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Title: Engineering the Fan Experience: How the Kansas City Chiefs Scaled CX Beyond the Stadium | Lara KrugHost: Nick Brunker (Managing Director of Experience Strategy, VML)Guest: Lara Krug (EVP & Chief Media and Marketing Officer, Kansas City Chiefs; President & COO, Foolish Club Studios) Overview In professional sports, customer experience faces a challenge unlike almost any other industry: you have more brand attention than virtually anyone on earth, yet zero control over the outcome of the core product on the field. How do you design an experience strategy that thrives through championship highs and rebuilding lows alike? And how do you scale that experience for the millions of fans who may never set foot inside your home stadium? In this episode of Human Centered, host Nick Brunker sits down with Lara Krug—the first Chief Marketing Officer in Kansas City Chiefs history. Bringing an omnichannel brand perspective honed at L'Oréal and Anheuser-Busch, Lara reveals how the Chiefs engineered an end-to-end fan experience that bridges in-stadium tradition with global digital reach. She discusses how the organization redefined its customer segments—including a fanbase that is now over 57% female—the operational craft of live gameday CX, the strategic restraint required during historic cultural moments, and how content studios are redefining fan engagement outside the 60-minute game clock. Key Takeaways & Topics Covered: The Sports CX Paradox: Why sports breaks conventional customer experience models—and how to build lasting emotional attachment when the core product (winning on the field) is inherently unpredictable.Segmenting the Modern Fan Base: Moving beyond the legacy season-ticket holder profile to design dedicated experience tracks for casual fans, millennial parents, youth audiences, and an audience that is now over 57% female.Scaling Live Atmosphere to Digital Living Rooms: How the Chiefs productized their in-person tailgating culture into digital, interactive activations like the "World's Largest Tailgate" and "Tailgate Games" for fans around the world.Content as an Experience Layer: Why Foolish Club Studios was built to extend the fan lifecycle through year-round, non-traditional sports content—from The Kingdom docuseries to Hallmark movie partnerships.Operational Excellence & Gameday Logistics: An inside look at the cross-functional coordination required to orchestrate a seamless gameday journey for 70,000+ in-person fans while simultaneously managing live broadcasts and real-time social channels.Brand Restraint as a Trust Driver: How protecting the fan experience—choosing authenticity over short-term monetization when pop culture arrived at Arrowhead—strengthened long-term brand equity and customer trust.

Title: Signal Discipline: How Brands Use AI, Customer Signals, and Memory to Build TrustHost: Nick Brunker (Managing Director of Experience Strategy, VML)Guest: Adam Troyak (Managing Director, VML & WPP Enterprise Solutions) Overview In an era where AI makes capturing and storing customer data easier than ever, why are 77% of organizations reporting that AI adoption has outpaced their governance? In this episode of Human Centered, host Nick Brunker welcomes back Adam Troyak to unpack Signal Discipline—the strategic framework that separates customer care from customer surveillance. Adam breaks down why the biggest competitive advantage in AI isn't gathering more data, but developing the judgment to know what to remember, what to forget, and what to say out loud. Key Takeaways & Topics Covered: Data vs. Signals: Why functional data (clicks, browsing history) belongs to tech infrastructure, while first-party signals (human needs, self-disclosed preferences) belong to experience strategy.The "Surveilled" Trap: Why over 80% of tech spend lands in the high-data/low-trust quadrant—and why restraint is the true fix.The 5-Layer Signal Model: A step-by-step breakdown of Signals, Context, Memory, Trust, and Relationships.The Memory Policy Engine: How to build the "middle layer" in your tech stack that programmatically decides when data should persist, decay, surface, or be forgotten.Cross-Functional Alignment: Bringing the CIO, CMO, and Chief Risk Officer into the same room to map the 25 key "trust-bonding" moments in the customer journey.Read more of Adam's written pieces on Signal Discipline The Drum

Episode Summary: For years, the "segment of one" has been the holy grail of digital marketing. Thanks to AI and programmatic media, brands finally have the technical capability to deliver hyper-personalized content to thousands of micro-audiences at scale. But this incredible power comes with a dark side that few marketers are talking about: the erosion of shared brand identity. When an algorithm serves 10,000 different versions of a brand to 10,000 different people, does that brand still stand for anything collectively? In Episode 45 of Human-Centered, host Nick Brunker sits down with Chase Howell, Group Director of Content Strategy at VML, to unpack the "Content Consistency Paradox." Chase argues that our obsession with one-to-one marketing is quietly fracturing the cultural, communal moments that build true brand legacy. Iconic campaigns like Coca-Cola's holiday ads or Nike's "Just Do It" work specifically because they represent a shared truth that we all recognize together. To solve this paradox, Chase explains why the traditional model of brand governance—relying on static brand books and manual approval of individual assets—is completely dead in the age of generative AI. Instead, brands must shift their governance upstream. Marketing teams can no longer police the output; they must learn how to govern the systems, rules, and AI prompts that generate the content. Chase breaks down his actionable three-layer framework for scaling personalization without losing your brand's soul: The Core: The non-negotiable essence of the brand that AI is never allowed to touch (like flagship campaigns and cultural tentpoles).The Adaptive: Content scaled by AI, but tightly governed by human logic and strict channel rules.The Dynamic: Real-time, automated personalization operating inside a highly controlled sandbox.The two also discuss the nuances of "deep consistency" versus surface-level consistency, how to translate fuzzy brand adjectives into rigid AI instructions, and the crucial moments when brands should actually say no to personalization to avoid crossing the line into creepy territory. If you are struggling to balance the demand for high-volume content with the need for brand integrity, this episode is a masterclass in modern content strategy. Timestamped Chapters [00:00] Intro[02:06] Meet Chase Howell: From sports journalism to Group Director of Content Strategy.[03:22] The Content Consistency Paradox: How AI is breaking shared brand experiences.[05:43] The cultural power of the "Campfire Moment" (Coke, Nike, Ford).[08:00] Why traditional brand books and manual creative approvals are dead.[11:00] Surface-level consistency (fonts/colors) vs. deep brand intent.[13:00] The Spotify Wrapped example: Hyper-personalization wrapped in a communal event.[14:28] Translating soft brand adjectives into actionable AI constraints.[16:15] The 3-Layer Content Framework: The Core, The Adaptive, and The Dynamic.[18:50] When to say NO to personalization and the danger of false urgency.[20:40] Applying the 3-Layer framework to modern web strategy and UX.[23:15] Who owns brand integrity in an automated world?[24:25] Rapid Fire: The verdict on automated balls and strikes in baseball.Links Mentioned in the Episode Read Chase's Article: The Content Consistency Paradox: Scaling Personalization Without Fracturing Your BrandExplore more about our CX work and Enterprise Solutions at VML.comGuest Bio: Chase Howell is the Group Director of Content Strategy at VML, leading content strategy for premier clients across the US digital ecosystem. His career is defined by a slow march from "words to systems," beginning as a sports journalist for ESPN and the Cincinnati Enquirer before shifting to data, analytics, and brand marketing. Today, Chase sits at the collision point of brand identity, technology, and personalized customer experiences.  If you enjoyed this episode, please subscribe to Human-Centered on your favorite podcast platform and leave us a review! Your feedback helps us bring more incredible insights from the top minds in experience strategy.

On this episode of Human Centered, host Nick Brunker welcomes back VML Chief Innovation Officer Brian Yamada for their annual post-CES download. This year, the conversation moves past the initial hype of AI to explore its practical evolution into "Agentic AI" -- technology that doesn't just generate content, but executes tasks and negotiates purchases on your behalf.  Nick and Brian discuss the shift toward ambient computing (where tech disappears into the background), the transition from companion robots to functional "butler" bots, and the exploding trend of longevity health tech. They also dive into the complex future of commerce, debating how brands must adapt when they are no longer marketing to humans, but to the machines representing them. Explore VML's top takeaways from CES 2026 here. You can follow Nick Brunker on LinkedIn and X.

In an era of high customer expectations, a great app or website is no longer enough. Success demands a seamless, consistent experience across every single touchpoint. But why do so many organizations still struggle with disconnected channels, treating their mobile, web, and in-store experiences as separate entities? On this episode, host Nick Brunker is joined by Erik Haines, Managing Director of Technology, Mobile Apps, and Product Management at VML, to discuss why businesses can no longer afford to operate in silos. Erik breaks down the critical need for a unified product strategy, explaining how to shift from a channel-first to a customer-first mindset. In this episode, you'll learn: The three main reasons organizations fail to connect their customer experiences: organizational structure, legacy tech, and misaligned incentives.How to use mobile as the "remote control" for the entire customer relationship.Practical steps for mapping the customer journey and using data holistically to create personalized, real-time interactions.The crucial role of leadership in breaking down internal barriers and fostering a culture of cross-functional collaboration.Read more from Erik on the subject with our friends at BottleRocket, here.

How is creative effectiveness being redefined in a world powered by first-party data and retail media? On this episode, Nick Brunker is joined by Mari Sokolowski, Performance Marketing Personalization Lead at Haleon, to explore the evolution of creative from a static asset to a living, dynamic system. They discuss how brands are adapting to retailers becoming powerful media companies, the mindset marketers need to bridge the gap between art and the algorithm, and the importance of balancing short-term performance with long-term brand love to create experiences that feel like a service, not a sell.

The game has changed. For over a decade, marketers mastered the art of climbing Google's rankings. But with the rise of AI Overviews and conversational search, the classic "10 blue links" are fading. We're in a new era where answers are synthesized and clicks are no longer the primary goal. How can brands survive ...and thrive... in this new landscape? Host Nick Brunker welcomes back VML's Chief Discoverability Officer, Heather Physioc, who is on the front lines guiding global brands through this evolution. In this episode, you'll learn: The End of an Era: What Google's AI Overviews and AI Mode mean for the future of search.The "Zero-Click" Threat: Why website traffic is declining and how to adapt your measurement strategy when clicks and rankings are no longer the key metrics.Becoming the Source: Practical steps to build authority and create content that AI engines will trust and cite.The Marketer's Playbook: A three-part plan for what to do immediately, what to test in the near term, and the strategic pivots to plan for long-term success in the age of AI.

On this episode of Human Centered, host Nick Brunker sits down with Jenny Collopy, Vice President and Chief Marketing and Communications Officer for The Christ Hospital Network, to explore the unique and complex role of the healthcare CMO. They discuss how to build a brand when the customer's journey is one of the most personal they will ever undertake, and how marketing a product that is fundamentally about trust, care, and human vulnerability differs from other industries. Jenny shares insights from her career path, the importance of mission-driven storytelling, the challenges of navigating patient privacy in a data-driven world, and how her team works to bridge the digital front door with the in-person clinical experience to build community trust. Connect with Jenny on LinkedIn and learn more about the great work she's doing with The Christ Hospital Network

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.

On this episode of Human Centered, host Nick Brunker welcomes Jason Gaikowski, VML's Chief Transformation Officer, to explore how AI is transforming creativity in marketing. Jason describes our industry's "engagement addiction" as creating "junk food for the soul" and argues we're experiencing an "event horizon" - a profound shift comparable to the industrial revolution. They discuss how AI might democratize creativity beyond creative departments, why questions will become more valuable than answers in an AI world, and the imperative to ensure machines work for us rather than the reverse. This conversation challenges us to reimagine our relationship with technology and rediscover creativity's true purpose: improving people's lives rather than simply driving engagement metrics. Also be sure to check out Jason's new podcast, The Opinion Party!

On this episode of Human Centered, host Nick Brunker welcomes Dave Altis, Chief Experience Design Officer at VML, to explore the future of websites. As AI and Web3 technologies rapidly evolve, they discuss the limitations of current platforms and the impending shift towards agent-driven, hyper-personalized experiences. Dave shares insights on how brands can navigate this transition, from embracing AI-powered content delivery to designing for emotional connection in an increasingly automated world. They discuss the changing expectations of consumers and the role of storytelling in the age of AI. Get ready to rethink the future of websites and how they'll shape the way we interact with brands online.

On this episode of Human Centered, VML Chief Innovation Officer Brian Yamada joins host Nick Brunker fresh from CES 2025 to discuss the latest technological innovations shaping our future. From AI's evolution into the experience era to emotionally intelligent robots and breakthrough developments in health and accessibility, Brian unpacks how artificial intelligence is moving beyond content creation to fundamentally reshape how we interact with technology in our daily lives.  The conversation explores how brands can leverage these emerging technologies, the rise of local AI models, and what these developments mean for marketers and brands looking to create more meaningful consumer connections. Brian also shares insights on how companies can stay ahead of rapid technological change while maintaining authentic human connections in an increasingly AI-driven world.

In our annual predictions special of Human Centered, VML's Global CXDO Karen Boswell joins host Nick Brunker to forecast the major customer experience trends for 2025. Building on her accurate predictions from last year, Karen explores how AI will evolve from a transactional tool to an intelligent companion, reshaping how brands connect with customers.  The conversation delves into the future of personalization, emerging privacy concerns, and the impact of AI on both CX professionals and the health/wellness industry. Whether you're a brand leader, CX practitioner, or technology enthusiast, this forward-looking discussion offers valuable insights on navigating the rapidly evolving landscape of customer experience in the year ahead.

On this episode of Human Centered, host Nick Brunker, Group Director of Experience Strategy at VML, dives into the evolving landscape of holiday shopping just as Black Friday approaches. Joined by Michelle Baumann, VML's Chief Strategy Officer, they explore how brands are navigating what promises to be the most channel-diverse and technologically advanced shopping season yet. Discover strategies for handling compressed commerce, leveraging social platforms for enhanced customer engagement, and maintaining service quality during high-volume periods. Michelle shares insights from VML's "Power of Peak" report, which highlights the transformation from a single-day shopping event to an extended season that reshapes customer expectations and behaviors. Tune in to learn about managing AI-powered interactions, creating seamless omnichannel experiences, and optimizing mobile shopping. Whether you're a CX professional or a curious consumer, this episode offers valuable takeaways for delivering exceptional experiences during retail's most demanding season. 🔗 Links & Resources: Power of Peak ReportConnect with Nick on X @nickbrunkerEmail us at [email protected]

In this episode of Human Centered, host Nick Brunker and Ben Geheb, VML's global chief experience strategy officer, discuss the evolving landscape of customer experience. They explore why CX index scores are at their lowest point, the challenges of measuring CX ROI, and the shift away from CX being owned by a single department. The conversation delves into the need for collaboration across multiple business areas to create effective experiences, the role of AI in shaping future CX strategies, and the importance of aligning objectives and accountability in modern CX practices.