Human-Centered Design with Purpose: AI, EX, and CX
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Human-Centered Design with Purpose: AI, EX, and CX
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About this listen
In this episode of Simply CX, Nicole talks with Brian Hodel from T-Mobile about how his team tackled a manual employee experience and transformed it into a streamlined, AI-powered solution for customers. They dive into how AI, customer feedback, and frontline employee insights shaped a tool that personalizes promotions, simplifies decision-making, and enhances both customer and employee experiences. They didn’t start with AI, they started with empathy, and how things went tell you everything about the power of human-centered design.
You'll walk away with:
• How human-centered design drives better CX outcomes
• Why simplicity and speed can matter more than flashy features
• What it takes to build scalable solutions that actually drive customer value
Mentioned in this Episode
• Promo Genius
• Microsoft Copilot
• Office 365 and Netflix promotions
🎧 Produced by Larj Media
📩 For more CX insights, follow Nicole on Linkedin
If you have questions or comments about CX email us: SimplyCX@microsoft.com
Additional Resources
Guest: Brian Hodel, Principal Engineer at T-Mobile
Role: Developer of Promo Genius and Orbit go-to-market system
Focus: AI-powered customer experience innovation