---
title: "Ep 8: Assuring Quality in Experience Delivery"
description: Learn how top brands like Disney, Nike, and Ritz-Carlton ensure high-quality, customer-centric experiences across channels.
---

[CXD Podcast ](https://enginecxdesign.com/cxd-podcast)

# [Ep 8: Assuring Quality in Experience Delivery](https://enginecxdesign.com/cxd-podcast/assuring-quality-in-experience-delivery)

 Written by [Engine](https://enginecxdesign.com/cxd-podcast/author/engine) | Nov 13, 2023 12:00:00 AM

Join host Oliver King as we navigate Delivery Quality and Assurance in our customer-centricity series. After exploring design insights from Starbucks, Dyson, and IKEA, we now ask: "Are we tailoring experiences to customer needs?"

Oliver charts the stages of customer-centric maturity, from disjointed beginnings to becoming industry leaders. Dive into the three pillars: Customer Journey Delivery, Channel Management, and Service Quality, drawing lessons from Disney's immersive touchpoints, Nike's seamless channels, and Ritz-Carlton's unparalleled service. <https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbWpfNFRiMk9YX3B4VkE1bXlnUW5MRFZDUDNmd3xBQ3Jtc0trM3hQQUlhTExpRWtuZjE4dkJwbURrdmdzeWV1Z29VSTJObkU1b0VCWmJkWlIxV0dIUklOR1ZMNWY4T2JDSndZY0xZdUgwaG1tNGFHMFcydlRrMTNISEZqakxhMTBXREpjdWVPTDlOeTRzN3g2dFRVUQ&q=https%3A%2F%2Fresources.engineservicedesign.com%2Fcustomer-centricity-index&v=51KoZh6xvYA>

[View full post](https://enginecxdesign.com/cxd-podcast/assuring-quality-in-experience-delivery)

```json
{
  "@context" : "http://schema.org",
  "@type" : "BlogPosting",
  "author" : {
    "@type" : "Person",
    "name" : "Engine"
  },
  "dateModified" : "2026-03-26T08:59:47.509Z",
  "datePublished" : "2023-11-13T00:00:00Z",
  "headline" : "Ep 8: Assuring Quality in Experience Delivery",
  "image" : {
    "@type" : "ImageObject",
    "height" : 1350,
    "url" : "https://7172875.fs1.hubspotusercontent-na1.net/hubfs/7172875/Imported_Blog_Media/Website%20Ep08-4.jpg",
    "width" : 2026
  },
  "mainEntityOfPage" : "https://enginecxdesign.com/cxd-podcast/assuring-quality-in-experience-delivery",
  "publisher" : {
    "@type" : "Organization",
    "logo" : {
      "@type" : "ImageObject",
      "height" : 60,
      "url" : "/hs/hsstatic/content_shared_assets/static-1.4092/img/default-amp-logo.png",
      "width" : 60
    },
    "name" : "CXD Podcast"
  }
}
```