The Experience Strategy Podcast
With over 100 episodes, the Experience Strategy Podcast is that secret superpower that helps strategists around the world grow their business acumen. Your hosts, Aransas Savas, Joe Pine, and Dave Norton discuss the most important topics in the business world, but they do it by focusing on the experiences and transformations that customers attain.
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What Integration Therapies in Silicon Valley Have to Do with the Transformation Economy
07/10/2025
What Integration Therapies in Silicon Valley Have to Do with the Transformation Economy
In this episode, we dive into the intriguing world of integration therapies within Silicon Valley's tech culture. Inspired by a we discuss how psychedelics are becoming mainstream among tech workers, leading to the rise of integration therapists. These professionals help individuals process their experiences with substances like ayahuasca and psilocybin, aiming to combat burnout and unlock creativity. We explore the therapeutic potential and unintended consequences of this trend, including the phenomenon of workers leaving the industry after profound experiences. Takeaways Psychedelics are becoming mainstream in Silicon Valley. Integration therapy is essential for processing psychedelic experiences. Many tech workers face existential crises after psychedelic use. Therapeutic use of psychedelics is viewed positively by some. Reflection is crucial for meaningful transformation. Journaling can enhance personal agency and clarity. Travel can provide new perspectives for personal growth. Integration helps sustain the benefits of transformative experiences. Companies can benefit from encouraging reflection among employees. The conversation around psychedelics is evolving and complex. Chapters 00:00 Introduction to Psychedelics in Silicon Valley 02:09 The Role of Integration Therapies 05:57 Therapeutic Uses of Psychedelics 09:57 Moral Perspectives on Psychedelics 14:10 Transporting vs. Transformative Experiences 18:20 The Power of Journaling and Reflection 21:44 Encapsulation and Integration in Transformation 23:57 Conclusion and Reflections on the Discussion Read More: https://www.wsj.com/lifestyle/so-you-took-ayahuasca-the-therapist-will-see-you-now-eee7476b?st=8GRcX3&reflink=desktopwebshare_permalink Register for a free pilot program with Feedback Now https://marketing-info.feedbacknow.com/free-pilot Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com
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Robert Fabricant on AI and Design for Cognitive Decline
07/01/2025
Robert Fabricant on AI and Design for Cognitive Decline
In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss the intersection of aging and technology, particularly focusing on how technology can be designed to support cognitive health as we age. They reflect on a personal article by Robert Fabricant in that challenges the current approach to technology for the aging population, advocating for ambient adaptive technology that promotes dignity and agency. The conversation explores the need for AI design that accommodates cognitive decline, the importance of contextual awareness in technology, and the potential for transformational technology to enhance the quality of life for older adults. This podcast is brought to by , the world’s best solution for real-time feedback. Takeaways: AI Technology should be designed for aging well. Cognitive decline requires specific support. Adaptive technology can enhance dignity in aging. Ideally AI should passively support people in cognitive decline Contextual awareness can improve how people engage with tool. Designing for accessibility benefits everyone. Transformational technology can maintain cognitive function. Data can empower users to understand their health better. The future of technology lies in integration with life systems. Chapters” 00:00 Introduction to the Experience Strategy Podcast 01:17 Reflections on Aging and Technology 04:12 The Role of Adaptive Technology 12:03 Contextual Experience Design 15:52 Superpowers and Cognitive Support 20:39 The Future of Health Technology 23:54 Designing for Resilience vs. Performance Read More: https://www.fastcompany.com/91350804/why-im-wishing-for-different-technology-on-fathers-day Register for a free pilot program with Feedback Now https://marketing-info.feedbacknow.com/free-pilot Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com
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New Release Shows that Airbnb is Serious About In-Destination Experiences
06/26/2025
New Release Shows that Airbnb is Serious About In-Destination Experiences
In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss Airbnb's recent rebranding and its shift from a focus solely on home bookings to a more holistic approach that includes services and experiences. They explore the implications of this transformation for the travel industry, emphasizing the importance of authenticity, operational platforms, and the experience economy. The conversation highlights the potential for Airbnb to create unique, transformative travel experiences that resonate with customers' desires for connection and personal growth. Takeaways Airbnb is evolving from just home bookings to offering services and experiences. Transformative travel is about creating lasting changes in identity and aspirations. Airbnb's operational platform can help travelers manage their entire itinerary. Authenticity in travel experiences is key to perceived value. Experience stacking allows for unique offerings that enhance customer engagement. The shift from a sharing economy to an experience economy is crucial for value creation. Vetting experiences builds trust and enhances customer satisfaction. Airbnb's community aspect deepens the travel experience. The future of travel will focus on personalized and bespoke experiences. Airbnb's approach could raise the standard for the entire travel industry. Chapters 00:00 The Evolution of Airbnb: A New Era in Travel 03:24 Transformative Experiences: Beyond Just Stays 06:16 Operational Platforms: The Future of Travel Itineraries 09:12 Authenticity in Travel: The Airbnb Advantage 14:50 The Shift from Sharing to Experience Economy 17:33 Creating Value Through Experiences 20:34 The Role of Trust and Vetting in In Destination Experiences 23:27 The Future of Airbnb and the Experience Economy Read More: https://news.airbnb.com Register for a free pilot program with Feedback Now https://marketing-info.feedbacknow.com/free-pilot Register for the free membership in the Collaboratives here: Sign up for the Experience Strategist Substack here:
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Fashion Group Zara is Introducing Travel Mode
06/19/2025
Fashion Group Zara is Introducing Travel Mode
In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Dave Norton, and Joe Pine discuss fashion group Zara's innovative travel mode, which allows users to shop for products while traveling. They explore the concept of 'modes'—temporary mindsets and behaviors that influence customer experiences—and how Zara's travel mode can enhance customer engagement. The conversation delves into the importance of context, opportunities for improvement, and the potential for community building through social media. The hosts emphasize the dynamic nature of modes and the need for behavioral science to further explore this concept. Takeaways Zara's travel mode allows shopping while traveling. Modes are temporary mindsets that influence behavior. Travel mode operates without internet access, enhancing usability. Anticipating customer context is crucial for effective modes. Supporting customer modes can create more buying opportunities. Zara's travel mode is a key conversion strategy. Leveraging community and social media can enhance customer experience. Zara should focus on its strengths in fashion. Behavioral science should study modes more extensively. The dynamic nature of modes offers opportunities for brands. Chapters 00:00Exploring Zara's Travel Mode Initiative 06:01Understanding Human Modes vs. Technology Modes 08:45The Importance of Context in Customer Experience 14:49Evaluating the Effectiveness of Zara's App Features 17:43Leveraging Community and Social Media for Engagement 20:47The Role of Behavioral Science in Understanding Modes 26:46Future Directions and Listener Engagement
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The Wall Street Journal on the Value of Getting People to Spend More Time with Your Brand
06/12/2025
The Wall Street Journal on the Value of Getting People to Spend More Time with Your Brand
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 someone spends in a store, the more likely they are to convert into a purchaser. Retailers are adding experiences to encourage customers to linger longer. Time well spent is a key concept in enhancing customer experience. Experiences must be meaningful and relevant to the brand. Toys R Us failed to create relevant experiences for their target audience. Lego gets it. Camp.com gets it. Retail success should be measured by time value, not just sales per square foot. Authenticity in brand experiences is crucial for customer loyalty. Walmart is evolving to compete with experiential brands. Experience-led brands can charge for their unique offerings. Read More: https://camp.com Register for the free membership in the Collaboratives here: Sign up for the Experience Strategist Substack here:
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Free Advice for Tony Bates at Genesys on Empathy and AI
06/04/2025
Free Advice for Tony Bates at Genesys on Empathy and AI
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 automated world. Chapters 00:00 Introduction to Experience Strategy Podcast 01:50 The Role of Empathy in AI and Business 06:43 Sympathy vs. Empathy in Customer Experience 12:12 Emotional Jobs and AI's Role 14:55 Human Element as a Differentiator 20:56 The Future of AI and Experience Strategy Read more here: Register for the free membership in the Collaboratives here: Sign up for the Experience Strategist Substack here:
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The Transformation Economy Book is Final!
06/01/2025
The Transformation Economy Book is Final!
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 industries and the importance of collaboration in achieving meaningful change. Takeaways The world is now ready for The Transformation Economy. Transformation is a big word, often scary. We only ever change through our experiences. Create the experience of transformation, not the promise. Temporary transformation is a type of transformation. You can't transform without experiences. Charge for the outcomes your customers achieve. Transformation requires follow-through and support. The future of transformation is super exciting. We need a chief transformation officer focused on customers. Chapters 00:00 Introduction to the Transformation Economy 02:58 The Readiness for Transformation 06:00 The Role of Technology in Transformation 09:04 Personal Experiences and Transformation 12:08 Understanding Transformation: Temporary vs Permanent 14:55 The Interconnection of Experiences and Transformations 17:54 Levels of Experiences and Their Impact 20:50 Sustaining Transformation 24:00 Business Models for Transformation 27:13 The Future of Transformation Strategy
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What HBR Missed About Taylor Swift's Genius
05/22/2025
What HBR Missed About Taylor Swift's Genius
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 connection with fans. Her strategies reflect core principles of innovation and experience strategy Authenticity is key to maintaining relevance and trust with consumers. Super consumers are emotionally connected and deeply involved with the experience. Taylor Swift's evolution showcases the importance of staying true to oneself while innovating. Mentorship and community are significant aspects of her appeal to young women. Experiential engagement creates lasting memories and connections for audiences. The economic impact of her tours demonstrates the value of experiences. Her collaborations highlight the balance between authenticity and innovation. Taylor Swift serves as a modern case study for experience strategy in action. Chapters 00:00 Introduction to Experience Strategy Podcast 01:24 Exploring Taylor Swift's Strategic Genius 05:36 Emotional Connection and Authenticity in Experience 10:32 Principles of Authenticity and Evolution 15:28 Aspirational Jobs and Mentorship 20:05 Experiential Engagement and Economic Impact Read more here: Register for the free membership in the Collaboratives here: Sign up for the Experience Strategist Substack here:
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Weight Watchers is in the New York Times
05/15/2025
Weight Watchers is in the New York Times
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 experiences. Weight Watchers' bankruptcy highlights the need for a strong point of view. Human interaction is crucial for transformational businesses. Technology should support, not replace, human connection. Weight Watchers struggled with branding and trust issues. The company needs to focus on transformation and support. Understanding customer aspirations is key to success. Weight management is a complex issue that requires a holistic approach. The future of Weight Watchers may involve multiple job focuses. The hosts express hope for Weight Watchers' success and transformation. This episode is brought to you by . You might be the lucky winner of a free membership to the Experience Strategy Collaboratives. To register go to
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Cracker Barrel is in the Wall Street Journal | May 6, 2025
05/06/2025
Cracker Barrel is in the Wall Street Journal | May 6, 2025
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 experience. Cracker Barrel is attempting to modernize while retaining its nostalgic appeal. Transformations often fail when they ignore the core customer base. Experience should lead brand decisions, not the other way around. Employee involvement is crucial for successful transformations. Economic changes can create opportunities for brands like Cracker Barrel. Experience strategy can be a powerful tool in attracting customers. Innovative dining experiences can differentiate a brand. Understanding customer needs is essential for effective transformation. Merchandising strategies can enhance the overall experience. Chapters 00:00 Introduction to Experience Strategy Podcast 01:05 Cracker Barrel's Transformation Journey 04:05 Understanding Cracker Barrel's Nostalgia and Experience 08:10 The Role of Aesthetics in Experience 10:06 Employee Engagement in Transformations 14:07 Navigating Economic Challenges and Customer Needs 18:04 Innovative Ideas for Enhancing Customer Experience 20:16 Conclusion and Future Insights
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Scheels is in the Washington Post
05/02/2025
Scheels is in the Washington Post
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 experience strategies. Takeaways The podcast has an additional co-host! Joe Pine The did a great article about marketing experience retailer, Scheels. is a successful example of experiential retail. Experiential retail can drive sales for surrounding stores. Community involvement builds trust with customers. Charging for experiences can turn marketing into a profit center. Design experiences with the customer's context in mind. Companies that reinvest in communities earn sustainable trust. The importance of creating third places for community gathering. Experience strategies should focus on customer systems. Engaging in local experience excursions can provide valuable insights. This episode brought to you by The Experience Strategy Collaboratives. in the Collaboratives —a $35,000 value! Chapters 00:00 Welcome Back to Experience Strategy Podcast 03:22 Introducing the New Format and Co-Hosts 05:24 Exploring the Scheels Experience 11:01 The Importance of Context in Experience Design 18:06 Building Trust Through Community Engagement 21:11 Wrap-Up and Key Takeaways
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How to Stay Customer-Centric During Economic Downturns with Blake Morgan
11/13/2024
How to Stay Customer-Centric During Economic Downturns with Blake Morgan
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. Additionally, Blake highlights the essential connection between employee experience and customer loyalty, showcasing how businesses like Trader Joe’s thrive by investing in their people. This episode offers invaluable insights for CX leaders and anyone passionate about fostering customer-centric cultures that endure. To access transcripts to this episode, click .
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Integrating Experience into Corporate Vision with George Barnett of the Strategy Toolkit
10/23/2024
Integrating Experience into Corporate Vision with George Barnett of the Strategy Toolkit
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 customer happiness might not work well How to use CX to attract investors This episode is a must-listen for anyone interested in making customer experiences better and ways to have a bigger impact on their company’s decision. For access to the transcripts to this episode, click .
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Creating Time Well Spent in Communities with Feverbee Founder and Enterprise Community Strategist, Richard Millington
09/18/2024
Creating Time Well Spent in Communities with Feverbee Founder and Enterprise Community Strategist, Richard Millington
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 controlled forums, and offering practical strategies for mapping community landscapes and measuring real outcomes. Tune in to this episode for a fresh perspective on creating meaningful, collaborative experiences that drive genuine value for businesses and their stakeholders. For access to the transcripts of this episode, click .
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Creating Purpose-Driven Experiences with Sarah Dusek
09/04/2024
Creating Purpose-Driven Experiences with Sarah Dusek
In this episode of the , , an entrepreneur, venture capitalist and author, takes listeners on a journey through her remarkable career in experience-driven business. From founding the pioneering glamping company to her current venture in global regenerative travel, Sarah demonstrates how aligning personal passion with customer needs can create industry-shaping innovations. She shares valuable insights on the power of businesses to mold culture and drive positive change, emphasizing the importance of sustainability and community impact in experience design. Sarah's discussion of her upcoming book, offers a compelling perspective on women's empowerment in business and the significance of dreaming big when it comes to making an impact. Throughout the conversation, she provides experience strategists with practical advice on developing strong points of view, building conviction, and creating internal advocates for successful implementation. This episode is a masterclass in experience strategy, offering lessons on scaling innovative concepts, incorporating regenerative practices, and bridging the gap between visionary ideas and real-world execution. To access the transcripts to this episode, click .
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Leveraging Transformational Travel to Drive Relevance and Impact at Sierra Club
08/21/2024
Leveraging Transformational Travel to Drive Relevance and Impact at Sierra Club
In this episode, Experience Strategy Podcast hosts Aransas Savas and Dave Norton sit down with Brian Anderson, Director of National Outings at the legendary Sierra Club. With over 130 years of advocating for people, places, and the planet, Sierra Club has mastered the art of crafting transformational travel experiences that drive personal growth and global impact. Packed with insights on experience design, engagement strategy, and impact measurement, this episode is a must-listen for anyone looking to harness the power of transformational experiences. Tune in now and discover how Sierra Club is pioneering a new era of meaningful, impactful travel. Click for access to the transcripts of this episode
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The Power of Situational Markets in Experience Strategy
08/07/2024
The Power of Situational Markets in Experience Strategy
In the latest episode of The Experience Strategy Podcast, we’re dismantling traditional market segmentation and rebuilding it with the revolutionary concept of situational markets. Dave Norton, our experience futurist, gives us a sneak peak into his upcoming book that’s set to redefine how we create value. Joined by industry veteran John Gusiff, we discuss the power of jobs-to-be-done research, the limitations of demographic-based personas, and the critical importance of understanding evolving customer needs. From leveraging qualitative data to scale situational strategies, to anticipating your customers’ future selves, this episode is packed with game-changing ideas for forward-thinking experience strategists. For access to the transcripts for the episode, click .
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Enhancing Customer Experiences with Driving Business Value with AR/VR
07/25/2024
Enhancing Customer Experiences with Driving Business Value with AR/VR
In this episode of , hosts Dave Norton and Aransas Savas sit down with AR/VR trailblazers Spencer Cook from Continuum, and Bryan Searing of Stone Mantel to explore the transformative power of Augmented Reality and Virtual Reality in crafting captivating customer experiences. Fresh off the Experience Strategy Collaboratives program, where cutting-edge AR/VP concepts were tested with real customers, Spender and Bryan share exclusive insights ad real-world case studies that demonstrate the immense potential of these technologies in driving business growth. Tune in and gain: Actionable strategies for leveraging AR/VR to create immersive, memorable customer experiences A deep understanding of how AR/VR are reshaping the future of experience design and marketing Practical takeaways and best practices for successfully integrating AR/VR into your organization’s strategy. To access the transcripts to this episode, click .
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Situational Markets and Employee Experiences with Steve Usher of The Experience Designers Podcast
07/10/2024
Situational Markets and Employee Experiences with Steve Usher of The Experience Designers Podcast
In this episode of the Experience Strategy Podcast, we are joined by special guest , founder and host of . We go deep into the core principles that drive success in experience strategy across both customer and employee offers. We challenge the status quo, pushing beyond played-out persona-based segmentation to explore the untapped potential of situational markets and context. Tune into this episode. It’s time to zoom out, see the big picture, and take full responsibility for executing on the complete job to be done. For access to the transcripts to this episode, click .
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The Keys to Employee Engagement with the RecogNATION Podcast
06/19/2024
The Keys to Employee Engagement with the RecogNATION Podcast
In this episode, we jam with Neely Adkins and Kailey Savona from the RecogNATION Podcast. As fellow experience nerds focused on the employee side, we discuss the importance of celebrating milestones and micro-moments in the employee journey, emphasizing how vital it is to make every employee feel valued, connected, and heard. The key takeaway? In a world of increasing AI and automation, empathy and human connection will be true differentiators, and as experience strategists, our role is to champion and scale those human-centric cultures. To access transcripts to this episode, click .
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Experience Strategy in the Educational Journey with the Founders of [YELLOWCAR]
06/05/2024
Experience Strategy in the Educational Journey with the Founders of [YELLOWCAR]
In this episode of the Experience Strategy Podcast, we’re joined by Dr. David Willows and Suzette Parlevliet, co-founders of , the world’s leading experience strategy and consultancy firm for schools. David and Suzette share their insights on transforming education through the lens of experience strategy, discussing the unique challenges and opportunities in the international school landscape. They introduce the Felt Experience Indicator, a tool developed by [YELLOW CAR] to help schools measure and understand the experience of their community members, fostering a culture of listening, feedback, and continuous improvement. With their diverse backgrounds and dedication to making experience strategy accessible to schools worldwide, David and Suzette are committed to helping educational institutions align mission, experience, and impact, ultimately redefining success and creating meaningful value propositions that resonate with their target audiences. For access to the transcripts of this episode, click .
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Bringing CX to Associations and Membership Organizations with Brian Edwards, CP of Membership at AAFP
05/22/2024
Bringing CX to Associations and Membership Organizations with Brian Edwards, CP of Membership at AAFP
In this episode of the Experience Strategy Podcast, we’re joined by Brian Edwards. VP of Membership at the American Academy of Family Physicians (AAFP), to explore the unique challenges and opportunities of applying customer experience strategy within associations and membership-based organizations. Brian shares his insights on establishing common ground around the mission to navigate the complex governance structures, developing a segmentation approach that honors members’ needs at different stages, looking outside the association space for inspiration on retaining members and driving satisfaction, and using experience management frameworks to prioritize initiatives and focus on core competencies. With his extensive background in customer experience and operations leadership, primarily in the healthcare industry, Brian brings a wealth of knowledge and a passion for continuously improving the experiences of those around him. For access to this episode's transcripts, please click .
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The Future of Behavior Change: How Suggestic is Transforming Wellness Journeys
05/08/2024
The Future of Behavior Change: How Suggestic is Transforming Wellness Journeys
In this episode of The Experience Strategy Podcast, we are thrilled to chat with Victor Chapela, co-founder and CEO of , 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: Focusing on what people can do realistically do vs. what they should do to minimize friction Tapping into extrinsic motivation by allowing people to share progress. Using AI interfaces like LLMs as a universal UI to collect data, model behaviors, and provide personalized guidance. 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
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Revisited - How to Lead CX Transformation and Drive Customer-Centric Leadership
03/27/2024
Revisited - How to Lead CX Transformation and Drive Customer-Centric Leadership
Today we are revisiting our talk with Amy Shore, Chief Customer Officer of Nationwide Insurance, about how to lead CX transformation and drive customer-centric leadership. In this episode we look at Amy’s mission to transform Nationwide Insurance into a truly customer-centric organization. Tune in as Amy walks us through the 3 key stages of this transformation. To access the transcripts to this episode, click .
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Unlocking the Customer Value Chain
03/13/2024
Unlocking the Customer Value Chain
In today’s episode, we had the privilege of speaking with Thales Teixeira, a leading expert on customer-focused innovation. Thales is the co-founder of and the author of “” Our discussion with Thales is a succinct masterclass in unlocking customer value by focusing on what matters most - money, time, and effort. We discussed how disruptive startups gain traction by decoupling and excelling at key value-creating activities while avoiding “value eroders” that waste customers’ precious currencies. Thales brought this concept to life by breaking down companies like Netflix eliminating the hassle of going to the video store, and Alibaba layering on services like payments to make shopping smoother. Whether an innovative startup or an established organization, prioritizing your roadmap to remove friction and create more time well spent is crucial for delighting your customers and staying ahead of disruptors. To access the transcripts for this episode, click .
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How Empathy Can Save Your Business with Dr. Natalie Petouhoff
02/28/2024
How Empathy Can Save Your Business with Dr. Natalie Petouhoff
Dr. Natalie Petouhoff is the author of the award-winning WSJ best-selling book Empathy in Action. She guides brands to see empathy as a business construct that helps them reduce costs and increase value because they are delivering great customer and employee experiences. In this episode of The Experience Strategy Podcast, we explore the transformative power of empathy and its crucial role in shaping exceptional experiences for employees and customers. Check out Dr. Petouhoff’s book . To dive deeper into the world of creating memorable experiences that drive customer loyalty and growth, follow and read his groundbreaking book, . To access the transcripts for this episode, click .
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Redefining Leadership in the Experience Era
02/14/2024
Redefining Leadership in the Experience Era
In this episode, we are joined by resilience expert, Simon T. Bailey, who launched his career at The Disney Institute. Listen to the episode to learn: The importance of transitioning from ego-driven to eco-conscious leadership Practical strategies for building trust and fostering innovation in today’s organizations How to create environments where employees can thrive and customers feel valued. Tune in now to enhance your leadership skills and transform your organization. For access to the transcripts to the episode, click .
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People Helping People: How CEO Lee Roquet Leads with an Experience Mindset
01/31/2024
People Helping People: How CEO Lee Roquet Leads with an Experience Mindset
In this episode of the Experience Strategy Podcast, we are joined by Lee Roquet, the CEO of , e-commerce marketing company. We talk about What Lee has learned in the shift from Chief Customer Officer roles to CEO roles- and what he now wishes every experience strategist knew. How to lead companies with an experience mindset How to lead teams with a people-first approach. Don’t miss this powerful and inspiring conversation! For access to the transcripts to the episode, click .
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Redefining CX in Education with Craig Langlois
01/17/2024
Redefining CX in Education with Craig Langlois
Tune in to this episode of the Experience Strategy Podcast, featuring Craig Langlois, Equity of Learning District Data Coordinator for Berkshire Public Schools, to peek at the challenges and opportunities our public school systems face when creating experiences. Alongside guest host Mary Putman we look at how a well crafted experience strategy can make all the difference in bridging the gaps between creativity, innovation, and education. Click , to access the transcripts to this episode.
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The Future of Guest Experiences in Restaurants
01/03/2024
The Future of Guest Experiences in Restaurants
In this episode, Sherif Mityas, a trailblazing leader at the helm of a conglomerate encompassing 57 distinctive restaurant chains, delves into the pivotal role of distinct value propositions and shared services in shaping the future of dining experiences. Highlighting the shift from convenience to a deeper focus on creating unparalleled experiences, Sherif explains how guest-centered leadership, blended with emotion, vision, and lots of data becomes a powerful recipe for innovation, personalization at scale, and business growth. This conversation offers a fascinating glimpse into the evolving restaurant industry, where technology meets nostalgia. Learn more about industry trends in our Click , to access the transcripts to the conversation with Sherif.
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