The Future of Behavior Change: How Suggestic is Transforming Wellness Journeys
The Experience Strategy Podcast
Release Date: 05/08/2024
The Wall Street Journal on the Value of Getting People to Spend More Time with Your Brand
The Experience Strategy Podcast
In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss a Wall Street Journal article written by Jennifer Williams about retail, focusing on how major brands are intentionally slowing down the shopping experience to enhance customer engagement. They explore the importance of creating meaningful experiences, the lessons learned from Toys R Us, and the need for authenticity in retail strategies. The conversation emphasizes measuring success beyond traditional sales metrics and highlights the future of experience-led brands. Takeaways The longer...
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Free Advice for Tony Bates at Genesys on Empathy and AI
The Experience Strategy Podcast
In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss Tony Bates article in Fortune Magazine on the intersection of empathy, AI, and customer experience. They explore how empathy is often seen as a critical component in business interactions, especially in the context of AI's role in enhancing customer service. The conversation delves into the nuances of sympathy versus empathy, the importance of emotional jobs in customer interactions, and the need for businesses to differentiate themselves through human elements in an increasingly...
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The Transformation Economy Book is Final!
The Experience Strategy Podcast
Summary In this episode, the hosts discuss the upcoming book 'The Transformation Economy' by Joe Pine, exploring the readiness of the world for transformation, the role of technology, and the importance of creating experiences that lead to lasting change. They delve into the nuances of transformation, including the distinction between temporary and permanent changes, the interconnection between experiences and transformations, and the need for businesses to adapt their models to support customer outcomes. The conversation highlights the exciting potential for transformation in various...
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What HBR Missed About Taylor Swift's Genius
The Experience Strategy Podcast
Summary In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton delve into the strategic genius of Taylor Swift, exploring how her approach transcends music to embody principles of experience strategy. They discuss her emotional connection with fans, authenticity, and the aspirational roles she plays for her audience, particularly young women. The conversation highlights the economic impact of her experiences and the lessons that can be drawn for businesses in the experience economy. Takeaways Taylor Swift's success is rooted in her emotional...
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Weight Watchers is in the New York Times
The Experience Strategy Podcast
Summary In this episode, the hosts discuss the recent bankruptcy of Weight Watchers and explore the implications for the company's future. They analyze the shift from a focus on human interaction to technology, the importance of understanding customer aspirations, and the need for a strong brand identity. The conversation emphasizes the necessity for Weight Watchers to redefine its approach to transformation and support, moving beyond just weight management to encompass broader health and well-being goals. Takeaways The Experience Strategy Collaboratives help strategists build better...
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Cracker Barrel is in the Wall Street Journal | May 6, 2025
The Experience Strategy Podcast
In this episode of the Experience Strategy Podcast, hosts Joe Pine, Aransas Savas, and Dave Norton discuss the Wall Street Journal article about Cracker Barrel's recent transformation efforts aimed at attracting younger customers while retaining their core base. They explore the challenges and opportunities of modernizing a legacy brand, emphasizing the importance of experience strategy over mere aesthetic changes. The conversation highlights the role of employees in successful transformations, the impact of economic factors on customer behavior, and innovative ideas for enhancing the dining...
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Scheels is in the Washington Post
The Experience Strategy Podcast
In this episode of the , hosts Aransas Savas, Dave Norton, and Joe Pine discuss the evolution of the podcast, introduce new co-hosts, and explore the concept of experiential retail through the lens of , a successful retail store. You might have seen in that Scheels is conquering middle America. During a downturn and with tariffs on the way, how will people shop at retailers like Scheels. They emphasize the importance of community, trust, and contextual design in creating meaningful experiences for customers. The episode wraps up with key takeaways for strategists looking to enhance their...
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How to Stay Customer-Centric During Economic Downturns with Blake Morgan
The Experience Strategy Podcast
In this episode, experience strategists Dave Norton and Aransas Savas speak with Blake Morgan, the “Queen of CX” and a leading futurist in customer experience, about her latest book and insights on the future of customer service. Blake explains why customer service levels are at historic lows despite post-COVID digital transformations and emphasizes the need for companies to remain customer-centric during economic uncertainty. She introduces her WAYS framework for building effective CX strategies and discusses the critical role of empathy and human connection in an AI-driven world....
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Integrating Experience into Corporate Vision with George Barnett of the Strategy Toolkit
The Experience Strategy Podcast
In this episode of The Experience Strategy Podcast, we’re joined by George Barnett, strategy expert and author of The Strategy Toolkit, a newsletter that includes excerpts from his books on strategy, plus insights, analysis and strategy for the 21st century. We look at how business strategy has changed over the last 20 years and why customer experience is now so important for success. George shares stories from his work, showing how focusing on customer experience can help businesses grow and attract investors. Tune in to the episode as we discuss: Why some common ways of measuring...
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Creating Time Well Spent in Communities with Feverbee Founder and Enterprise Community Strategist, Richard Millington
The Experience Strategy Podcast
In this episode of the Experience Strategy Podcast, podcast hosts, Dave Norton and Aransas Savas explore the rapidly evolving landscape of enterprise community building with , founder of and a leading expert in community strategy. With nearly two decades of experience helping organizations build thriving communities for members, customers, and employees, Richard brings a wealth of knowledge from working with industry giants like Google, Facebook, Oracle, and Wikipedia. His insights challenge traditional notions of community management, advocating for supporting existing ecosystems rather than...
info_outlineIn this episode of The Experience Strategy Podcast, we are thrilled to chat with Victor Chapela, co-founder and CEO of Suggestic, who shared how they are leveraging AI and data to dramatically rethink the intersection of lifestyle journeys and wellness. Tune in to this episode for Victor’s key insights:
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Focusing on what people can do realistically do vs. what they should do to minimize friction
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Tapping into extrinsic motivation by allowing people to share progress.
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Using AI interfaces like LLMs as a universal UI to collect data, model behaviors, and provide personalized guidance.
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The power of making something extremely difficult much easier to drive adoption and impact.
This conversation exemplifies the importance of centering journeys on an individual’s unique goals and solutions, and provides a valuable model for using AI responsibly to enable personalized behavior change - leaving us energized about the implications for experience strategy across different industries.
To access the transcripts to this episode, click here.