Season 1 - #33 Chloe Bregman - CX Design Director and Agile Coach

How do you balance agility with a customer-centric approach? In this episode, we sit down with Chloe [Last Name], an experienced UX and Agile coach who has worked with Fortune 500 companies and startups alike. Chloe shares insights into agile customer experience design, why speed and iteration matter, and how companies can keep customer needs at the center of every design decision.

💡 Key topics covered:
✔ The impact of customer-centricity on business performance
✔ The balance between agile, UX, and customer experience design
✔ Why brand consistency, user experience, and agile iteration can sometimes be at odds—and how to manage it
✔ How Amazon and Alibaba have mastered customer-driven innovation
✔ Real-world examples of agile customer experience at scale, including Tesla’s rapid response to customer feedback
✔ Practical tips for teams looking to integrate design into their agile process

🎯 Whether you're in UX, product management, or development, this episode will challenge your perspective on design, agility, and customer-centricity.

👉 Listen now and learn how to design, build, and ship better—faster.

🔗 Subscribe and follow for more insights on UX, Agile, and innovation!

Episode Chapters & Timestamps:

00:00 – Welcome & Introduction to Agile Customer Experience Design
00:15 – Why Customer-Centric Companies Are More Profitable
01:26 – Agile vs. Other Processes: One-Size-Does-Not-Fit-All
02:44 – Chloe’s Background in UX, Product Design, and Agile Coaching
05:29 – Why Agile Alone is NOT Enough for Innovation
06:57 – How Amazon’s Customer-Centric Approach Fuels Innovation
10:09 – The Shift from Classical Design to Generative & Computational Design
11:47 – Alibaba’s AI-Driven Personalization: 400M Unique Banner Ads!
14:11 – How Tesla Used Agile Customer Feedback to Improve Charging Stations
19:49 – Brand Consistency vs. Rapid Iteration: Finding the Balance
23:46 – Mapping the Customer Journey: Understanding Pain Points
29:18 – Customer-Centric Design Strategy & Prioritizing Moments of Truth
41:00 – Why Hypothesis-Driven Design Matters
50:09 – Connecting Agile UX to the Development Process
56:42 – Speed & Iteration: The Key to High-Performance Design
1:01:12 – Final Takeaways: The Power of Feedback Loops & Growth Mindset
1:02:09 – Q&A Session