Design Thinking, Experience Management Podcast, Asia, Vietnam

Tune in each month to our new Human Centered Design & Experience Management podcast series, co-created by Doodle Design and XM Global Collaborative, hosted by Chris Elkin, Founder of Doodle Design.

Why “Rants to Remedies”?

Reshaping Experience Management – whether internal stakeholders or external customers – is rarely straightforward. It’s messy, frustrating, and transformative all at once. Each month, we invite industry leaders to share practical insights and tips on what works (and what doesn’t), helping us all build smarter, more human-centered ways of thinking, innovating, and collaborating to serve people better in today’s fast-evolving world.

This podcast connects changemakers across industries to exchange valuable insights and practical takeaways, elevating XM Experience Leadership on a global scale.

Email us (hello@doodledesign.co) to join our newsletter and receive exclusive invitations to upcoming podcasts!

Episode 5 – Now Live

How We Elevated Design as a Strategic Advantage at Techcombank

Guest: Ilko Batakliev – SVP, Head of Experience & Service Design, Techcombank

Host: Chris Elkin – Founder, Doodle Design & Design Thinking Academy

Chris Elkin sits down with Ilko Batakliev, Senior Vice President and Head of Experience & Service Design at Techcombank, to explore how design became a true strategic advantage inside one of Vietnam’s leading banks.

Ilko shares his professional journey from global design leadership at HSBC to spearheading a transformation at Techcombank – turning design from a support function into a driver of innovation, growth, and measurable impact. He reflects on what it takes to build trust, capability, and culture, and how to connect design with business outcomes in complex organisations.

Key Takeaways:

How Techcombank embedded ‘design trust’ as a strategic growth driver
Building capability, culture, and leadership alignment for collaboration at scale
Measuring and sustaining design’s value at the executive level
Ilko’s personal leadership lessons and cultural learnings from working in Vietnam
The future of human-centred design and experience innovation in banking

Watch the full episode here:

Episode 4 – Now Live

Why Most Transformations Fail – And How to Succeed

Guest: Dr. Dennis Khoo, Author & Founding Leader of UOB TMRW Digital Bank

Host: Chris Elkin, Founder, Doodle Design & Design Thinking Academy

In this episode, we discuss the hard truths behind why over 70% of large-scale transformations fail — and what leaders can do differently to drive sustainable, human-centred innovation in complex organisations.

Key takeaways include:

Why most incumbent transformations fall short
The power of a holistic, human-centred transformation framework
Building the right culture, values and capabilities
Balancing stakeholder delegation, roles, design, tech, business, creativity, and discipline
Embedding transformation as a way of working via TaP
(The All Digital Playbook)
Practical leadership insight and advice from one of Asia’s top transformation experts

Watch Episode 4 now

Episode 3 – Now Live!

Empowering the Next Generation of Financial Customers

Guest: Michal Skalicky, Chief Customer Officer at Home Credit Vietnam

In this episode, we discuss:

What matters most to next-gen customers: Understanding their values and priorities.
Designing for financial inclusion: Balancing technology, AI, and trust.
Empowering customers: The role of financial education in smarter decision-making.
Shifting focus: Moving from product-driven to people- and purpose-driven strategies.
Michal’s top tips and inspirations for the future of financial services.

Watch Episode 3 now