Explore every episode of the podcast The Experience Strategy Podcast
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| Something Big Is Happening — And Experience Strategists Need a Point of View on AI | 26 Feb 2026 | 00:24:35 | |
The Experience Strategy Podcast | substack.theexperiencestrategist.com A post on X went viral — 38,000 reshares, 83 million reads. Written by respected AI voice Matt Schumer, it opens with a gut-punch analogy: think back to February 2020. Most of us weren't paying attention to a virus spreading overseas. Then in three weeks, everything changed. Schumer's argument is that we are in a similar "this seems overblown" phase right now — except what's coming is bigger than COVID. Dave, Joe, and Aransas dig into the article, push back where it's overblown, and land on what experience strategists actually need to do about it. What's in This EpisodeThe article's core argument. AI isn't just getting better — it's getting faster, more capable at complex tasks, and increasingly independent of human involvement. The latest models are now building and debugging the next version of themselves. Schumer's point: no matter how complex or human your job feels, it's getting closer to AI's reach by the millisecond, not the minute. What Schumer says to do about it — and the team's reaction:
Joe's take: good prescription, overblown description. AI is a tool, and no technology in history has eliminated more jobs than it created. The real question is mindset: executives who come to AI asking "how do I automate people out?" will find exactly that. Executives who ask "how do I augment my people?" will find something much more powerful in the human-plus-AI combination. The disruption, as with all disruptive innovation, starts at the bottom of the value chain and moves up — which means you need to be working above it. The echo chamber problem. Joe raises a concern that's already documented: AI increasingly trains on AI output, creating what researchers are calling model collapse — a cyclical echo chamber where biases get replicated and amplified rather than corrected. The telephone game at civilizational scale. Aransas connects this to the show Pluribus, which she found boring as a narrative but compelling as a metaphor for hive-mind homogenization. What experience strategists specifically need right now — three points from Dave:
The era of typos and texture. Aransas's 15-year-old put it well: right now, the most human signal is imperfection. Messy feelings, quirky punctuation, genuine awkwardness — these are becoming markers of authenticity in a world of smoothed-out AI output. The demand for what feels genuinely human is rising alongside the supply of what doesn't. Key Quotes"Knowledge work has changed forever. That is going to be a rough adjustment for all of us — and all experience strategists are knowledge workers." — Dave Norton "If you come with the mindset of how can I get rid of people, you'll find ways to get rid of people. But if you come with a mindset of how this augments my people's skills and makes them better — you'll be amazed at what human plus AI can do." — Joe Pine "Provenance is going to become more and more important. The inputs have to be better. Original data, original source — how do you get to that?" — Dave Norton "The most defensible experience point of view you can have right now is probably transformation — because it's the one built on technology and human expertise together." — Aransas Savas "This isn't a sit-on-our-hands-and-wait situation. This is a get-engaged situation." — Aransas Savas Referenced
The Experience Strategy Podcast is hosted by Aransas Savas, Dave Norton, and Joe Pine. Subscribe at substack.theexperiencestrategist.com.
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| It's Launched! The Story Behind the Transformation Economy Book | 05 Feb 2026 | 00:20:31 | |
In this special episode of the Experience Strategy Podcast, Joe Pine shares with Dave and Aransas background about the book! To celebrate the release of his new book, The Transformation Economy. The conversation traces the book's origins from the final two chapters of The Experience Economy, explores why the world is finally ready for this idea, and unpacks key frameworks — including encapsulation (preparation, reflection, and integration) — that make experiences truly transformative. The trio also discusses the role of AI in enabling transformation, why businesses must foster human flourishing, and who stands to benefit most from reading the book. Key TopicsWhy now for The Transformation Economy? Joe waited over 25 years because "the world wasn't ready" and he "didn't know enough." Research through Stone Mantle's collaboratives, the World Experience Organization, and post-COVID shifts toward meaningful experiences signaled the time had come. Catalysts for transformation. The most prevalent catalyst is trauma — illness, loss, job changes, retirement. These disruptions create the conditions where people seek to see, do, and be differently. The four spheres of human flourishing:
Encapsulation — the essential framework (Chapter 4): To turn a memorable experience into a transformative one, you need three layers around the core experience: preparation (priming beforehand), reflection (making meaning afterward — which retroactively increases the value of the experience), and integration (sustaining change over time). The business model problem. Most companies get paid for the event, not the outcome. Shifting to outcome-based pricing — as McKinsey is doing with AI projects — aligns incentives with lasting transformation. AI as a transformation enabler. AI makes the hardest parts of delivering transformation (especially ongoing integration and support) dramatically more accessible and affordable. Who Should Read This Book?
Podcast Sponsors: Learn more about Stone Mantel Sign up for the Experience Strategist Substack here: | |||
| Lessons About Customers and Experiences from Uber's New Advertising Campaign | 25 Sep 2025 | 00:24:35 | |
Adweek just did a write up on Uber's new ad campaign and we found reasons to concur with the article and take what Uber is doing farther. In this episode of the Experience Strategy Podcast, hosts Aranzas Savas, Joe Pine, and Dave Norton discuss Uber's new advertising campaign, focusing on its storytelling approach and the importance of experiences in marketing. They explore how Uber positions itself as a service that enables meaningful experiences, the emotional, social, and systemic jobs it could fulfill, and the broader implications for brands in commoditized industries. The conversation also delves into the significance of modes and situations in user experience, and how universal storytelling can resonate with diverse audiences.
Chapters 00:00 Introduction to Uber's New Campaign Read more https://www.adweek.com/brand-marketing/uber-drives-home-the-power-of-showing-up-in-new-on-our-way-ad/ Podcast Sponsors: Learn how to inspire advocacy https://www.thecargoagency.com Learn more about Stone Mantel Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com
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| Experience Strategy Predictions and Precautions for 2022 | 19 Jan 2022 | 00:48:15 | |
The pandemic has influenced every aspect of how we deliver customer experiences. We are joined today by experience strategy pioneers Colin Shaw and Joseph D. Pine to make predictions about what the new normal will look like… and recommendations about what it should look like. Will 2022 be the year today's companies step forward into the future or will they stay stuck in the past?
In This Episode:
Key Takeaways:
Bio: Colin Shaw & Joseph D. Pine
Colin is an original pioneer of 'Customer Experience.' LinkedIn has recognized him as one of the 'World's Top 150 Business Influencers', where he has 290,000 followers. As the Founder & CEO of Beyond Philosophy LLC, his Customer experience consulting company has been recognized by the Financial Times as 'one of the leading management consultancies for the last three years in a row. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 5% of all podcasts by BuzzSprout.
Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings. In 2020 Mr. Pine and his partner James H. Gilmore re-released their groundbreaking book The Experience Economy: Competing for Customer Time, Attention, and Money with many new ideas, frameworks, and exemplars plus a new Preview to their best-selling 1999 book The Experience Economy: Work Is Theater; Every Business a Stage. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. It further shows that in today's Experience Economy companies now compete against the world for the time, attention, and money of individual customers. | |||
| Retail Transformation | 05 Jan 2022 | 00:34:46 | |
What will it take for in-person retailers to remain successful in a world increasingly dominated by Amazon? In two words: Transformative Experiences! In this episode we offer predictions and guidance for retailers who are ready to earn the economic power of guiding their customers on meaningful and impactful transformational journeys.
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| Disrupting Big Pharma With Patient Experience | 22 Dec 2021 | 00:35:33 | |
Veteran researcher and pharmacist Kevin Asher knows the pharmaceutical industry inside out. Today he joins us to discuss innovative digital solutions that were born during the pandemic, industry breakthroughs, and the patient data powering the most valuable patient experiences.
In This Episode:
Key Takeaways:
Bio: Kevin Asher
Kevin Asher is a UK registered pharmacist who has spent the last 16 years in the Pharmaceutical Industry, primarily in the Medical departments of the business focused on generating, interpreting and communicating clinical data. Since 2019 he has been focusing on how digital solutions can improve patient care and result in better communications with healthcare practitioners. | |||
| Making Smarter Homes With Experience Insights | 15 Dec 2021 | 00:42:09 | |
Our homes are getting smarter! The more technology understands our unique needs and modes, the more it can make our lives easier and more meaningful. Today we are joined by Tanseela Molani, the Senior Manager of Experience Research at the Chamberlain Group, to discuss how experience insights are shaping the future of smart home technology.
In This Episode:
Key Takeaways:
Bio: Tanseela Molani
Tanseela Molani joined Chamberlain Group in 2017 as Sr. Manager, Experience Research. Prior to Chamberlain Group, she led the design research team at United Airlines and Motorola Mobility. During her tenure at these companies she drove meaningful growth by gaining a deep understanding of underlying customer needs and motivations, such as resetting the tone of the disrupted traveler notifications, to creating new mobile phone experiences when mobile phones were still a new technology. Professionally, nothing is more fulfilling for Tanseela than uncovering the motivational nugget that can lead to innovation, a better product or a new service.
Tanseela is a graduate of University of Calgary, where she majored in Industrial Design, with a sub-focus on design management. She resides in the Chicago metro with her husband. Outside of work, Tanseela enjoys a good TV binge, baking and working out. | |||
| Making Healthcare Convenient | 08 Dec 2021 | 00:40:06 | |
There is an undeniable increase in demand for more convenient healthcare. In today's episode, we are joined by thought leader and Chief Scientist for the Health and Human-Machine Systems Group at the Johns Hopkins Applied Physics Laboratory, Michael McShea, to talk about the why and how of making healthcare more convenient and helpful for patients. Join us for Part 2 of our series on Digital Innovation in Healthcare as we discuss how technology is helping healthcare providers work better, and patients heal better.
In This Episode:
Key Takeaways:
Bio: Michael McShea
Michael McShea is a Chief Scientist for the Health and Human-Machine Systems Group at the Johns Hopkins Applied Physics Laboratory (APL) supporting the National Health Mission Area. In this role, he works with the Military Health System, Johns Hopkins Medicine, and other Academic Medical Research Organizations and federal agencies on population health, precision health, telehealth, decision support, AI, and digital health initiatives.
In addition to his APL position, Mr. McShea joined the CareFirst BlueCross BlueShield Board of Directors in 2016 and serves on audit and compliance, service quality and operations, and cybersecurity committees, as well as the CareFirst Holdings board which oversees CareFirst's venture arm HealthWorx. He is also an industry advisor to the Digital Health Collaborative, a cross industry consortium advancing research in personal digital health engagement, and has been a strategic advisor to multiple early stage digital health companies.
Prior to APL, Mr. McShea was a product management executive in the population health business group at Philips Healthcare, where he managed product portfolios including the eICU Tele Critical Care platform, remote patient monitoring, population health, care management, and other digital health solutions. Before Philips Healthcare, he worked in mission critical infrastructure technologies in the satellite, financial services, and aviation industries. | |||
| Digital Health Technology Improving Patient Journeys | 01 Dec 2021 | 00:36:56 | |
In part 1 of our series on Digital Innovation in Healthcare In today's episode, we're discussing why now is the moment for healthcare to look at patient journeys through fresh eyes. Joined by Tom Donnelly, Ph.D., who has a background in psychology and leads the MedTech group at Branding Science, we look at how digital interventions can lead to better health outcomes and other ways technology can improve the patient experience.
In This Episode:
Key Takeaways:
Bio: Tom Donnelly, PhD
Tom leads the MedTech group at Branding Science where he provides marketing research consultation and human factors using approaches informed by social science. He also leads their Inclusion Team in an effort to help people feel they belong and are included, as well as to help the industry become more diverse. Tom is involved in various industry organizations. He leads Intellus Worldwide's Clear Health Communication Taskforce that focuses on how health literacy can improve healthcare outcomes. He is also a founding member of the Digital Healthcare Collaborative [a collection of thought leaders from Pharmaceutical Manufacturers, Solutions Providers, Medical Systems and Health Insurance Companies conducting several rounds of research as part of an innovation process]. Prior to his 16 years in industry, Tom was a Visiting Professor at Rutgers where he taught psychology and statistics. He received his PhD in Cognitive Psychology from NYU. Tom hosts MedTech Chat podcast where he discusses the latest healthcare tools, device technology, as well as research approaches.
You can find his podcast on Spotify or at WWW.MedTechChat.Com | |||
| Human + Digital Support = Magic | 17 Nov 2021 | 00:38:28 | |
There's nothing better than a human to understand other humans. In today's episode, we're joined by Jess Lynch, Founder and CEO of Wishroute, to discuss the #1 thing most digital wellness companies are missing: human-powered accountability supported by technology. If it's your job to help people achieve their goals, don't miss this episode.
In This Episode:
Key Takeaways:
Bio: Jess Lynch
Jess Lynch is a prior PwC forensic consultant and Babson MBA, who turned her investigative talents toward figuring out how to help people achieve their goals when they sign up for new products. Wishroute's unique methodology was born from her family's experience with lifestyle change—her brother was diagnosed with type 1 diabetes and her mom wrote a book about the family's experience that helped many families in similar positions. Wishroute's next-generation customer engagement platform increases customer retention and success for wellness companies through AI-enhanced, human text message conversations.
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| Meaningful Patient Experiences and Digital Health Solutions | 10 Nov 2021 | 00:41:47 | |
Patients are humans. The digital health landscape is constantly evolving, and there is a lot of opportunity for the US healthcare system to better utilize tools and data to improve the patient experience by viewing them as human beings with individual needs and values. In today's episode, we're looking at the intersection of healthcare and experience with Jan Oldenburg of Participatory Health Consulting. Tune in to hear how we can start doing better by patients.
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Key Takeaways:
Bio:
Jan Oldenburg, FHIMSS, is the principal in Participatory Health Consulting. She advises and mentors healthcare organizations about the evolving digital health landscape.
Ms. Oldenburg has focused on digital transformation in healthcare for 20 years. Her experience includes leadership roles in several advisory firms, including EY. She has worked for and advised organizations in all areas of healthcare: payers, providers, medical device manufacturers and software vendors. She served as the Vice President of Patient and Physician Engagement in Aetna's ACO organization and held senior leadership roles in Kaiser Permanente's Digital Services Group and at HealthPartners. Selected consulting clients include: UnitedHealth Group, Philips Healthcare, CareCredit, MedRespond, Synergiq, Healthfully, Spectrum Enterprise, Baxter Regional Health System and others.
Ms. Oldenburg is the principal editor of both Participatory Healthcare: A Person-Centered Approach to Transforming Healthcare published 2016 and Engage! Transforming Healthcare Through Digital Patient Engagement, published in 2013. Ms. Oldenburg also authored chapters in the Third and Fourth Editions of Medical Informatics and The Journey Never Ends. She's a board member of the Society for Participatory Medicine, co-chair of the HL7 Patient Contributed Data workgroup, and the former co-chair of the HIMSS Connected Health Committee. Ms. Oldenburg is also a member of the Patient Advocacy & Ethics Group for the Datavant COVID-19 Research Database. She tweets @janoldenburg.
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Twitter @JanOldenburg | |||
| The Future of Smart Fashion | 03 Nov 2021 | 00:35:15 | |
In today's episode, we imagine a world in which consumers have the knowledge and power to comprehend the impact of our garments throughout their life cycles. We are joined by Amy Lee, the Senior Trends and Insights Manager at Avery Dennison to learn the research, applications, and benefits of smart fashion technology like RFID. Listen in to learn how a little bit of data in just the right place can impact society as a whole. You don't want to miss this one!
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Bio Amy Lee is the Senior Trends and Insights Manager for apparel at global materials science company Avery Dennison. Amy specialises in research and creation of forward-thinking content to inspire branding products and solutions for apparel and footwear markets. With a background in textile design and 12 years of experience in the fashion industry, she has worked with both large-scale brands and emerging designers across the globe to collaborate and drive conscious decision-making. https://www.averydennison.com/en/home.html
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| The New Era of Experience Management | 27 Oct 2021 | 00:37:06 | |
Most businesses only collect feedback from 1% of their customers and by the time they've reviewed it, it's too late to effectively respond. It's time to address the problem of biased and irrelevant customer research. Georgina Nelson, Founder of TruRating, joins us to discuss how she's helping her clients collect actionable and contextual customer feedback at point-of-sale. Tune in to hear why it's time to let go of Net Promoter Score (NPS). In This Episode:
Key Takeaways:
Links Mentioned: https://trurating.com
Bio: Georgina studied Psychology at University, where she became fascinated with how to measure, understand, and predict human behavior. She realized that key to everything was data you could trust, which required sample sizes not usually seen in market research. After graduating George took a turn into law, working first in finance with Clifford Chance LLP before joining Europe's largest consumer association Which? representing consumer privacy and data issues at an EU and UK Government level. It was here she identified a market need for representative consumer feedback. Putting two and two together Georgina created TruRating, a point-of-sale rating system that by making feeding back super simple and super quick, achieves what other survey tools fail to do - mass, genuine customer data samples at speed. TruRating doesn't stop there, all data is shared back to consumers via profile pages, to ensure that the data exchange is a fair one for both parties. With over 250 million ratings collected worldwide, TruRating is now the world's largest platform of validated consumer ratings. | |||
| Pop Mart: A Case Study in Consumer Engagement | 16 Sep 2025 | 00:23:34 | |
In a recent HBR article, Yang Li shares his theory for how Pop Mart won young customers. But we think that fragmented attention is not what Pop Mart has mastered. Instead, they have mastered markets within/situational markets. In this conversation, the speakers delve into emphasizing the importance of customer engagement and customization. They discuss Pop Mart's innovative strategies for capturing consumer attention and fostering a sense of belonging among customers. The dialogue also explores the evolution of market segmentation, the significance of creating immersive experiences, and the need for brands to prioritize experience over traditional branding methods. Other brands discussed include Ffern, Lego, and Cracker Jacks.
Chapters 00:00 Understanding the Experience Economy
Read more https://hbr.org/2025/07/how-pop-mart-won-young-customers-in-a-fragmented-attention-economy Podcast Sponsors: Learn how to inspire advocacy https://www.thecargoagency.com Learn more about Stone Mantel Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com
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| Why Students Should Be Treated Like Customers | 20 Oct 2021 | 00:38:38 | |
It's time to start treating students like customers. Historically, higher education hasn't leveraged modern customer experience techniques to support students throughout their journeys. In this episode, Cindy Casper, the first insights strategy consultant in higher education, makes the case for taking a fresh look at students' needs. Tune in to discover the powerful insights and experience strategies Cindy and her team employed at Arizona State University to better support students at their institution. In This Episode:
Key Takeaways:
Bio: Cindy Casper is founder of Casper Insights, a boutique market research firm that provides insights strategy consulting, project design and analytics to help organizations achieve their goals. Her research and analytics experience spans both supplier and buyer roles across retail, consumer packaged goods and higher education. Cindy is a creative thinker, having devised a patentable process for integrating survey and first-party data to predict consumer attitudes. Cindy is a frequent presenter at insights conferences and webinars. To address the niche needs of colleges and universities, she created Collegiate Insights. Cindy is particularly skilled at working across the aisle with chief marketing officers, closing the gap between goals, insights and execution. Cindy is ABD toward a doctoral degree in marketing from Case Western Reserve University and holds an MBA from Bowling Green State University. Notable Roles & Achievements: Founder, Higher Ed Insights Collaborative, an organization intended to increase cross-industry excellence Managing Director, Knowledge & Insights, Arizona State University Insights and research executive-level positions with American Greetings, Sam's Club, Jo-Ann Stores and OfficeMax | |||
| The Collaboratives With Mary Putman | 13 Oct 2021 | 00:35:32 | |
In this episode of The Experience Strategy Podcast, we are joined by Mary Putman, Lead Digital Strategist for The Collaboratives at Stone Mantel. We discuss how The Collaboratives make learning and research an interactive and transformative experience. Unlike conferences which provide ideas, but rarely support integration into your real-life scenarios, or traditional research that can cost hundreds of thousands of dollars per project, or development programs which can take years to complete, The Collaboratives teach you skills and frameworks to lead digital, hybrid, IRL Experience Strategy in your organization, while solving complex real-life problems at a fraction of the cost of even a single research project.
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Links Mentioned: The Collaborative at Stone Mantel - https://thecollaboratives.com/ Bio: Mary loves helping companies transform. She has a passion for consumer insights, data and innovation. With extensive expertise in digital, innovation, marketing, finance, and strategy, she brings foresight into the business — championing ways to foster growth. Before becoming a thought leader and facilitator of the Collaboratives with Stone Mantel, Mary led Digital Capability Innovation and Business Development at Hallmark. She led Hallmark's Omnichannel strategy, helped frame the new brand promise and helped launch Hallmark Magazine. Mary drove change at Hallmark as an advocate for open innovation, APIs, social integration, and a mobile-first approach to everything. Mary has extensive speaking experience at large and small conferences. She earned an MBA in Marketing & Finance from Rockhurst College in 1996. Mary lives in Kansas City and enjoys sailing, disc golf, gardening, and biking. She is also a fan of the Chiefs and Kansas City BBQ. | |||
| What is Meaningful Motivation? | 06 Oct 2021 | 00:34:13 | |
More than ever, people expect their experiences with brands to motivate them to achieve their goals. We've done extensive research to understand what this takes and turned these insights into frameworks that any company can use. Tune in to learn powerful ways to design products and services that motivate and inspire! In This Episode:
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Links Mentioned: https://gostonemantel.com/ | |||
| Ancient Principles for Staging Modern Experiences | 29 Sep 2021 | 00:46:18 | |
From Aristotle and Plato to modern brands like Disney and Apple, staging and storytelling have always been central to our experiences. Tune into today's episode of The Experience Strategy Podcast to find out ways to use these timeless techniques to entice, engage and immerse your customer in your brand's offerings. In This Episode:
Key Takeaways:
Kith: https://kith.com/ Cariuma: https://cariuma.com/ | |||
| Ecosystems of Wellbeing | 22 Sep 2021 | 00:27:44 | |
2020 reminded us that Wellness touches every part of our lives. As a result, companies are quickly discovering that workplace wellness is much more than in-house gyms, mindfulness apps, and healthy food in cafeterias. In this episode, we welcome Mia Kyricos, a globally respected thought-leader in the business of wellness, to explore the rapidly evolving landscape of Wellness and a uniquely integrated approach for helping organizations across all industries create purpose-driven wellness strategies designed to make companies, brands, services and colleagues inherently well. In This Episode:
Key Takeaways:
Links Mentioned: Kyricos & Associates LLC - http://kyricos.com/
Bio: Mia Kyricos is a globally respected thought-leader in the business of wellness and brand strategy with two decades of experience cultivating wellness, hospitality, healthy lifestyle, and travel brands across 100+ countries. As President & Chief Love Officer™ of , a strategic advisory and referral firm, Mia advances the trillion-dollar business of wellness by activating Ecosystems of Wellbeing™ that span both commercial and internal business interests. Previously, she was Senior Vice President & Global Head of Wellbeing for the Hyatt Hotels Corporation, Chief Brand Officer for Spafinder Wellness, Inc., and Vice President of the workplace wellness division at EXOS. Recently named the Leading Woman in Wellness, and Cornell University's Alumna of the Year, her work and expertise has been featured in The New York Times, LA Times, Skift, Smart Money, Hotel Business, Travel Weekly, Market Watch and more. She sits on the advisory boards of Wellness for Cancer, Cornell University School of Hotel Administration, and the Global Wellness Institute™, a 501c3 non- profit educational foundation she helped to found. Her mission is to help people live well, and based on her latest research, to love more. | |||
| Experience First: Hotelifying Apartment Living | 15 Sep 2021 | 00:39:09 | |
How do you take a simple moment and turn it into something that is memorable every single day? Many of us have had wonderful experiences at hotels, but residential living has been slow to embrace the lessons of hospitality. In today's episode of The Experience Strategy Podcast, we're talking to Trevor Hightower, the founder of Craftwork, about creating meaningful moments for apartment residents and powerful ways to disrupt the residential real estate industry. In This Episode:
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Bio: Trevor Hightower's experience in positions of leadership in the military and in the commercial real estate industry have all helped shape his philosophy and passion for community, entrepreneurship, place and seeing others around him flourish. He is the founder of Workflourish, a coworking space in Houston, which merged with Craftwork in early 2018. Prior to this, he was Managing Director of Houston for CBRE. He now serves as President of Craftwork. Tyler (wife), Chase (son), Grace (daughter), and Elle (daughter) are the top of his list to serve and he loves them dearly. Links Mentioned: Website: https://craftworkgroup.com/ | |||
| What the Heck is Experience Strategy Anyway? | 08 Sep 2021 | 00:35:09 | |
From Starbucks to Netflix, companies today are competing to disrupt the market and deliver the best possible customer experience. But what does it take to differentiate your brand and drive results for your customers and your bottom line? Tune into today's episode as we explain just what Experience Strategy means, and why it matters.
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| Time Well Spent | 01 Sep 2021 | 00:28:11 | |
In today's episode, we focus on a foundational strategic principle Experience Strategists call "time well spent." Consumers have a choice about where to spend their time and money and those decisions are usually driven by how much value they get from an experience. Tune in to hear fresh ways for understanding the value of people's time spent with your business, and how to design your service and products to create experiences that customers want to buy.
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| Employee Engagement in a Post-Covid World | 25 Aug 2021 | 00:37:51 | |
Covid-19 fundamentally shifted the way most people work. For many companies it's meant newly distributed workforces, and prompted a need to find innovative ways to create meaningful employee experiences. In this episode of The Experience Strategy Podcast, we are joined by Valarie Udeh, from one of the world's largest aerospace and defense companies, BAE Systems, to explore powerful strategies for engaging a remote workforce, managing diverse employees, and cultivating company culture, no matter where your employees do their work.
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KEY TAKEAWAYS:
Links Mentioned: BAE Systems - https://www.baesystems.com/en/home
BIO: Valarie Udeh joined BAE Systems, Inc. in April of 2013 as Director of Communications for Enterprise Shared Services. She is responsible for Shared Services Finance and Human Resources as well as ESS-IT communications for the organization. Her team is also responsible for ESS communications, employee engagement, and community service.
Prior to joining BAE Systems, Valarie worked for Delhaize America as Director of Internal Communications for the grocery chain Food Lion. She was responsible for employee communications reaching associates from across 11 states. She also worked for Wachovia, now Wells Fargo, as Senior Vice President, Director of Brand Management and Multicultural Marketing. Valarie has extensive advertising and public relations agency experience representing clients in the finance, restaurant, healthcare, and education sectors.
Valarie holds a Bachelor of Arts degree in mass communications from the University of South Carolina and a Master of Arts degree in strategic communications from Queens University of Charlotte. She is also a certified executive coach. | |||
| Unlocking Customer Loyalty | 18 Aug 2021 | 00:48:33 | |
Getting a customer is one thing, but keeping them is the hard part. In this episode, Aransas and Dave speak with Heidi Bowman, a 30 year veteran in Marketing and Business Development and the VP of Marketing & Business Development at Silex Financial Group, a residential and commercial mortgage broker, about ways to keep customers connected to companies through experience strategies.
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BIO: Heidi is a 30 plus year veteran in Marketing and Business Development and the VP of Marketing & Business Development at Silex Financial Group, a North Jersey-based residential and commercial mortgage broker. At Silex, her focus is to drive growth in existing and new markets. She is also a self-proclaimed First Time Home Buyer Experience guru.
Heidi also manages the "Bringing it Home with Heidi" brand which is a web-enabled platform that focuses on topics from home buying to a family cooking channel and everything in between. "Bringing It Home With Heidi" provides a valuable lifestyle and business resource through blog posts, podcasts (available on Spotify and Apple Podcasts), and more. You can learn more at bringithomewithheidi.com.
Heidi is also a mom to a "special abled" young man named Alexander and an advocate of post-21 special needs adults. She loves all things Italian = fashion, jewelry, food, the country, and her husband Joe, and is a CrossFit enthusiast. | |||
| What Can Lil' Miquela and Mia Zelu Teach Experience Strategists About Trust? | 11 Sep 2025 | 00:28:42 | |
Lil' Miquela and Mia Zelu have millions of followers and generate serious income, despite being created with artificial intelligence. A recent article in the NY Times caught our attention and we just had to weigh in on how AI influencers are changing the way customers think about what they can trust. In this episode of the Experience Strategy podcast, hosts Aransas Savas, Joe Pine, and Dave Norton delve into the intriguing world of AI influencers, exploring their rise, the complexities of trust and authenticity in the digital age, and the implications for the future of influencer experiences. They discuss the evolving nature of social proof, the role of empathy in AI, and how brands can navigate the changing landscape of consumer relationships. The conversation highlights the need for transparency and authenticity in experience strategies, as well as the potential shift towards hyperlocal influencers.
Chapters 00:00 Introduction to AI Influencers
Read more https://www.nytimes.com/2025/09/03/style/ai-influencers-lil-miquela-mia-zelu.html Podcast Sponsors: Learn how to inspire advocacy https://www.thecargoagency.com Learn more about Stone Mantel Sign up for the Experience Strategist Substack here: | |||
| Themes, Adventures, and Shopper Identities at Trader Joe's | 11 Aug 2021 | 00:27:58 | |
SHOW NOTES: The experience of food shopping is fundamentally about reliability and consistency, but standout brands like Trader Joe's use powerful Experience Strategies to differentiate their brands, add meaning and value for consumers, and build loyal fan bases. In this episode of the Experience Strategy Podcast, NYC-based blogger Halle Sarfin chats with Aransas and Dave about her love for grocery shopping at Trader Joe's and what keeps her coming back
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Links Mentioned: Halle's Instagram - http://instagram.com/thetoogoodlife
BIO: Halle created her own brand called thetoogoodlife when she discovered her passion for the health/wellness industry. She posts all things health, fitness, and food but puts an emphasis on balance. She lives in NYC and loves discovering new workouts and local farmer's markets. She loves iced coffee, sushi, avocado toast and can most likely be found on a spin bike or taking a walk along the water. She is in the process of becoming a certified health coach where she hopes to help people live happier and healthier lives. She loves to inspire and motivate others and believes the too good life platform is the perfect place to do that. Check her out on Instagram @thetoogoodlife. | |||
| Unpacking The Experience Pioneers Episode | 04 Aug 2021 | 00:37:57 | |
Your hosts, Aransas and Dave, recently had the opportunity to speak with the true pioneers of Experience Strategy, Lou Carbone, Joe Pine, and Bernd Schmitt for a previous episode of The Experience Strategy Podcast. These pioneers shared so much valuable information that Aransas and Dave decided to sit down together and thoroughly unpack the 'aha moments' from that episode. Tune in to hear a breakdown of the key lessons these Pioneers shared.
IN THIS EPISODE:
KEY TAKEAWAYS:
Links Mentioned: The Experience Strategy Podcast Episode 4 - Experience Pioneers BIO: Lou Carbone Lou Carbone is founder and CEO of Experience Engineering®, Inc.. Since the late 1980's, Carbone has continuously been at the forefront of studying, exploring and developing value creation through experience management and is often referred to as the Godfather of Experience Management. He is recognized as a thought leader in the field as well as an experience management futurist, continuously innovative, hands-on academic/practitioner. He wrote the book "Clued In: How to keep customers coming back, again and again, published by FT Prentice Hall which won Fast Company's Reader's Choice Award. Lou originated the concept of Emotional and Unconscious Clue Based Experience Design and Total Experience Management® and a robust proprietary methodology and perspective called Experience Engineering®.
Joe Pine B. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings. In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money with many new ideas, frameworks, and exemplars plus a new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre; Every Business a Stage. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. It further shows that in today's Experience Economy companies now compete against the world for the time, attention, and money of individual customers.
Bernd Schmitt Bernd Schmitt is Robert D. Calkins Professor of International Business and Faculty Director of the Center on Global Brand Leadership at Columbia Business School in New York. He is widely recognized for his major contributions to branding, marketing, and new technologies through his unique focus on the customer experience and innovation. He has published in the major marketing journals and written nine books which have been translated into 25 languages, including, among others, Experiential Marketing, Customer Experience Management, Big Think Strategy and Happy Customers Everywhere. Schmitt has consulted and developed brand, experience and innovation strategies for clients in consumer packaged goods, automobile, electronics, software, financial services, pharmaceuticals, beauty and cosmetics, hospitality, and media industries. | |||
| Meaningful Experiences at Milk Bar Brooklyn | 28 Jul 2021 | 00:40:41 | |
Welcome to this episode of The Experience Strategy Podcast! Aransas and Dave are joined today by Kylie Sachs, the owner of two thriving Milk Bar Cafes in Brooklyn, New York. Kylie's café venture started in 2016 as a significant career and lifestyle change. Prior to making the switch to café/restaurant life, Kylie spent more than 20 years in management and finance at growing companies. Tune in to this episode as Aransas and Dave talk with Kylie about her "Team First" approach to running a business and how she achieves positive customer experiences. You don't want to miss this insightful episode!
IN THIS EPISODE:
KEY TAKEAWAYS:
Links Mentioned: BIO: In 2016, Kylie bought two cafes in Brooklyn and in 2017 built a third. They are neighborhood favorites, serving breakfast and lunch in lovely settings. As a result of Covid-19, she shuttered one of them; happily, the other two are operating and thriving through this challenging time. Kylie's café venture started in 2016 as a significant career and lifestyle change. Prior to making the switch to café/restaurant life, Kylie spent more than 20 years in management and finance, bringing together skills in financial leadership at growing companies. She has broad experience managing functions including finance & accounting, legal, human resources and investor relations. Specialties include business modeling, strategic planning and plan execution. She has significant industry experience in for-profit education and high transaction-oriented businesses. From 2010 – 2015 Kylie was CFO at Frontier Payments, a leader in point-of-sale and dispatch technology for more than 10,000 taxi drivers across 40 cities. Under Kylie's financial leadership, Frontier processed more than a half a billion dollars of transactions. From 2003 to 2010, as a venture capitalist at Ascend Ventures, Kylie focused primarily on the Education and Media sectors. Before joining Ascend, Kylie served in several operating and managerial roles at PRIMEDIA Inc. Prior to her tenure at PRIMEDIA, Kylie served as a Director of Corporate and Business Development at 360HipHop, a media company founded by Russell Simmons. Kylie also has a background in investment banking, having worked for Goldman, Sachs & Co. and Peter J. Solomon Company. Kylie earned a B.A. in Economics from Georgetown University and an M.B.A. from Harvard Business School. | |||
| The Power of Omni-Channel Experience Strategies | 30 Jun 2021 | 00:27:38 | |
Welcome to this episode of The Experience Strategy Podcast! Aransas and Dave are joined today by tech executive Liz Grausam, who shares her personal experience consolidating her finances. Managing personal finances has become an epic chore for many consumers. Big banks, burdened by outdated technology, aren't making it easier for consumers to choose them in an increasingly competitive market. In this episode we look at the cost of tech debt on the customer experience, and ways businesses can use omni-channel experience strategies to create lasting loyalty.
In This Episode:
Key Takeaways:
Bio: Liz Grausam has spent her career analyzing and participating in the technology sector in a variety of ways. She spent almost the first decade of her career on Wall Street as an equity research analyst, covering software and services stocks at Goldman Sachs. In 2008, her love of innovation and strategic problem solving drew her to work at Amdocs, one of the software firms she covered as an analyst. At Amdocs, Liz managed the Strategic Planning process for the company along with the Investor Relations program. With an itch to run a P&L, in 2015 Liz joined GLG, an early innovator in the expert network sector, to incubate their entry into the Tech Vertical after utilizing GLG's service as a client. During her tenure at GLG, she helped the company reinvent its service offerings for F500 companies, expanding the legacy offering tailored to the investment community into a robust B2B insights platform supporting strategic planning, innovation, and go-to-market activities at large companies. At GLG, she eventually became General Manager of the Corporate Markets business unit comprising the Tech, Consumer, Industrials and Life Sciences verticals. Liz is currently on a professional sabbatical taking the spring and summer away from the grind and will be planning her next moves in the Fall of 2021. | |||
| A Spotlight on Spotify | 30 Jun 2021 | 00:32:29 | |
Welcome to the Experience Strategy Podcast! Today we are shining a spotlight on Spotify. Spotify has completely transformed how we listen to music forever. Launched in 2008, Spotify has grown to have over 356 millions users and includes a free or premium membership to access exclusive features of music listening, offline access, and ad free listening experiences. Spotify has found a way to connect with consumers on a deep level of emotional response by noticing our likes and dislikes in music and even offering new suggestions for you to discover. Your hosts Aransas and Dave welcome guest Margaret Callcott to talk about her own personal experience using Spotify for herself and her family. Margaret holds a PhD in advertising and consumer behavior from The University of Texas and has a long career in TV and digital content development. Tune into this episode as we speak with Margaret about her user insights and understanding how Spotify creates meaningful experiences with consumers.
In This Episode:
Key Takeaways:
Bio: Margaret Callcott completed her PhD in Advertising and Consumer Behavior at the University of Texas, and was present at the creation of Home & Garden Television, the springboard to her career in television and digital content development for Scripps Networks and Discovery. As our television viewing experience was transformed by a succession of digital innovations - including the Internet, the mobile phone and social media - Margaret developed a passion for consumer-driven insights and the creation of meaningful experiences in all the places where consumers interacted with their brands. | |||
| Experience Pioneers | 30 Jun 2021 | 00:56:51 | |
In this episode, Aransas and Dave are joined by the experience strategy pioneers, Lou Carbone, Joe Pine, and Bernd Schmitt to take us back to the birth of Experience Strategy, Design and Marketing. In this episode we dig into the cultural and business forces that drove the experience revolution, explore how experience strategy has transformed business development, product design, and marketing, and discover what these pioneers predict is on the horizon.
In This Episode:
Key Takeaways:
Bio: Lou Carbone Lou Carbone is founder and CEO of Experience Engineering®, Inc.. Since the late 1980's, Carbone has continuously been at the forefront of studying, exploring and developing value creation through experience management and is often referred to as the Godfather of Experience Management. He is recognized as a thought leader in the field as well as an experience management futurist, continuously innovative, hands-on academic/practitioner. He wrote the book "Clued In: How to keep customers coming back, again and again, published by FT Prentice Hall which won Fast Company's Reader's Choice Award. Lou originated the concept of Emotional and Unconscious Clue Based Experience Design and Total Experience Management® and a robust proprietary methodology and perspective called Experience Engineering®.
Joe Pine B. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings. In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money with many new ideas, frameworks, and exemplars plus a new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre; Every Business a Stage. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. It further shows that in today's Experience Economy companies now compete against the world for the time, attention, and money of individual customers.
Bernd Schmitt Bernd Schmitt is Robert D. Calkins Professor of International Business and Faculty Director of the Center on Global Brand Leadership at Columbia Business School in New York. He is widely recognized for his major contributions to branding, marketing, and new technologies through his unique focus on the customer experience and innovation. He has published in the major marketing journals and written nine books which have been translated into 25 languages, including, among others, Experiential Marketing, Customer Experience Management, Big Think Strategy and Happy Customers Everywhere. Schmitt has consulted and developed brand, experience and innovation strategies for clients in consumer packaged goods, automobile, electronics, software, financial services, pharmaceuticals, beauty and cosmetics, hospitality, and media industries. | |||
| Getting to know Dave and Aransas | 26 Jun 2021 | 00:20:26 | |
Welcome to the Experience Strategy Podcast, the only podcast focused on the challenges of creating and executing an experience strategy.
In this debut episode, your hosts, Aransas Savas and Dave Norton welcome you to their new podcast. Aransas is a coach and Experience Designer who has worked with leading consumer brands for the last 20 years. Dave is an Experience Strategist and the founder of the Insights Consultancy, Stone Mantle and author. Listen in to learn a little more about Dave and Aransas and the ways this show is going to tap into smart consumers, small business owners and big business experts to understand what makes an impactful experience strategy.
In This Episode:
Key Takeaways:
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| The Price of Magic: Disney's Tiered System and the Middle Class | 03 Sep 2025 | 00:25:12 | |
In The New York Times article written by Daniel Currell, the author/consultant contents that Disney's tiered system is designed to target affluent guests, not middle class people. In this episode of the Experience Strategy Podcast, hosts Joe Pine, Dave Norton, and Aransas Savas discuss the article about Disney's transformation from an egalitarian experience to a tiered system. They explore the implications of this shift on the middle class, the increasing value placed on experiences, and the desire for connection among visitors. The conversation delves into the role of services, time value, and the exclusivity of certain experiences, ultimately addressing the future of Disney and its expansion opportunities. This episode is brought to you by The Cargo Agency and Feedback Now. Takeaways
Chapters 00:00 Introduction to the Experience Economy Read more Podcast Sponsors: Learn how to inspire advocacy https://www.thecargoagency.com Register for a free pilot program with Feedback Now https://marketing-info.feedbacknow.com/free-pilot Learn more about Stone Mantel Sign up for the Experience Strategist Substack here: | |||
| Did Saks Global Make a $600 Million Mistake With It's Personalization Platform? | 21 Aug 2025 | 00:26:40 | |
In an August 14th Vogue Business article by Madeleine Schultz , Saks Global, the parent company of Saks Fifth Avenue, Neiman Marcus and Bergdorf Goodman, discussed its personalisation strategy and an investment of $600 million for it's new platform. The only problem is: based on the article, we think they got it wrong. In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton delve into the evolving landscape of personalization in retail, particularly focusing on Saks Global's new strategies. They discuss the importance of understanding customer modes, the role of contextual data, and the challenges faced by traditional personalization approaches. The conversation highlights the need for brands to meet customers where they are, especially in the age of social shopping, and emphasizes the integration of online and offline experiences to enhance customer engagement. This episode is brought to you by The Cargo Agency and Feedback Now. Takeaways
Chapters 00:00 Introduction to Personalization in Retail Read more Podcast Sponsors: Learn how to inspire advocacy https://www.thecargoagency.com Register for a free pilot program with Feedback Now https://marketing-info.feedbacknow.com/free-pilot Learn more about Stone Mantel Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com
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| Is the Movie Theater Industry About to Rebound? Why Yes, and its Because of Movies | 13 Aug 2025 | 00:22:20 | |
Q2 of the US economy was very kind to movie theaters who are still recovering from the pandemic. AMC's financial performance and the evolving landscape of cinema experiences suggests a rebirth for badly bitten sector. Thanks to A Minecraft Movie and other blockbusters, we are finally seeing the repurposing of movie theater. The hosts explore the importance of community and shared experiences in film, the role of content quality, and innovative strategies to engage audiences. The conversation emphasizes the need for theaters to enhance the overall experience to attract viewers back, highlighting the significance of immersive and communal elements in the movie-going experience.
00:00 Introduction to the Experience Economy
Read more Podcast Sponsor: Register for a free pilot program with Feedback Now https://marketing-info.feedbacknow.com/free-pilot Learn more about Stone Mantel Sign up for the Experience Strategist Substack here: | |||
| The Next 15 Years Will NOT Be Hell and Experience Strategists Can Lead the Way | 07 Aug 2025 | 00:29:16 | |
In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss a recent episode of the Diary of a CEO featuring Mo Gawdot, who predicts a dystopian future driven by technology and AI. The conversation explores themes of transformation, the value of work, and the implications of AI on jobs and society. The hosts critique Mo Gawdot's techno-extremism and emphasize the importance of hope and purpose in navigating the future. Using insights from The Experience Economy, from Experience Strategy, and human behavior, they argue for a bright future for those focused on customer's needs and desires
00:00 Introduction to the Experience Strategy Podcast
Read more Podcast Sponsor: Register for a free pilot program with Feedback Now https://marketing-info.feedbacknow.com/free-pilot Learn more about Stone Mantel Sign up for the Experience Strategist Substack here: | |||
| Admissions and Subscriptions: Navigating the Future of Travel in Italy | 30 Jul 2025 | 00:27:44 | |
The Experience Strategy Podcast is available on all major podcast platforms for free. In this episode, the hosts discuss the complexities of tourism in Italy, particularly focusing on the balance between local experiences and tourist demands. They explore the impact of consumer behavior on travel, the need for sustainable tourism practices, and the importance of transformational travel that benefits local communities. The conversation emphasizes the necessity for destinations to adapt to changing trends and the value of holistic travel experiences that respect both tourists and residents.
00:00 Exploring the Vibrancy of Italy Read more https://www.tourism-review.com/italy-draws-visitors-with-its-fancy-experiences-news15039 https://www.businessinsider.com/glad-we-did-not-buy-one-dollar-italy-home-2024-12 https://www.nytimes.com/2025/06/20/style/jeff-bezos-lauren-sanchez-wedding.html https://www.nytimes.com/2025/06/15/travel/europe-tourism-protests.html
Podcast Sponsor: Register for a free pilot program with Feedback Now https://marketing-info.feedbacknow.com/free-pilot
Learn more about Stone Mantel
Sign up for the Experience Strategist Substack here: | |||
| From Department Stores to Apartment Stores: Printemp Shows Up in Manhattan | 24 Jul 2025 | 00:27:03 | |
This episode builds on Dave Norton's article on Substack about Kate King's report in the Wall Street Journal: Can the French Reinvent America's Broken Department Store Model. Aransas Savas, Joe Pine, and Dave Norton discuss the evolving landscape of retail, particularly focusing on the experiential model as exemplified by the French department store Printemps. They explore the differences between traditional American department stores and European models, emphasizing the importance of creating engaging experiences that encourage customers to linger. The conversation also touches on metrics for measuring success in experiential retail and highlights case studies like La Varia Leo bookstore, while critiquing Macy's for missing opportunities to connect with consumers.
Sound bites "It's about time well spent."
00:00 Introduction to the Experience Economy
Read more https://theexperiencestrategist.substack.com/p/america-looks-to-europe-to-reinvigorate Register for a free pilot program with Feedback Now https://marketing-info.feedbacknow.com/free-pilot Learn more about Stone Mantel Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com
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| The New Profit Model in Sports: The Atlanta Braves' Experience Strategy | 17 Jul 2025 | 00:24:39 | |
In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss the economic power of experience strategy in various industries, focusing on an article in the Wall Street Journal on the Atlanta Braves and their innovative approach to sports business through the Battery Atlanta. They explore the concept of Disneyfication, where businesses create holistic experiences that enhance customer engagement and economic impact. The conversation also delves into the potential for reimagining healthcare facilities as experience-driven environments, emphasizing the interconnectedness of experiences, goods, and services in today's economy.
Chapters 00:00 Introduction to the Experience Economy Podcast
Read More: https://www.wsj.com/sports/baseball/truist-park-battery-atlanta-a3698b69?mod=Searchresults_pos1&page=1 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 | |||
| The Big, Transformational, Business of Longevity | 29 Jan 2026 | 00:23:02 | |
Summary In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss the burgeoning field of longevity and transformation. They explore the aspirations of individuals seeking to live longer and healthier lives, the shift in healthcare from a reactive to a proactive approach, and the role of social proof in driving transformation. The conversation also touches on the evolution of trust in the age of social media, the changing narrative around aging, and the future accessibility of longevity solutions.
00:00 Introduction to Transformation and Longevity Podcast Sponsors: Learn more about Stone Mantel Sign up for the Experience Strategist Substack here: | |||
| What Integration Therapies in Silicon Valley Have to Do with the Transformation Economy | 10 Jul 2025 | 00:27:43 | |
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. We explore the therapeutic potential and unintended consequences of this trend, including the phenomenon of workers leaving the industry after profound experiences.
Chapters 00:00 Introduction to Psychedelics in Silicon Valley
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 | |||
| Robert Fabricant on AI and Design for Cognitive Decline | 01 Jul 2025 | 00:26:08 | |
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 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 Feedback Now, the world's best solution for real-time feedback. Takeaways:
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 | |||
| New Release Shows that Airbnb is Serious About In-Destination Experiences | 26 Jun 2025 | 00:29:24 | |
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
Chapters 00:00 The Evolution of Airbnb: A New Era in Travel
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: https://www.thecollaboratives.com/contest Sign up for the Experience Strategist Substack here: The Experience Strategist A newsletter about creating value for customers, employees, and companies. By Dave Norton
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| Fashion Group Zara is Introducing Travel Mode | 19 Jun 2025 | 00:28:06 | |
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
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 | |||
| The Wall Street Journal on the Value of Getting People to Spend More Time with Your Brand | 12 Jun 2025 | 00:24:52 | |
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: https://www.thecollaboratives.com/contest Sign up for the Experience Strategist Substack here: | |||
| Free Advice for Tony Bates at Genesys on Empathy and AI | 04 Jun 2025 | 00:24:59 | |
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 Read more here: Register for the free membership in the Collaboratives here: https://www.thecollaboratives.com/contest Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com
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| The Transformation Economy Book is Final! | 01 Jun 2025 | 00:29:52 | |
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.
Chapters 00:00 Introduction to the Transformation Economy
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| What HBR Missed About Taylor Swift's Genius | 22 May 2025 | 00:24:54 | |
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
Chapters 00:00 Introduction to Experience Strategy Podcast Read more here: https://hbr.org/2025/03/the-strategic-genius-of-taylor-swift Register for the free membership in the Collaboratives here: https://www.thecollaboratives.com/contest Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com
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| Weight Watchers is in the New York Times | 15 May 2025 | 00:25:43 | |
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
This episode is brought to you by The Experience Strategy Collaboratives. You might be the lucky winner of a free membership to the Experience Strategy Collaboratives. To register go to https://www.thecollaboratives.com/contest | |||
| Cracker Barrel is in the Wall Street Journal | May 6, 2025 | 06 May 2025 | 00:20:58 | |
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.
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 | |||