The Experience Strategy Podcast

In this episode, we dive into the intriguing world of integration therapies within Silicon Valley's tech culture. Inspired by a Wall Street Journal article, 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. ...

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 Fast Company that challenges the current approach to technology for the aging population, advocating for am...

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 conve...

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 im...

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 ...

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, ...

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 ...

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 impac...

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 bey...

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 chan...

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...