All Things Considered CX, is a lively discussion about the challenges and opportunities facing organizations as they strive to improve their overall customer and employee experiences. Whether you are a well-seasoned executive or a new convert to the world of CX, our show addresses how to break through all the noise and focus on what matters in achieving better customer satisfaction, loyalty, and retention. In listening to our show you can expect discussions on timely topics, with guests acro ...
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The World of UX podcast, hosted by UX and experience design veteran, educator, and conference speaker, Darren Hood, is dedicated to presenting topics covering and addressing all things UX. We'll cover every UX-related method, discipline trend, career advancement and challenges, education recommendations, UX maturity levels, and maturity level management, and much much more. If you'd like to stay informed about UX, The World of UX is for you!
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The CX Club podcast looks at the good, the bad and the ugly of the CX world... This is what you can expect over the first 30 shows: Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the success ...
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Dave Fish, Ph.D., founder and CEO of CuriosityCX, is an exceptional storyteller who turns everyday customer experiences into inquiries and explanations of the customer experience from a perspective that only someone with Dave's unique background can.
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Work is a big part of our lives. It not only influences what we earn but also how we feel about ourselves. People Talk is about getting ahead at work, becoming a leader, establishing your personal brand, and motivating yourself and those around you. This podcast is not only for CX professionals but for anyone who wants to know more about how to succeed in the workplace. On People Talk, you can expect lively discussions about topics like workplace politics, dealing with difficult employees an ...
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The Tom and Bob Show joins Tom DeWitt, Ph.D. the Director of CXM@MSU and Bob Kiple, MBA, a retired General Motors Global Customer Experience Strategist for interviews and discussions about topics in the world of customer experience management. Tom and Bob also serve as leaders of CX of M, Michigan's Association of Customer Experience Professionals.
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Tchicaya Ellis Robertson, Ph.D., is a self-proclaimed quant geek with a focus on eXperience measurement. On All Things X, Dr. T explores the study, practice, and measurement of eXperience with academics, practitioners, and insights professionals. Listeners can expect to learn best practices, hear exciting new insights, and/or pick up a few new nuggets about eXperience that they can get really excited about! #AllThingsX
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Learn from Leaders (Chick-fil-a, The Ritz-Carlton, Crumbl Cookies, Zappos, Google, and Disney), best-selling authors (Matt Dixon, Laura Gassner Otting, Kindra Hall, Joey Coleman), and other fascinating people like Hostage Negotiators, Authors, Scientists, TEDX Speakers, and Researchers. Each episode features topics like Customer Experience, Employee Experience, Customer Journey, Customer Service, Employee Experience, Contact Center, Culture, Personalization, Storytelling, and more. The host ...
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The Brand Warrior Revolution is a show about taking steps to unleash human potential and solving the underlying causes of poor customer and employee experience. The show will feature tools, stories, and skills to transform ordinary humans into Brand Warriors with a mission to live more, contribute more, and create courageous workplaces and communities.
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Welcome to the Change That Binds Podcast…where we spotlight customer-centered professionals and customer experience experts whose job it is to make best in class service experiences happen through change initiatives within service delivery channels. Whether you've just started your journey to creating best in class service experience or well on your way, you'll be inspired by insights from our guests on how to lead change that creates remarkable customer experiences.
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Clued In with Lou Carbone is an opportunity to hear from Lou and guests. Recognized globally at forefront of the creation of experience management as a business discipline Lou will expand your perspectives. The impact you can make in the CX, EX, and Patient Experience space will be enhanced by Lou’s distinctive and unique vision and foresight in the space. Lou is the author of Clued In, How to Bring Customers Back Again and Again; numerous widely cited academic articles, 100’s of lectures at ...
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Episode 232: Long Live the Gatekeeper!!!
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Ever heard someone talk about gatekeeping in UX? How familiar are you with gatekeeping? Can you define it? Properly? With all the bad press gatekeeping gets in UX circles, do you realize society wouldn't be where it is without gatekeeping? Have you ever considered that gatekeeping is needful to help ensure the progress of UX as a discipline? In its…
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Episode 231: Talkin' Shop w/Strat Parrott, Part 2 (Conclusion)
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In this week's episode, we share the conclusion of Darren's Talkin' Shop session with UX veteran Strat Parrott. Tune in to check out the great insights shared during this discussion. #ux #podcasts #cxofmradio #cxofm #realuxtalk #worldofux #worldoux Bookmark the new World of UX website at https://www.worldoux.com. Visit the UX Uncensored blog at htt…
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Building Brand Loyalty Through Unboxing Marketing... End-To-End Customer Experience (ft. Tyler Delarm)
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As CX professionals, we often talk about the experience has to be “end-to-end”. But too often we forget steps along the way – including what happens when the customer’s package arrives and they “unbox it”. Is it personal or generic? Does it make them smile or grimace? In this episode of the All Things Considered CX podcast, Tyler DeLarm joins us to…
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Episode 230: Talkin' Shop w/Strat Parrott, Part 1
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This week's Talkin' Shop session features UX veteran Strat Parrott. Strat is the Vice President and Design Director of CX and UX for First Horizon Bank. Tune in to learn Strat's backstory and hear his take on the world of user experience today. #ux #podcasts #cxofmradio #cxofm #realuxtalk #worldofux #worldoux Bookmark the new World of UX website at…
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Episode 229: Talkin' Shop w/Lou Susi, Part 3 (Conclusion)
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Today's episode presents the conclusion of Darren's Talkin' Shop discussion with UX veteran, Lou Susi! Check out this enlightening and transparent conversation. #ux #podcasts #cxofmradio #cxofm #realuxtalk #worldofux #worldoux Check out the new World of UX website at https://www.worldoux.com. Visit the UX Uncensored blog at https://uxuncensored.med…
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Episode 228: Talkin' Shop w/Lou Susi, Part 2
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This week, we continue the Talkin' Shop session with Lou Susi, where he shares more about his journey into UX and his thoughts on the state of UX today. A big takeaway? One cannot "play designer." Enjoy! #ux #podcasts #cxofmradio #cxofm #realuxtalk #worldofux #worldoux Check out the new World of UX website at https://www.worldoux.com. Visit the UX …
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AI. Offshoring. Delight. Rage. What is the Impact to Revenue, Reputation and Loyalty? (Ft. John Goodman)
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He’s back! And does he have some great new research, insights and perspectives to share on this episode of the All Things Considered CX podcast. John Goodman joins me to talk about AI, Offshoring, Delighting customers, the latest info related to focused research on CPG customer delight and so much more! John has joined me several times in the past …
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Episode 227: Talkin' Shop w/Lou Susi, Part 1
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In this Talkin' Shop session, Darren speaks with Lou Susi! Lou is a UCD veteran, fellow educator, and stand-up comedian. Check out part one of their session as they discuss such topics as Lou's venture into the discipline, challenges, and mindsets required to achieve success in UX today. #ux #podcasts #cxofmradio #cxofm #realuxtalk #worldofux #worl…
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This week's episode is another UX Potpourri session. In addition to revisiting the potential employer red flag scenario from last week, Darren covers the following topics: 1) Additional examples of companies with poor UX hiring and the poor experiences they're deploying; 2) Examples of interview-related discrimination; 3) Interview nightmare exampl…
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Unlocking The Emotional Drivers of Human Decisions to Create Powerful Stories & Experience (ft. Ian Baer)
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Ian Baer, Founder and Chief Soothsayer, has been solving marketing’s greatest challenges for over three decades. He has spent his career helping major brands achieve extraordinary success and challenger brands box above their weight class in leadership roles with Publicis Groupe, TBWA, Rapp, Deutsch and others, and was named to Campaign US’ Digital…
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Episode 225: UX Potpourri (An Extended Edition)
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In this UX potpourri session, Darren focuses on the following topics: 1) The importance of domain knowledge (and the consequences of exalting general knowledge); 2) The rise and fall of UX; 3) Tell-tale markers (of job seeking) and 4) Of AI and empathy. Check out this extended UX potpourri session to hear Darren's elaboration on the topics-at-hand.…
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Episode 224: Talkin' Shop w/Harry Max, Part 2
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This week, we share the conclusion of the Talkin' Shop session with Harry Max, the author of “Managing Priorities: How to Create Better Plans and Make Smarter Decisions.” Harry has worked with such organizations as Apple, Adobe, PDI/Dreamworks, Google, Hewlett-Packard, Informatica, ITHAKA, Microsoft, PayPal, and more. He was a co-founder for Virtua…
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Episode 223: Talkin' Shop w/Harry Max
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In this Talkin' Shop episode, Darren speaks with Harry Max! He's the author of “Managing Priorities: How to Create Better Plans and Make Smarter Decisions.” Harry has worked with such organizations as Apple, Adobe, PDI/Dreamworks, Google, Hewlett-Packard, Informatica, ITHAKA, Microsoft, PayPal, and more. He was a co-founder for VirtualVineyards.com…
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In this UX potpourri episode, Darren addresses such topics as the oversaturation of today's UX landscape, the fallacy of and indirect harm arising from premature UX promotions, his engagement with companies that have represent themselves poorly in the UX job market, and an under-the-radar benefit of pure UX. Enjoy!!! #ux #podcasts #cxofmradio #cxof…
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#1 Executive Coach #1 Leadership Thinker In The World! Featured Guest: Marshall Goldsmith
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Best of summer replay!! If you missed it the first time, now’s your chance to hear the top leadership thinker in the world! Marshall Goldsmith is the only two-time winner of the Thinkers 50 Award for #1 Leadership Thinker in the World. He has been ranked as the #1 Executive Coach in the World and a Top Ten Business Thinker for the past eight years.…
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Simplifying Customer Experiences, with David Avrin
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Welcome to another episode of Press 1 For Nick! In today's episode, our special guest, David Avrin—renowned speaker, consultant, and author, talks about the complexities of crafting predictable customer journeys and the essential need for businesses to adapt to shifting customer preferences and conveniences. David shares personal anecdotes—like his…
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Have you ever been confused about the plethora of UX job titles? This week, Darren addresses and puts this topic to perspective speaking to a newly popular meme showing 7 different (supposed) job titles for UX professionals. Tune in for the breakdown! #ux #podcasts #cxofmradio #cxofm #realuxtalk #worldofux #worldoux Check out the new World of UX we…
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Episode 220: Talkin' Shop w/Jonathan Bowman, Part 2 of 2
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This week, Darren shares the conclusion of his interview with long-time UXer and the Founder and Director of the American Board of Design and Research (AMBOD). The duo continues discussing the pulse of UX today and the vision for the American Board of Design and Research. Enjoy! #ux #podcasts #cxofmradio #cxofm #realuxtalk #worldofux #worldoux #amb…
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Episode 219: Talkin' Shop w/Jonathan Bowman, Part 1 of 2
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This week's guest is Jonathan Bowman, long-time UXer and the Founder and Director of the American Board of Design and Research (AMBOD). Darren and Jonathan spend time talking about the guest's journey into UX, the pulse of UX today, and the vision for AMBOD. Tune in for this insightful session. #ux #podcasts #cxofmradio #cxofm #realuxtalk #worldofu…
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Episode 218: Talkin' (AI) Shop w/Yan Vishnepolsky, Part 2 of 2
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This week, Darren concludes the conversation with UX and AI expert Yan Vishnepolsky, as they talk about such topics as Yan's most interesting discovery about AI, crazy interview stories, the state of UX today, and similarities between today's state of UX and the dot com bust. Check out this immersive session! #ux #podcasts #cxofmradio #cxofm #realu…
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Episode 217: Talkin' (AI) Shop w/Yan Vishnepolsky, Part 1 of 2
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This week, Darren hosts AI expert Yan Vishnepolsky. Yan tells his story about entering the worlds of UX and AI. He also shares several tips and insights about AI and how UXers can engage properly with the current wave of UX's evolution. #ux #podcasts #cxofmradio #cxofm #realuxtalk #worldofux #worldoux Check out the new World of UX website at https:…
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Episode 216: The Normalization of Rudeness
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In today's UX circles, newcomers to the discipline are encouraged to send cold requests to experienced people for assistance and/or jobs. This is done without sensitivity and empathy towards those receiving the requests and people think it's normal. It's time for this type of behavior to end. In this episode, Darren takes time to explain one such i…
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Can Investing in CX Double Your Revenues? The Research is Here To Prove It! ft. Greg Tucker
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Can CX really double your revenues? Is your C-suite looking for the value of investing in CX? Great questions! And my guest on this episode of the All Things Considered CX podcast has the answers! Greg Tucker, CCXP is CEO of Tucker & Company, a Customer Experience advisory firm working with global leaders to develop on-brand customer experiences th…
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Episode 215: The Dysfunction, Inequitability & Incivility of Today's UX Hiring Landscape, Part 2
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This week, Darren revisits the UX hiring landscape topic, itemizing and analyzing the dysfunction, inequitably, and incivility reflected in many of today job rejection notices. Tune in for a revealing breakdown of an actual rejection email and the messages people aren't supposed to gauge. #ux #podcasts #cxofmradio #cxofm #realuxtalk #worldofux #wor…
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Experience Rules! Explore The Experience Operating System
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Diane Magers and Michael Hinshaw, authors of the new book, Experience Rules, join me on this episode of the podcast. Michael is the founder and president of customer experience consultancy McorpCX and recognized on over a dozen "Top Global CX Influencers" lists. He's also co-author of the best-selling books Smart Customers, Stupid Companies: Why On…
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Episode 214: The Truth About Learning
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A commitment to lifelong learning is one of the most important contributing factors to excelling in UX. Understanding the science of education can help us to excel and optimize our success in UX, no matter our current level of seniority and expertise. In this episode, Darren shares some science-related factoids about learning and how we can get the…
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Episode 213: Say NO to Kool-aid, Part 2
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This week, Darren revisits the topic of UX Kool-aid, exposing five additional points of interest: Design systems, artificial intelligence, faux educational resources, the Ph.D. to UX movement, and blind embracing of imposter syndrome. You can't judge a book by its cover. Up for the challenge of facing some truth bombs? Tune in for the details. #ux …
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Episode 212: The Dysfunction, Inequitability & Incivility of Today's UX Hiring Landscape
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Many know that today's UX hiring landscape is broken, but few can explain it. This week, Darren talks about several normalized aspects of today's UX hiring practices that are all dysfunctional, inquitable, and incivil. Tune in for the breakdown. #ux #podcasts #cxofmradio #cxofm #realuxtalk #worldofux #worldoux…
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Ever heard someone say "Stop drinking the Kool-aid?" This metaphoric statement refers to a tragic event in American history where people either blindly or through coercion ingested something self-detrimental. Figuratively, the same thing is happening en masse in today's UX community. In this episode, Darren highlights several happenings and mindset…
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Episode 210: 4th Anniversary Interview w/Jorge Arango
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This week, Darren shares an interview with Jorge Arango — the author of such books as Duly Noted and Living in Information: Responsible Design for Digital Places. He's also a co-author of the latest edition of Information Architecture: For the Web and Beyond (aka "the Polar Bear book"). Jorge shares insights about how designers can super charge the…
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Episode 209: UX Potpourri — The "Dog Years" Episode
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It has been said that the years a UX professional spends at one company is like "dog years." In other words, there is a 7:1 ratio between the years of a dog's life compared to that of a human. This puts a completely different spin on the assumptions made about an employee's short stints. This week, Darren takes time to demystify several of the fact…
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Episode 208: UX Potpourri — A Brief Recap of UX's Transitional History
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In the first session celebrating the podcast's 4th anniversary, Darren shares a high-level view of UX's transitional history — sharing different ways in which the discipline has evolved from 1995 to 2024 along with its associated challenges and issues. Check out the new World of UX website at https://www.worldoux.com. Visit the UX Uncensored blog a…
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Marshall Goldsmith is the only two-time winner of the Thinkers 50 Award for #1 Leadership Thinker in the World. He has been ranked as the #1 Executive Coach in the World and a Top Ten Business Thinker for the past eight years. Dr. Goldsmith is the author or editor of 36 books, including three New York Times bestsellers, that have sold over 2.5 mill…
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Effective Client Experience Strategies in Banking with Anton De Wet
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Welcome to another episode of Press 1 For Nick! Today, we have an interesting conversation with the banking maestro himself, Anton de Wet, Chief Client Officer at Ned Bank Retail and Business Banking. With a career that dates back to 1986, Anton is no stranger to pioneering strategies that revolutionize customer experiences in banking. He unpacks t…
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In this potpourri session, Darren tackles such topics as the fallibility of design exercises, asking boot campers for their retrospectives, the downshift in UX job qualifications, today's dysfunctional barrier of entry to UX, and a few quick quips about AI and UX. Enjoy! Check out the new World of UX website at https://www.worldoux.com. Visit the U…
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Episode 206: Top 10 Sinister UX Traits Revisited
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The overall length of the Sinister series called for a recap. In this episode, Darren highlights and presents a "top 10" list of the traits presented throughout the series with some extra commentary on each not shared previously. Can you guess which traits made Darren's top 10? Can you guess which is number one on the list? Check out this episode f…
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Episode 205: Traits of Today's Sinister UX Culture, Part 25
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The Sinister series closes today with Darren examining a "code of silence" that appars to be a norm in UX circles. This code of silence, however, and its associated mindset have been at the core of UX's downward spiral. Darren identifies and explains each of the related traits. Tune in and empower yourself! Check out the new World of UX website at …
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Episode 204: Traits of Today's Sinister UX Culture, Part 24
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Building upon last week's traits associated with the war amidst seniors, Darren shares several not-so-comfortable stories illustrating sinister activities at work in the UX community. Better to know than to be blindsided. ;-) Check out the new World of UX website at https://www.worldoux.com. Visit the UX Uncensored blog at https://uxuncensored.medi…
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Episode 203: Traits of Today's Sinister UX Culture, Part 23
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This week, Darren drops a gauntlet by sharing one of the most sinister and ugliest aspects of today's UX landscape — traits of senior-on-senior crime within the discipline. Examples include nullification, reconnoitering, framing, cronyistic support, framing, and apathy to name a few. Tune in for this rich segment. Check out the new World of UX webs…
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Neal is a teacher, coach, author, and speaker who is a determined believer in putting people first as the key to better business. His vision is a world where workplaces and customer spaces are focused on people helping people succeed. His background includes decades of experience in a variety of industries. He has written over 500 blog posts and tw…
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Episode 202: Traits of Today's Sinister UX Culture, Part 22
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In this segment of the Sinister series, Darren outlines a critical yet detrimental milestone in today's UX culture — the redefining of UX. Darren explains how and when it happened, what the various segments mean to people across the discipline, and what we need to do in order to overcome the associated challenges. Check out the new World of UX webs…
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In this potpourri session, Darren takes time to address some key current happenings and mindsets in UX today: 1) Faux recommendations from UX leaders; 2) The return of the "which design is better" social media posts; 3) The copycat top UX trends blog posts; 4) A word of encouragement for seasoned UXers currently job hunting. Check out the new World…
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Beyond the Buzz: Real Strategies for Thriving in Customer Experience with Chris Hood
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Welcome to another episode of Press 1 For Nick! Today we have a treat for our listeners as we dive into the world of customer experience and strategy with Chris Hood, the mastermind business strategist and a recognized customer experience guru. In this episode, Chris shuns the allure of inflated titles, underlining the importance of achievements ov…
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Episode 200: Traits of Today's Sinister UX Culture, Part 21
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In another interlude, Darren spends time sharing a few more stories and observations that illustrate sinister activites, behaviors, and attitudes being normalized in UX circles today, including his revisiting and explaining the corruption associated with UX portfolio reviews. Check it out! Check out the new World of UX website at https://www.worldo…
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Episode 199: Sinister Interlude — Homage to UX Pioneers and the Undetected and Unforeseen Fallout of the NN/g Attacks
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38:55
As an interlude to the Sinister series, Darren shares his perspectives on the recent attacks being levied on Don Norman and Jakob Nielsen. He also shares a history of Nielsen and Norman's many contributions to the discipline, provides recommendations on how to process the accusations, and pays homage to several UX pioneers and early practitioners. …
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Episode 198: Traits of Today's Sinister UX Culture, Part 20
50:03
50:03
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50:03
In Part 20 of the Sinister series, Darren addresses a trend observed over the years — one that involves a regularly declining support for operations, within and outside of UX teams, what is costs us, and the importance of overturning this trend. Check out the new World of UX website at https://www.worldoux.com. Visit the UX Uncensored blog at https…
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Episode 197: Traits of Today's Sinister UX Culture, Part 19
43:21
43:21
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43:21
In Part 19 of the Sinister series, Darren engages in a few observational and constructive rants about today's UX operation. Topics covered include but are not limited to such things as misdirection with the isms, folks who view accessibility as nothing more than a buzzword, predatory mentoring, people claiming to speak on behalf of the entire desig…
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Episode 196: Traits of Today's Sinister UX Culture, Part 18
35:36
35:36
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35:36
In the return to the Sinister series, Darren presents an "interlude," where he provides some insights derived from his personal journey in UX, coupled with a high-level view of the discipline's history. Via this look, Darren tracks and discusses the freefall of UX, when it began, and what it means for those dedicated to the proper representation of…
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Eryc Eyl is a speaker, coach, and consultant with more than 30 years of experience in making work more human in a variety of industries and organizations. He believes in a world in which work is more than just a four-letter word, but part of path to greater satisfaction, fulfillment, self-actualization, and flourishing. Eryc is also a storyteller, …
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