The CX Live!

The CX Live! podcast is an interview-style show for briefing programs and meetings. Our goal is to be your dedicated channel for all things customer experiencer where we ask industry thought leaders the tough questions about building a world-class program. Each month we’ll explore a new topic or trend that impacts customer experience, employee engagement, digitization and more…We’re unfiltered. We’re authentic. We’re having a conversation… join in!

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The CX Live!

The CX Live! Episode 82: Well-Rounded Experiences: What Centers Can Learn from Museums, Theme Parks and Other Destinations with Chad Hutson & Tim Kail

February 04, 2025

In this episode, Chad Hutson, Chief Strategy Officer, and Tim Kail, Executive Creative Director, both of Dimensional Innovations, explore how experience-based destinations provide unique avenues for storytelling and creating memories that last. Employing ideas from these sources, managing budgets to achieve client objectives and testing future technologies are ways they encourage customer-facing programs to create well-rounded experiences for a variety of audiences.

Highlights

Museums: compelling content, interactivity, memorability
Theme Parks: ‘surprise & delight’, design, customization
Everyday Destinations: hospitality, education, relationships
Budgets: design, deploy, measure, optimize
Innovation Labs: test early, fail fast, fail small

Resources

Guest Thought Leaders

Chad Hutson, Chief Strategy Officer, Dimensional Innovations

Chad helps to develop and execute the strategic direction of the organization. Previously, as co-founder and CEO of specialized creative agency Leviathan, Chad led overall operations, business development and strategy for the organization, which was acquired by Envoy in 2017.

Tim Kail, Executive Creative Director, Dimensional Innovations

His day to day is learning as much as possible about a wide array of business categories, and working hard to reflect back some nugget of undiscovered truth that will help them connect with their audiences in a meaningful way. Prior to DI, Tim co-founded Rockbox, a strategic video content agency.