - Advice for luxury brand CEOs
33:59 - Importance of data and analytics
29 Apr 2026
Ep51: You're measuring the wrong thing: why trust beats satisfaction
Most organisations are trying to grow revenue, but they're focusing on the wrong lever.
Revenue is the outcome of customer decisions, and those decisions are driven by trust.
In this episode, Oliver King, Co-founder of Engine, is joined by Chris Johnston, Founder and CEO of Adoreboard (https://adoreboard.com/), to explore how trust is built and broken through everyday customer experiences, where organisations are unintentionally losing value, and what changes when you actually see and measure it.
Together, they unpack how combining emotional insight with experience design helps organisations move from measuring performance to actively driving growth.
Because in the end, revenue is the outcome. Trust is the leading indicator. And customer experience is how you earn it, every single day.
Connect with Chris (https://www.linkedin.com/in/chrisjohnstonadoreboard/) on LinkedIn - https://www.linkedin.com/in/chrisjohnstonadoreboard/
Connect with Olly (https://www.linkedin.com/in/oliverkingengine/) on LinkedIn - https://www.linkedin.com/in/oliverkingengine/
Discover more about Adoreboard - https://adoreboard.com/
Discover more about our partnership - https://enginecxdesign.com/powered-by-adoreboard
19 Feb 2026
Ep50: The emotional forces reshaping customer experience
Discover the five emotional forces reshaping customer experience.
In this landmark 50th episode of the CXD Podcast, Oliver King is joined by Lisa Skinner to explore how emotions drive customer decisions. They discuss rising customer vulnerability, the impact of automation on trust, and why fragmented journeys are reshaping expectations. The conversation examines how organisations can adapt their approach to build trust and deliver experiences that truly connect with what matters to customers.
Connect with Lisa (https://www.linkedin.com/in/lisamskinner/) on LinkedIn: https://www.linkedin.com/in/lisamskinner/
Connect with Olly (https://www.linkedin.com/in/oliverkingengine/) on LinkedIn: https://www.linkedin.com/in/oliverkingengine/
Chapters:
00:35: The importance of understanding customer feelings in today's complex environment
02:56: The five forces reshaping customer experience
07:52: Why customers are arriving more emotionally loaded
10:21: The impact of automation and AI on human connection
13:11: Fragmentation of customer journeys and loss of emotional continuity
17:18: The widening expectation experience gap
18:22: How unmet expectations damage trust
21:07: Building and measuring trust
24:31: The role of emotional analytics in understanding customer feelings at scale
27:09: Return on Emotion: linking feelings to business outcomes
Who has been a guest on CXD: Customer Experience Design
Names identified in recent episode analyses. Showing up to five guests.
Marco Nijhof
Gary Simpson
Claire Donnellan
Reach and audience
Public platform figures. Ratings count people who left a rating, not total listeners.
YouTube views
4,657,818,339
Score snapshot 15 Sept 2025
Apple Podcasts (US)
5.0 / 5
1 ratings
Spotify
5.0 / 5
11 ratings
Podcast Authority Score: 55 / 100
A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.
Quality
60
Social presence
0
YouTube
93
Engagement
32
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