The Experience Strategy Podcast

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. During a downturn and with tariffs on the way, how will people shop at retailers like...

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 ...

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 wor...

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 members, customers, and employees, Richard brings a wealth of knowledge from working with...

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 personal passion with customer needs can create industry-shaping innovations. She share...

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 ...

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 ...

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 Collaboratives program, where cutting-edge AR/VP concepts were tested with real c...

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 segmentation to explore t...

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 dif...

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 challenges and opportunities in the international school landscape. They introduc...

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,...

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 do...

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 focusing on what matters most - money, time, and effort. We dis...

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 excep...

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 innovati...

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 ...

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 educ...