Episode
Ep. 70 - What Warner Bros Discovery Gets Right About CX
- Podcast
- The Experience Edge
- Published
- Apr 8, 2026
- Duration seconds
- 3247
- Processing state
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Summary
Katie Duncan, former CX leader at Warner Bros. Discovery, joins The Experience Edge to unpack what it actually takes to operationalize customer experience inside complex, high-growth media organizations. Drawing from scaling CX across major streaming launches, she brings a grounded view on turning strategy into execution. The conversation centers on the gap between customer-centric ambition and operational reality. Katie argues that most companies lose customer insight during execution, and that true CX maturity comes from embedding insights into decision-making across the full lifecycle, not just measuring outcomes after the fact. Guest Bio Katie Duncan is a customer experience leader with over 15 years of experience driving CX transformation across media and technology organizations. At Warner Bros. Discovery, she built and scaled CX operations supporting major streaming launches including Discovery Plus and Magnolia. Her work spans operational design, customer insights, and cross-functional alignment at scale. She is known for bridging strategy and execution in complex enterprise environments. Katie has led large teams and influenced CX integration across product ecosystems during periods of rapid growth and organizational change. Key Takeaways Customer centricity often exists as cultural language rather than operational reality, breaking down when insights are not embedded into decision-making processes CX impact comes from preventing friction early in the journey, not reacting to issues after they surface in metrics Treating CX as a reporting function limits influence, while positioning it as a decision partner enables real business impact Hidden defects in customer journeys often exist between touchpoints, requiring end-to-end analysis rather than isolated optimi…