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Where Customer Experience Meets Design

Dec 13, 2021 | 15m

A few years ago, Kimberly Dunwoody was checking in with British Airways, and realized that none of her fellow passengers were using the new self check-in kiosks. Why weren’t people taking the faster option and queuing up to be checked in by a human being instead? In this podcast, Kimberly shares her advice for how you can ensure such broken links in the chain between customer experience and design don’t happen in your company, so customers come away with a seamless brand experience.

Gain Actionable Insights Into:

  • The differences between CX and UX
  • How to prevent organizational silos and ensure every single employee becomes a brand steward
  • Why data needs to be taken from all touch points in the company to ensure high levels of customer satisfaction

Hosted by Pippa Woodhead


Dr. Kimberly Dunwoody

Senior Director, User Experience




Consumer Behavior Be Customer-Centric