In this episode of the Experience Strategy Podcast, 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 Scheels, a successful retail store. You might have seen in The Washington Post that Scheels is conquering middle America. …

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 emphasize…

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 experi…

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 Rich Millington, founder of FeverBee and a leading expert in community strategy. With nearly two decades of experience helping organizations build thriving communities for memb…

In this episode of the Experience Strategy Podcast, Sarah Dusek, 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 Under Canvas to her current venture in global regenerative travel, Sarah demonstrates how aligning pe…

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 an…

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…

In this episode of The Experience Strategy Podcast, 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 Collabora…

In this episode of the Experience Strategy Podcast, we are joined by special guest Steve Usher, founder and host of The Experience Designers Podcast. 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 segmentatio…

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…

In this episode of the Experience Strategy Podcast, we’re joined by Dr. David Willows and Suzette Parlevliet, co-founders of [YELLOW CAR], 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 challenge…

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 …

In 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: Focusing on what people can do realistically …

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 tr…

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 Decoupling and the author of “Unlocking the Customer Value Chain: How Decoupling Drives Consumer Disruption” Our discussion with Thales is a succinct masterclass in unlocking customer value by focus…

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 transformat…

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 …

In this episode of the Experience Strategy Podcast, we are joined by Lee Roquet, the CEO of Finch, 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 w…

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 …

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…

If you’re a fan of the Experience Strategy Podcast then you’re familiar with the idea of time well spent- in today’s episode Alain Hunkins author of CRACKING THE LEADERSHIP CODE who has more than 20 years in leadership training, adult learning and organizational development, is joining us to explore what time well spent looks like specifically in t…

The cultural and economic forces influencing your customer in 2024 will have a lasting impact on your experience strategy. Join Dave Norton, Experience Strategy Futurist, and Aransas Savas, lead researcher for our Trend Report, for insights and guidance from our decade-long study into customer behavior and mindsets. This episode isn’t just a glance…

In this episode, we’re joined by Will Kingston, Customer Strategy Consultant at Acquis Cortico-X and Podcast Host for The Spectator Australia. Together, we explore Will’s CX Manifesto and global CX trends, and make predictions on what’s coming in the upcoming 2024 CX landscape. Throughout our discussion, we emphasize how vital it is to set clear ex…

Today, we sat down with Joseph Michelli to explore the unprecedented challenges businesses face today, with customer satisfaction at a 17-year low despite the growing emphasis on customer experience. Listen in to learn actionable insights for experience strategists and business owners, including a clear roadmap to navigating these volatile, uncerta…

Amy Shore spent most of her career in Sales and Operations. Three years ago she became the Chief Customer Officer of Nationwide Insurance with a mission to transform it into a truly customer-centric organization. In this episode, Amy will walk us through the 3 key stages of this transformation.

In this enlightening episode, we dive into the world of data ethics and user trust with our special guests, Andy and Michael Madson. With extensive expertise in data experience design, healthcare, finance, and user experience, they shed light on the critical aspects of clear data communication and empathic listening to counter the darker implicatio…

Are you ready to elevate your business success by harnessing the power of collaboration? In this episode, we sat down with Rich Sheridan, CEO of Menlo Innovations to understand how he has driven Menlo Innovations to success through teamwork and innovation. Tune in to this episode to discover: Actionable strategies to transform your workplace into a…

Satyam Kantamneni is Managing Partner and Chief Experience Officer of UXReactor, former Managing Director of Product Design at Citrix and PayPal. He is the author of “User Experience Design: A Practical Playbook to Fuel Business Growth.” In this conversation, we talk to Satyam about AI as a force multiplier for companies who understand their custom…

Companies with large sales forces are now building CX in an increasingly digital world: B-B selling today is less about personal relationships and more about value creation. As buyers evolve towards more digital interchanges they still want knowledgeable customer support to create the most value at each stage of the buyers’ journey. In this episode…

Do you want to excel through the stories you tell, but find yourself struggling to clarify your message and impact? Our guest today is Park Howell, known as The World’s Most Industrious Storyteller for his track record of growing purpose-driven brands by using the power of story. Listen to learn: Why stories are the most direct route to empathy How…

Want to deliver a more seamless patient experience but are challenged by organizational silos? In this episode you’ll learn how to get the research, partnerships, and innovation processes you need, so you can compete more effectively. We are joined by Tiffany Mura, the Strategic Lead, Healthcare for Stone Mantel where she focuses on growing the pra…

Wondering how to succeed in a subscription business? In this episode, you’ll hear from the authority in subscription business models. You’ll learn how to identify the long and short-term problems that your customer most needs your support with, the cost value of meeting those needs with your product or experience, and the impact that subscriptions …

Do you want to have more impact as an experienced strategist? In this episode, you’ll learn how to drive more revenue, value, and customer satisfaction, so that you can have a greater impact for your company. Each year we analyze millions of data points and conduct hundreds of customer and experience strategist interviews in order to understand the…

Today we are joined by Dr. Paul Zak, professor of economics, psychology, and management His work has been ground breaking in the academic, public, business and healthcare settings. In his new book, Immersion: The Science of the Extraordinary and the Source of Happiness, Paul shares a scientific formula for consistently creating extraordinary experi…

Dutta Satadip is the Chief Customer Officer at ActiveCampaign, former Global Head of Customer Operations at Pinterest, and Director of Customer Success for the Americas region at Google. Today he joins us on The Experience Strategy Podcast to share his predictions for the future of digital experience strategies and the role AI should play in custom…

Experience strategists are navigating increasingly complex decisions. Customer journeys are increasingly complex, channels are proliferating, expectations continue to rise, and data is abundant. How do we help our companies make the best decisions about how and where to spend money? Craig Lutz is uniquely well positioned to help us answer this ques…

SHOW NOTES: Today we are revisiting our talk with Roger Beasley about Customer Modes, the mindsets and behaviors that help people get jobs done. We look at what they are and how they work through the lens of the restaurant industry. Tune in to learn how modes thinking has the key to unlock experience strategy and journey work in powerful new ways. …

For many teams, virtual used to be the exception. Now, hybrid is the rule. So, how do leaders of large teams successfully foster accountability and engagement? To answer this question, we talked to Justin Jackson, SVP Product Management and Head of Enterprise Payments, Fiserv. Justin leads a large, dispersed cross-functional team with different goa…

If you’re aspiring to satisfy your customers, then you’re aspiring to mediocrity. That’s the premise of From Impressed to Obsessed, and new book by Jon Picoult. Jon explains why building customer loyalty requires leaving indelible positive impressions on everyone you work with – not just shaping their experiences, but also shaping their memories. T…

Today we're sitting down with the Director of Retail CX at Clayton Homes, Michael Stanton. Clayton Homes is a Berkshire Hathaway Company that provides more homes to families than any other housing company in America. Michael's noticed, like many other experience strategists, that our inner circles are shifting. In addition to families, Clayton now …

John Doll, from the Enterprise Design team at Edward Jones, had a very rough day recently. His rental car was broken into. What ensued was one of the highest drama CX stories we’ve heard in a while. Grab a hot cup of tea and listen to this dishy story of processes failed, jobs not done, and opportunities missed. Yes, this is a story of customer dis…

On this very special episode of The Experience Strategy Podcast, Dave Norton and Aransas Savas are getting meta as they are joined by the producer of this podcast and the Founder and CEO of Produce Your Podcast, Traci DeForge. Traci is a pioneer in the world of podcasting and has created a thriving business in helping companies translate their serv…

Experience strategists are navigating increasingly complex decisions. Customer journeys are increasingly complex, channels are proliferating, expectations continue to rise, and data is abundant. How do we help our companies make the best decisions about how and where to spend money? Craig Lutz is uniquely well positioned to help us answer this ques…

On today’s episode of Experience Strategy Podcast, hosts Dave Norton and Aransas Savas will prove to you that your business needs a strong strategic POV on your customer experience in order to thrive. Listen in to hear how brands like @Apple, @W Hotels, and @Best Buy’s Geek Squad used a compelling experience POV to innovate and drive business succe…

Today we are joined by Jake Haupert and Jorge Perez, thought leaders and entrepreneurs in transformational travel. We explore why travel is the perfect launchpad for the transformation economy; how transformational experiences differ from our traditional ways of looking at categories like healthcare, finance, retail, technology and beyond; which cu…

Experience Strategy and Branding Strategy sometimes reference similar ideas and frameworks, but often don’t complement one another in execution, for the good of the customer. Catherine is the Co-Founder of the branding agency, clarkmcdowall. Catherine has been a thought leader in brand strategy, architecture and innovation since the 90’s. Her work …

Historically, customers expected categories like hospitality and healthcare to support their wellbeing. Today, categories as wide-ranging as finance and electronics are expected to design for wellbeing. Don’t think you’re in the wellbeing industry? Think again. Cultural shifts and crises have changed the game. In this episode, we are joined by Sall…

Experience Strategy has expanded over the past decade to include a wide range of disciplines: CX, UX, Patient Experience, Employee Experience, Service Design, and so many more. With all these exes running around, experience strategy can sometimes sound like a country & western song. Today we are joined by Gary David, a Professor of Sociology, and P…

Chip Conley, legendary hotelier, was dubbed the Modern Elder at Airbnb because he was twice the age of the average Airbnb employee and as curious as he was wise. As the internal mentor to the young Airbnb CEO Brian Chesky, Chip got to see the value of intergenerational collaboration in a company that has now grown to be the most valuable hospitalit…

Customer needs and expectations are constantly evolving. What can recent trends in customer expectations and context tell you about what’s coming next? How can these inform your experience roadmap and prepare your business for what’s next? Our goal is to provide data-driven trends for Experience Strategists that will help you with planning by ident…