Human-Centered Design with Purpose: AI, EX, and CX

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