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 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.
Connect with Guy - https://www.linkedin.com/in/guy-hollaway-a5001726/
Discover more about Hollaway Studio and their work - https://www.hollawaystudio.co.uk/
Follow Hollaway Studio on LinkedIn - https://www.linkedin.com/company/hollaway
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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 Rabagliati, Product Director at LeShuttle, where they unpack how to move past the weight of legacy systems, co-create change with the people who deliver it, and keep momentum alive with progress everyone can see.
Connect with Ian - https://www.linkedin.com/in/ian-rabagliati-19146912/
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How do you transform a retail space into a destination that resonates emotionally with every visitor?
In this episode, Oliver King continues his conversation with Marco Nijhof, a visionary hotelier and retail executive. Together, they explore the actionable steps brands can take to rehearse emotion, build enchanted teams, and ensure their brand's soul is future-proof. Tune in to discover how to create unforgettable guest experiences that turn your store into a must-visit destination.
Connect with Marco - https://www.linkedin.com/in/marco-p-nijhof-a2b22413/
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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 Executive, Marco Nijhof, to explore how retail can take cues from hospitality, blending emotion, experience, and a guest-first mindset to create spaces people want to return to.
Connect with Marco - https://www.linkedin.com/in/marco-p-nijhof-a2b22413/
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What does good leadership look like when everything’s changing?
In this episode, Olly sits down with strategic leader, Gary Simpson, to talk about what it really takes to lead in a world that doesn’t sit still. They unpack the tension between short-term wins and long-term vision, why clarity beats control, and how the best leaders create space for others to thrive.
From futures thinking to B2G customer insight, Gary shares a fresh take on leadership that’s grounded in values, not vanity—and built for what’s next.
Connect with Gary on LinkedIn; https://www.linkedin.com/in/gary~simpson/
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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 CX leader, Claire Donnellan, to talk about the pressures that shape the airport and airline experience, the gap between data and action and the commercial risks of viewing CX as just a ‘nice to have’.
Trying to drive change in aviation or a complex organisation? This one’s for you.
Connect with Claire Donnellan - https://www.linkedin.com/in/claire-donnellan-mba/
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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 Design Director David Pinder to talk about designing for disruption in airports.
They explore how pressure points—from flight delays to major incidents—can become defining moments for passenger experience. It’s a conversation about clear communication, empowered teams, and designing services that stay calm, considered and human—especially when the unexpected hits.
Because the airports that plan for disruption? They’re the ones passengers come back to.
Connect with David Pinder - https://www.linkedin.com/in/david-pinder-88828613/
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Airport retail isn't just about duty-free transactions, it's about transformation.
In this episode, Oliver King is joined by Hugo Vanderschaegh, Managing Partner of Altavia Travel Retail, to explore how airports can create experience-led spaces and drive commercial success. From personalisation and pre-trip engagement to local products and a stronger sense of place, they unpack what it takes to turn terminals into destinations passengers enjoy.
Connect with Hugo - https://www.linkedin.com/in/hugo-vanderschaegh-9a9597b/
Find out more about Altavia Travel Retail - https://altavia-travelretail.com/
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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 already here. In episode 41 of the CXD Podcast, Oliver King is joined by Matt Baron, Founder & CEO of Avocado55 where they break down the real impact of agentic AI on customer service and how businesses must rethink their operating models. The future of CX is being rewritten—who will get it right?
Connect with Matt Baron - https://www.linkedin.com/in/matt-baron-6994469/
Find out more about Avocado55 - https://avocado55.com/
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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 transformative impact of AI on the workplace, leadership and customer experiences.
Is AI a game-changer or cause for concern? They explore how AI can enhance human collaboration and innovation, but also the risks of automation overshadowing human connection.
Tune in as they discuss how organisations can strike the right balance between technology and human agency, and future-proof their strategies.
Join the conversation and discover what it really means to work, and lead, in the age of AI.
Connect with Stefan Mortiz and check out his website.
Sign up to the Metaphor Club:
Metaphors shape how we see the world and drive action—think “our iceberg is melting.” Stefan has started The Metaphor Club to collect and share powerful metaphors that help us navigate change and inspire better futures. Sign up here to be part of the group.
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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 the AI era. They discuss designing to tackle information overload and human-AI collaboration to create better solutions.
Connect with Karolin Ahlqvist.
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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 Board at Virgin Atlantic. They delve into the importance of accessibility in Customer Experience design, particularly in the aviation sector.
The conversation covers the evolution of accessibility awareness, the diverse needs of travellers, and the critical role of staff training and customer-centric approaches in enhancing accessibility. Jerry emphasizes the need for organizations to engage with customers and staff to identify barriers and improve the travel experience for everyone. They discuss the importance of understanding diverse personas, the dynamic nature of accessibility needs, and the role of empathy in enhancing passenger experiences. They explore how to measure accessibility effectively, the impact of technology, and the challenges faced by airport operations. The discussion also highlights best practices and inspirational examples from various organisations, emphasising the need for a holistic approach to accessibility that considers emotional responses and the importance of first-hand experiences.
Connect with Jerry Angrave.
Download your copy of our Passenger Experience Checklist here.
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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 architecture and customer experience in the context of railway stations. They discuss the importance of human connection in civic spaces and how station design has evolved over time. Kim emphasizes the need for a customer-centric approach in architecture, the significance of social value in railway investments, and the dual perspectives of inside-out and outside-in design methodologies. In this conversation, they discuss metrics for measuring architectural success and the impact of well-designed buildings on organizational culture. Kim emphasizes the need for sustainable design that allows for adaptability and longevity, while also advocating for a customer-centric approach in architecture.
Connect with Kim Quazi.
Download your copy of our Customer Experience Checklist for Rail here.
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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 experiences in the railway sector and envision a future where rail travel is seamless, personalized, and integrated with other modes of transport.
In this conversation, Olly, Tom, and Laurie discuss the future of train travel, focusing on innovative design, the evolving role of staff, and the importance of customer experience. They explore how technology can enhance comfort and personalization while emphasizing the need for human interaction in the rail industry. The discussion also covers practical advice for improving customer experience and the significance of agility and collaboration in addressing challenges within the industry.
Connect with Laurie Jones and Tom Hoare.
Download your copy of our Customer Experience Checklist for Rail here.
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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 discuss the evolving ecosystem of customer experience in rail networks, focusing on the economic impact of rail connectivity, the challenges faced by the industry, and the need for a shift in organisational mindset. They explore the importance of integrating rail with other modes of transport, designing stations that serve community needs, and ensuring affordable travel options to drive economic growth. In this conversation, Olly and Will explore the critical importance of accessibility and inclusivity in rail design, the diverse needs of passengers, and the significance of customer experience in the rail industry. They explore how East West Rail is approaching these challenges by designing with customers in mind, utilising data and insights, and encouraging collaboration across teams.
Connect with Will Gallagher.
Download your copy of our Customer Experience Checklist for Rail here.
Chapters:
03:38: The Role of Rail in Economic Connectivity
06:10: Challenges Facing the Rail Industry
10:03: Integrating Rail with Other Modes of Transport
12.46: The Shift in Organisational Mindset for Rail Companies
13:31: Designing Stations for Community Impact
17:24: Affordable Rail Travel and Economic Growth
24:44: Designing for Accessibility and Inclusivity
29:14: The Importance of Customer Experience in Rail
35:55: Making a Case for Change
39:14: Establishing a Customer-Centric Governance
42:20: Envisioning a Frictionless Travel Experience
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 evolving landscape of customer experience in the rail and aviation sectors, focusing on existing challenges and opportunities. During the conversation, they explore the impact of technology, customer needs, and the introduction of innovative products such as DreamSuite, which aims to enhance the travel experience. Tune in to discover more about the future of rail travel and the importance of adapting to changing customer experience and improving service delivery.
Connect with Nik Lusardi.
Discover more about DreamSuite here.
Download your copy of our Customer Experience Checklist for Rail here.
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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 building customer-centred design capabilities within organisations. They explore the role of service design in bringing about change and building customer experience capabilities. Jeanette shares her experience working in various sectors and highlights the importance of collaboration and convergence and the influence of service design on strategic thinking and decision-making within organisations. Tune in to discover the typical challenges and obstacles faced in implementing customer-centred design with advice on how to navigate them.
Connect with Jeanette Clement.
Chapters:
01:22: The Role of Service Design in Bringing About Change
04:15: Collaboration and Convergence in Service Design
04:49: Influencing Strategic Thinking and Decision-Making
06:39: Managing Opinions and Getting Clarity
11:32: Challenges and Obstacles in Implementing Customer-Centred Design
16:17: using a Structured Briefing System for Project Success
19:01: Identifying the Right Work
23:02: Prototyping a Future Vision
25:28: Balancing Fast and Slow
29:30: Developing User-Centred Approaches
In episode 32, Oliver King is joined by Joe Macleod, Head of Endineering to discuss the importance of designing consumer endings. Many businesses overlook the end of the customer journey, which results in missed opportunities and negative impacts on brand equity. In this episode, Joe emphasizes the benefits of designing better endings for both consumers and brands, including increased consumer engagement and loyalty, as well as alignment with sustainability goals. Tune in to hear the negative consequences of ignoring endings and the need for businesses to design better off-boarding experiences. Joe shares two key tools for designing endings for businesses to create meaningful and satisfying closure for their customers.
Discover more about andend.
You can buy Ends and Endineering via the links below.
To discover more about the Endineering course, click here.
25% off discount code: 25offendscohort
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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+ years of experience. Tune in to hear insights on the importance of passenger experience in airport operations and development and how it has evolved over time, shaping the airports of tomorrow. In this episode, Bryan stresses the value of collaboration and customer understanding in enhancing the airport experience, advocating for empathy and a holistic approach to decision-making, with advice for those embarking on the journey of enhancing passenger experience.
Download your copy of our Passenger Experience Strategy Checklist.
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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 own right. The conversation covers the importance of customer experience in the design and development of airports and covers the challenges of designing and improving airports, whether it's a greenfield site or an existing operational airport, and how collaboration is vital. Tune in to discover more about the concept of an Experience Master Plan - an approach to planning and designing the target experience for passengers, considering various dimensions beyond the physical infrastructure - and bridging the gap between operational and infrastructure plans.
Download your copy of our Passenger Experience Strategy Checklist.
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