On this episode of Human Centered, host Nick Brunker welcomes Nick Yecke, Executive Director of Experience Strategy at VML, to explore the fascinating evolution of customer experience (CX). Inspired by Yecke's recent article in eXp Magazine, they chart a course through CX's history, from the early "Service Era" and "Satisfaction Era" through the "Relationship Era" and the current "Experience Economy." The conversation then dives deep into what Yecke terms the "Predictive and Autonomous Era," where AI, data analytics, and automation are set to reshape how businesses anticipate and fulfill customer needs proactively. They discuss key pillars like hyper-personalization, AI-driven self-service, emotion and context recognition, "Invisible CX," and the critical importance of ethical considerations and trust in this new landscape. Tune in to understand how the lessons of the past are shaping a future where CX becomes more intuitive, efficient, and deeply human-centered.

You can read Nick Yecke's article, "Looking Back, Looking Forward," in eXp Magazine here, beginning on page 48.