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.
CXD: Customer Experience Design
Claim This Podcastby Engine
5.0(11 reviews)
51 episodes
Updated Bi-weekly
Accepts GuestsHas SponsorsLocation 🇬🇧
55
Podcast Authority
BetaFairBased on show quality, social media presence, reviews, charts, and more
Quality60
Social0
YouTube93
Engagement32
Podcast Overview
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.
Language
🇺🇲
Publishing Since
9/22/2023
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55
Podcast Authority
BetaFairBased on show quality, social media presence, reviews, charts, and more
Quality60
Social0
YouTube93
Engagement32
7
Excellent Areas
3
Good Performance
9
Growth Opportunities
excellent
Episode Length
34 minutes
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good
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Every 15 days
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Recent Episodes
April 29, 2026
Ep51: You're measuring the wrong thing: why trust beats satisfaction
<p><strong>Most organisations are trying to grow revenue, but they're focusing on the wrong lever. </strong></p><p><strong>Revenue is the outcome of customer decisions, and those decisions are driven by trust. </strong></p><p>In this episode, Oliver King, Co-founder of Engine, is joined by Chris Johnston, Founder and CEO of <a href="https://adoreboard.com/" target="_blank" rel="noopener">Adoreboard</a>, 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. </p><p>Together, they unpack how combining emotional insight with experience design helps organisations move from measuring performance to actively driving growth. </p><p>Because in the end, revenue is the outcome. Trust is the leading indicator. And customer experience is how you earn it, every single day. </p><p><a href="https://www.linkedin.com/in/chrisjohnstonadoreboard/" rel="noopener">Connect with Chris</a> on LinkedIn - https://www.linkedin.com/in/chrisjohnstonadoreboard/</p><p><a href="https://www.linkedin.com/in/oliverkingengine/" rel="noopener">Connect with Olly</a> on LinkedIn - https://www.linkedin.com/in/oliverkingengine/</p><p><br></p><p>Discover more about Adoreboard - https://adoreboard.com/</p><p>Discover more about our partnership - https://enginecxdesign.com/powered-by-adoreboard</p><p><br></p><p><br></p><p><br></p>
February 19, 2026
Ep50: The emotional forces reshaping customer experience
<p><strong>Discover the five emotional forces reshaping customer experience. </strong></p><p>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. </p><p><br></p><p><a href="https://www.linkedin.com/in/lisamskinner/" rel="noopener"><u>Connect with Lisa</u></a> on LinkedIn: https://www.linkedin.com/in/lisamskinner/</p><p><a href="https://www.linkedin.com/in/oliverkingengine/" rel="noopener">Connect with Olly</a> on LinkedIn: https://www.linkedin.com/in/oliverkingengine/</p><p>Chapters: </p><ul><li>00:35: The importance of understanding customer feelings in today's complex environment </li><li>02:56: The five forces reshaping customer experience </li><li>07:52: Why customers are arriving more emotionally loaded </li><li>10:21: The impact of automation and AI on human connection </li><li>13:11: Fragmentation of customer journeys and loss of emotional continuity</li><li>17:18: The widening expectation experience gap </li><li>18:22: How unmet expectations damage trust </li><li>21:07: Building and measuring trust </li><li>24:31: The role of emotional analytics in understanding customer feelings at scale</li><li>27:09: Return on Emotion: linking feelings to business outcomes</li></ul><p><br></p>
October 30, 2025
Ep49: Designing places: Where architecture meets experience
<p><strong>How can architecture shape the way people feel in a destination?</strong></p><p>In this episode of the CXD Podcast, Oliver King is joined by Guy Hollaway, Principal Partner at Hollaway Studio, to explore how design influences emotion, behaviour and connection. They discuss the role of architecture in destination design, creating spaces that connect with communities, and why wellness-led thinking is defining the future of the built environment. </p><p>Connect with Guy - <a href="https://www.linkedin.com/in/guy-hollaway-a5001726/">https://www.linkedin.com/in/guy-hollaway-a5001726/</a> </p><p>Discover more about Hollaway Studio and their work - <a href="https://www.hollawaystudio.co.uk/">https://www.hollawaystudio.co.uk/ </a></p><p>Follow Hollaway Studio on LinkedIn - https://www.linkedin.com/company/hollaway</p><p>Chapters: </p><ul><li>00:00: The Impact of Physical Space on Customer Experience </li><li>02:05: Building Invention and Community Engagement </li><li>05:59: Innovative Design: The F51 Skate Park </li><li>11:58: Creating Emotional Connections Through Architecture </li><li>17:49: Anticipation and Experience in Architectural Design </li><li>23:53: Future Trends in Architecture and Community Wellbeing</li></ul><p><br></p>
51 total episodes available
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- What is CXD: Customer Experience Design?
- How often does this podcast release new episodes?
This podcast updates bi-weekly.
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This podcast is available on 6 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.
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No, this podcast does not typically feature guests.
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