Shows
The Experience Strategy PodcastDid Saks Global Make a $600 Million Mistake With It's Personalization Platform?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...
2025-08-2126 min
The Experience Strategy PodcastDid Saks Global Make a $600 Million Mistake With It's Personalization Platform?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...
2025-08-2126 min
The UpliftersDeshi Singh and The Chamber of MothersTraditional Show Notes:Episode Description: Deshi Singh went from Wall Street finance executive to co-founding Chamber of Mothers, a national nonprofit that's united 45 chapters across 30+ states to advocate for paid leave, accessible childcare, and maternal health. In this conversation, we explore how to move from overwhelm to engagement, why hope matters more than happiness, and how one social media experiment became a movement that's making mothers impossible to ignore.What You'll Learn:How to convert overwhelm into actionable change through community buildingWhy women's economic power (75% of discretionary spending by 2028) makes us unstoppable when unitedThe...
2025-08-2137 min
The UpliftersThe Recruiter Who Started a Restaurant and a Global Tech Platform to Provide Workers with DignityEpisode Description: Holly Diamond arrived in New York with $400 and a dream, faced the heartbreak of job searching during the 2009 recession, and eventually opened a restaurant during the pandemic to employ her parents. Now she's the CEO of Work Onward, a map-based hiring platform connecting small businesses with local workers, especially in immigrant-owned businesses and blue-collar industries.What You'll Learn:How to turn personal struggles into scalable solutionsThe power of taking action before you feel readyCreating dignity in employment for overlooked populationsBuilding technology that serves vulnerable communitiesBalancing profit with social impact in businessKey...
2025-08-1428 min
The Experience Strategy PodcastThe Next 15 Years Will NOT Be Hell and Experience Strategists Can Lead the WayIn 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...
2025-08-0729 min
The Experience Strategy PodcastThe Next 15 Years Will NOT Be Hell and Experience Strategists Can Lead the WayIn 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 n...
2025-08-0729 min
The UpliftersFrom Chief Product Officer to Founder: How Alex Stried Built the Parenting Support Platform Every Family NeedsEpisode DescriptionJoin host Aransas Savas as she reconnects with Alex Stried, former Chief Product Officer at Cerebral who left her executive role to co-found Poppins, a revolutionary 24/7 pediatric care and parent coaching platform. In this candid conversation, Alex shares how the Surgeon General's declaration of parent stress as a public health crisis became her wake-up call to build the company she wished existed as a working mother. From managing teams of hundreds to starting from scratch, Alex reveals the data-driven approach that helped her raise courage capital and turn overwhelming parenthood into a scalable solution.
2025-08-0735 min
The Experience Strategy PodcastFrom Department Stores to Apartment Stores: Printemp Shows Up in ManhattanThis 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...
2025-07-2527 min
The Experience Strategy PodcastFrom Department Stores to Apartment Stores: Printemp Shows Up in ManhattanThis 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...
2025-07-2527 min
The UpliftersWhy Your Team Keeps Having the Same Fight (And How to Finally Fix It)How to Stop Taking Everyone's Stress Personally | 5,000-Year-Old Secret to Better Relationships | Carey DavidsonEver wonder why some people drain your energy while others light you up? Or why the same communication patterns keep causing problems in your relationships, no matter how hard you try to fix them?In this episode, relationship expert Carey Davidson reveals the ancient Chinese wisdom that explains exactly why we clash with certain personality types – and how to break those frustrating cycles for good.Carey, author of The Five Archetypes and founder of Harmin Labs, has helped major organizations like Microsoft, Starbucks, and To...
2025-07-2441 min
The Experience Strategy PodcastThe New Profit Model in Sports: The Atlanta Braves' Experience StrategyIn 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.Takeaways* The...
2025-07-1724 min
The Experience Strategy PodcastThe New Profit Model in Sports: The Atlanta Braves' Experience StrategyIn 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. Takeaways The A...
2025-07-1724 min
The UpliftersIt's Time for a 1 Girl RevolutionHi! New here? Welcome to the Uplifters! I'm Aransas Savas. I've spent the last 20 years at the intersection of behavior change research and coaching. On The Uplifters Podcast, we share diverse stories of women who have found something beautiful on the other side of the hard stuff. Despite self-doubt and fear (and honestly, who doesn't have those?), they've done big, brave things anyway, and show us how we can too!Our next series is Late Bloomers! 🌸Do you know a woman whose late-blooming journey would inspire our community? Or maybe that someone is YOU? Hit rep...
2025-07-1744 min
The UpliftersFrom Teacher to Mindfulness Entrepreneur with Vanessa Hutchinson-SzekelyEpisode DescriptionIn this inspiring episode of The Uplifters Podcast, host Aransas Savas sits down with Vanessa Hutchinson-Szekely, a California-French educator who made a bold career pivot from 20 years in teaching to founding Big Belly Breathing, her mindfulness and meditation platform.Vanessa shares her transformative journey from San Francisco classroom teacher to entrepreneur, including a life-changing sabbatical year in the French Alps, her discovery of yoga and meditation during the pandemic, and how she built courage to leave educational stability behind. Learn about her innovative approach to family mindfulness, her bilingual meditation podcasts, and her...
2025-07-1043 min
The UpliftersBuilding Your Abundance Mindset: What's in Your Luggage with Karisma JayEpisode 117 Episode DescriptionHost Aransas Savas sits down with multihyphenate artist Karisma Jay to explore how to build an abundance mindset even when resources feel scarce. Karisma, a Broadway performer, filmmaker, educator, and founder of Abundance Academy, shares her powerful reframe from asking "What don't I have?" to "What's in my luggage right now?"This conversation is packed with practical wisdom about overcoming self-doubt, navigating financial struggles as an artist, and choosing wholesome work over controversy. Whether you're a creative professional, entrepreneur, or anyone looking to shift from scarcity to abundance thinking, this episode offers actionable strategies...
2025-07-0352 min
The Experience Strategy PodcastRobert Fabricant on AI and Design for Cognitive DeclineIn 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...
2025-07-0126 minThe Experience Strategy PodcastRobert Fabricant on AI and Design for Cognitive DeclineIn 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 q...
2025-07-0126 minThe Experience Strategy PodcastNew Release Shows that Airbnb is Serious About In-Destination ExperiencesIn this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss Airbnb's recent rebranding and its shift from a focus solely on home bookings to a more holistic approach that includes services and experiences. They explore the implications of this transformation for the travel industry, emphasizing the importance of authenticity, operational platforms, and the experience economy. The conversation highlights the potential for Airbnb to create unique, transformative travel experiences that resonate with customers' desires for connection and personal growth. Takeaways Airbnb is evolving from just home bookings to offering...
2025-06-2629 min
The Experience Strategy PodcastNew Release Shows that Airbnb is Serious About In-Destination ExperiencesIn this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss Airbnb's recent rebranding and its shift from a focus solely on home bookings to a more holistic approach that includes services and experiences. They explore the implications of this transformation for the travel industry, emphasizing the importance of authenticity, operational platforms, and the experience economy. The conversation highlights the potential for Airbnb to create unique, transformative travel experiences that resonate with customers' desires for connection and personal growth.Takeaways* Airbnb is evolving from just home bookings to offering...
2025-06-2529 min
The Experience Strategy PodcastFashion Group Zara is Introducing Travel ModeIn 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.TakeawaysZara...
2025-06-1928 minThe Experience Strategy PodcastFashion Group Zara is Introducing Travel ModeIn this episode of the Experience Strategy Podcast, hosts Aransas Savas, Dave Norton, and Joe Pine discuss fashion group Zara's innovative travel mode, which allows users to shop for products while traveling. They explore the concept of 'modes'—temporary mindsets and behaviors that influence customer experiences—and how Zara's travel mode can enhance customer engagement. The conversation delves into the importance of context, opportunities for improvement, and the potential for community building through social media. The hosts emphasize the dynamic nature of modes and the need for behavioral science to further explore this concept. Takeaways Zara...
2025-06-1928 minThe Experience Strategy PodcastThe Wall Street Journal on the Value of Getting People to Spend More Time with Your BrandIn 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...
2025-06-1224 min
The UpliftersWhat Are Tears Without Action? An Interior Designer Who Built a National Nonprofit on Faith and Polka DotsEpisode DescriptionIn 2006, Terry Grahl received a simple phone call asking if she'd volunteer to paint one wall at a women's shelter. What she discovered in that dormitory—30 women sleeping on prison-donated bunk beds held together with duct tape—changed the trajectory of her life forever. Today, Terry is the founder and CEO of Enchanted Makeovers, a national nonprofit that has transformed shelter spaces across the country for women and children escaping domestic violence and human trafficking.In this powerful conversation, Terry shares how her own experience with childhood homelessness became the compass for serving "the...
2025-06-1232 min
The Experience Strategy PodcastFree Advice for Tony Bates at Genesys on Empathy and AIIn 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.Chapters01:50 The Role of Empathy in...
2025-06-0424 minThe Experience Strategy PodcastFree Advice for Tony Bates at Genesys on Empathy and AIIn 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 S...
2025-06-0424 min
The Experience Strategy PodcastWhat HBR Missed About Taylor Swift's GeniusSummaryIn 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. TakeawaysTaylor Swift's success is rooted in her emotional connection with fans.
2025-05-2824 min
The Experience Strategy PodcastWhat HBR Missed About Taylor Swift's GeniusSummaryIn 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.TakeawaysTaylor Swift's success is rooted in her emotional connection with fans....
2025-05-2324 minThe Experience Strategy PodcastWhat HBR Missed About Taylor Swift's GeniusSummary In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton delve into the strategic genius of Taylor Swift, exploring how her approach transcends music to embody principles of experience strategy. They discuss her emotional connection with fans, authenticity, and the aspirational roles she plays for her audience, particularly young women. The conversation highlights the economic impact of her experiences and the lessons that can be drawn for businesses in the experience economy. Takeaways Taylor Swift's success is rooted in her emotional connection with fans. Her s...
2025-05-2324 min
The UpliftersBehind the Scenes at The Conclave in Rome with my HusbandsummaryIn this episode of the Uplifters podcast, host Aransas Savas interviews her husband, Andy Savas, about his recent experience covering the papal conclave in Rome. Andy shares insights into the preparation, the excitement of the event, and the emotional moments of witnessing history as a new pope was elected. The conversation highlights the challenges of live reporting, the atmosphere in St. Peter's Square, and the personal reflections on being part of such a significant occasion.takeawaysAndy had no prior knowledge of the conclave process.The duration of the conclave is unpredictable.The...
2025-05-1533 min
The UpliftersFrom Taylor Swift Interviews to Time Freedom: How a Former TV Executive Guides Women Through Career ReinventionsummaryIn this conversation, Aransas Savas and Shannon Russell explore the transformative journey of women reinventing themselves, focusing on Shannon's transition from a successful television executive to an entrepreneur. They discuss the importance of mindset shifts, defining non-negotiables, and the role of research in building confidence. Shannon shares her insights on overcoming mental barriers, the significance of feeling good in one's career, and actionable steps for personal growth. The conversation emphasizes that change is possible and encourages listeners to take small steps towards their goals.takeawaysShannon transitioned from a successful TV career to...
2025-05-0833 min
The Experience Strategy PodcastCracker Barrel is in the Wall Street Journal | May 6, 2025This is a free preview of a paid episode. To hear more, visit theexperiencestrategist.substack.comSummaryIn 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, emphasiz…
2025-05-0720 minThe Experience Strategy PodcastCracker Barrel is in the Wall Street Journal | May 6, 2025In this episode of the Experience Strategy Podcast, hosts Joe Pine, Aransas Savas, and Dave Norton discuss the Wall Street Journal article about Cracker Barrel's recent transformation efforts aimed at attracting younger customers while retaining their core base. They explore the challenges and opportunities of modernizing a legacy brand, emphasizing the importance of experience strategy over mere aesthetic changes. The conversation highlights the role of employees in successful transformations, the impact of economic factors on customer behavior, and innovative ideas for enhancing the dining experience. Cracker Barrel is attempting to modernize while retaining its nostalgic appeal. Transformations often...
2025-05-0720 min
The Experience Strategy PodcastScheels is in the Washington PostIn 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 Scheels. They emphasize the importance of community, trust, and contextual design in creating meaningful experiences for customers. The episode wraps up with key takeaways for strategists looking to...
2025-05-0226 min
The Experience Strategy PodcastScheels is in The Washington PostThis is a free preview of a paid episode. To hear more, visit theexperiencestrategist.substack.comIn 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…
2025-05-0226 min
The UpliftersThe Cinnamon Toast Philosophy: My Grandmother's Extraordinary Approach to Ordinary LifeEpisode SummaryIn this special tribute episode, host Aransas Savas honors her grandmother, Rosemary Baker, who recently passed away at age 95. Aransas shares the inspiring story of her grandmother's remarkable life and the valuable lessons she embodied about living fully at every age.Key MomentsChapters00:00 Inspiration and Influences02:54 Family Values and Homelife06:25 Adventures and Aspirations09:17 Facing Challenges with Resilience19:24 Uplifters-YouTube-End-Off-White-v4.mp420:00 Uplifters-YouTube-End-Off-White-v4-Audio (1).mp3Life Lessons from Rosemary BakerThe power of continuous creativity...
2025-05-0125 min
The UpliftersJulie Gordon White Turned Brain Fog into Business Claritykeywordsmenopause, women's health, empowerment, community, self-discovery, education, entrepreneurship, resilience, awareness, supportsummaryIn this enlightening conversation, Aransas Savas and Julie Gordon White delve into the often-taboo subject of menopause, exploring its challenges and opportunities. They discuss the importance of breaking the silence surrounding menopause, the need for education and awareness, and the empowering aspects of this life stage. Julie shares her personal journey through menopause, the creation of her Menowell bar, and her passion for supporting women during this transition. The conversation emphasizes resilience, community support, and the potential for personal growth...
2025-04-0338 min
The UpliftersTania Kinsella is Leading the Nation's Largest Police Force with LoveToday’s Featured Uplifter: Tania KinsellaWhen I sat down with Tania Kinsella, the first woman of color to serve as Deputy Chief of the NYPD, I expected the usual leadership conversation – strategies, milestones, carefully crafted responses. Instead, I found myself swept up in a current of pure, unbridled love.Yes, love. In the world of law enforcement. (Stay with me here.)There's something almost rebellious about the way Tania infuses this four-letter word into every aspect of her leadership. Her voice fills with warmth as she describes her officers, her eyes light up t...
2024-12-2018 min
The UpliftersUnlocking Emotional Optimism Through Joyful Service With VaynerX's Chief Heart Officer, Claude SilverToday’s Featured Uplifter: Claude SilverThis excerpt from Claude’s website is the best introduction I could possibly give you for the story you’re about to hear.Everyday you are leaving a heart print with everyone you meet.At 5 I knew I could feel and pick up on people's emotionsBy 14 I knew I could instinctually/intuitively know/sense/see what would happen in the near futureBy 17 I began to lose faith in myself and was hell-bent on taking a fast walk on the wild & dark sideAt 19 I did Outward Bound which changed my life a...
2024-12-0532 min
The Experience Strategy PodcastHow to Stay Customer-Centric During Economic Downturns with Blake MorganIn this episode, experience strategists Dave Norton and Aransas Savas speak with Blake Morgan, the “Queen of CX” and a leading futurist in customer experience, about her latest book and insights on the future of customer service. Blake explains why customer service levels are at historic lows despite post-COVID digital transformations and emphasizes the need for companies to remain customer-centric during economic uncertainty. She introduces her WAYS framework for building effective CX strategies and discusses the critical role of empathy and human connection in an AI-driven world. Additionally, Blake highlights the essential connection between employee experience and customer loyalty, show...
2024-11-1333 min
The Experience Strategy PodcastHow to Stay Customer-Centric During Economic Downturns with Blake MorganIn this episode, experience strategists Dave Norton and Aransas Savas speak with Blake Morgan, the “Queen of CX” and a leading futurist in customer experience, about her latest book and insights on the future of customer service. Blake explains why customer service levels are at historic lows despite post-COVID digital transformations and emphasizes the need for companies to remain customer-centric during economic uncertainty. She introduces her WAYS framework for building effective CX strategies and discusses the critical role of empathy and human connection in an AI-driven world. Additionally, Blake highlights the essential connection between employee experience and customer loyalty, show...
2024-11-1333 min
The UpliftersSusan McPherson: Breaking the Networking Mindset - A Guide to Genuine ConnectionIn a week where election results have left many Americans feeling the depths of our divisions, Susan McPherson's wisdom about authentic connection feels more vital than ever. As communities across the country grapple with political polarization and social isolation, her message about breaking out of our "hermetically sealed bubbles" and connecting across differences offers a path forward - not just for our personal relationships, but for our collective healing.Growing up in the late 60s and 70s, Susan would watch her parents at the breakfast table, methodically clipping newspaper articles that made them think of friends, colleagues...
2024-11-0728 min
The UpliftersLovisa Brown is Proving that Vulnerability is a SuperpowerIt’s pretty scary to put yourself out there in a world that can feel really divided, but Lovisa Brown, the Executive Director of Extreme Kids and Crew, is proving that we find our way back to one another not through layering on our protective masks, but by taking them off. A nod or smile acknowledges our shared humanity, moments of honesty when we admit that we don’t know all the answers help others feel braver doing the same, and creating spaces for differences to take the lead ensures that we break through the limits of our own experi...
2024-10-1729 min
The UpliftersKerry Brodie is Cooking Up Opportunities for RefugeesKerry Brodie is impatient. When she saw a problem and realized the existing solutions could take years or decades to create change, she created a whole new system: one that would have immediate and lasting impact for generations. As the founder of Emma's Torch, she's created a launchpad for refugees, asylees, and survivors of human trafficking. Through culinary education, ESL classes, and job placement assistance, Emma’s Torch is helping America's newest arrivals chart their own course to success. In this episode, Kerry shares how she went from from DC politics to nonprofit founder. She di...
2024-09-2626 min
The UpliftersLaKeshia T. Hodge is Empowering At-Risk Youth Through LoveIt can seem almost impossible to escape homelessness, but with the support of her community, LaKeshia Hodge broke a generational cycle. Now, she’s dedicating her life to helping others do the same. Her journey is a testament to the power of community and the ripple effect of love. As co-founder of the Struggle of Love Foundation, Lucky LaKeshia has spent over two decades uplifting her Denver community. In this conversation, LaKeshia shares how she went from surviving to thriving and how she's teaching at-risk youth to do the same through goal-setting, self-love, and community support....
2024-09-1941 min
The Experience Strategy PodcastCreating Time Well Spent in Communities with Feverbee Founder and Enterprise Community Strategist, Richard MillingtonIn 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 industry giants like Google, Facebook, Oracle, and Wikipedia. His insights challenge traditional notions of community management, advocating for supporting existing ecosystems rather than controlled forums, and offering practical strategies for mapping community landscapes and measuring real outcomes...
2024-09-1833 min
The Experience Strategy PodcastCreating Time Well Spent in Communities with Feverbee Founder and Enterprise Community Strategist, Richard MillingtonIn 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 industry giants like Google, Facebook, Oracle, and Wikipedia. His insights challenge traditional notions of community management, advocating for supporting existing ecosystems rather than controlled forums, and offering practical strategies for mapping community landscapes and measuring real outcomes...
2024-09-1833 min
The Experience Strategy PodcastLeveraging Transformational Travel to Drive Relevance and Impact at Sierra ClubIn this episode, Experience Strategy Podcast hosts Aransas Savas and Dave Norton sit down with Brian Anderson, Director of National Outings at the legendary Sierra Club. With over 130 years of advocating for people, places, and the planet, Sierra Club has mastered the art of crafting transformational travel experiences that drive personal growth and global impact. Packed with insights on experience design, engagement strategy, and impact measurement, this episode is a must-listen for anyone looking to harness the power of transformational experiences. Tune in now and discover how Sierra Club is pioneering a new era of meaningful, impactful travel.
2024-08-2136 min
The Experience Strategy PodcastLeveraging Transformational Travel to Drive Relevance and Impact at Sierra ClubIn this episode, Experience Strategy Podcast hosts Aransas Savas and Dave Norton sit down with Brian Anderson, Director of National Outings at the legendary Sierra Club. With over 130 years of advocating for people, places, and the planet, Sierra Club has mastered the art of crafting transformational travel experiences that drive personal growth and global impact. Packed with insights on experience design, engagement strategy, and impact measurement, this episode is a must-listen for anyone looking to harness the power of transformational experiences. Tune in now and discover how Sierra Club is pioneering a new era of meaningful, impactful travel.
2024-08-2136 min
The UpliftersPioneering Criminologist Marcia Morgan Will Show You How to Get Going and Achieve Your Goals at Any AgeHey Uplifters,Dr. Marcia Morgan is a force of nature who has dedicated her life to giving women a voice in some of the toughest environments imaginable. From pioneering as one of the first female law enforcement officers in the 1970s to advocating for incarcerated women, Marcia has faced down challenges with grace, grit, and an unshakeable commitment to justice.In this episode, Marcia takes us on a journey through her remarkable career, sharing stories of breaking barriers in male-dominated fields and the vital importance of maintaining your sense of self while blazing trails. She...
2024-08-0838 min
The Experience Strategy PodcastEnhancing Customer Experiences with Driving Business Value with AR/VRIn 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 customers, Spender and Bryan share exclusive insights ad real-world case studies that demonstrate the immense potential of these technologies in driving business growth.Tune in and gain:* Actionable strategies for leveraging AR/VR...
2024-08-0635 min
The UpliftersDaisy Auger-Dominguez is Helping Us Go From Burnt Out to Lit UpToday you’ll meet Daisy Auger-Dominguez. Born in New York City but raised in the Dominican Republic, Daisy's journey took her from feeling like an outsider in American high school to becoming a trailblazer in workplace diversity and inclusion. With stints at powerhouse companies like Moody's, Google, and Disney under her belt, Daisy now shares her hard-won wisdom on creating more inclusive workplaces and finding balance in our work lives. "Reshaping systems is relentless, complex, and often fraught with setbacks, skepticism and resistance to change. In these moments, we must carve out for ourselves spaces to pause, re...
2024-08-0140 min
The Experience Strategy PodcastEnhancing Customer Experiences with Driving Business Value with AR/VRIn 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 customers, Spender and Bryan share exclusive insights ad real-world case studies that demonstrate the immense potential of these technologies in driving business growth. Tune in and gain: Actionable strategies for leveraging AR/VR...
2024-07-2535 min
The UpliftersDr. Emily Bailey is Showing Us How to Come Through Struggle StrongerFrom a young age, Emily Bailey was immersed in the world of human behavior thanks to her emergency room physician father. While most kids got bedtime stories, Emily got psychology journals to read with her dad. This early exposure and a complicated relationship with her mother sparked her curiosity about what makes people tick and set her on a path to becoming a therapist specializing in OCD and anxiety disorders. At 17, Emily experienced profound loss when her mother died by suicide. This devastating event shook her world and could have derailed her dreams, but Emily persevered with...
2024-06-1324 min
The UpliftersEmbracing the Cringe with Caroline ScruggsUplifters, we are going on a magical musical adventure with this week's guest - world traveler, songwriter, and creativity coach Caroline Scruggs! Caroline invites us into her radically courageous creative journey and shows us how embracing imperfection helped her find her authentic voice (and resulted in a song about roadkill).Caroline shares the power of building safe spaces for creative growth and gives us the keys to unlock our vocal confidence - starting with something as simple as a hum - even if like me, you have some deep insecurities about singing.Caroline's...
2024-02-2244 min
The UpliftersAccepting life when it isn’t what we imagined: Lia De Feo’s story of infant losses, surrogacy, and motherhood"I hope that my story will provide hope and peace to those who are accepting a life that isn’t what they envisioned." Lia: I always wanted to be a mother. I always had a maternal instinct. I always wanted to raise a child. Aransas: What did you imagine the journey to motherhood would be?Lia: The journey to motherhood would begin with falling madly in love with a man who would be an amazing partner and father. And that would happen a lot sooner than it actually did. I understood that becoming pr...
2024-01-2537 min
The UpliftersThe Goal-Getters: How to set goals that actually get doneIt’s that time of year when we reassess what’s working, ask ourselves what we want more and less of, set intentions for the year ahead, and wonder if this year will actually be different than last, all while quietly hoping that this is the year that will be.Some of the things we do at this time of year can be really helpful. Many of them are counterproductive and defeating. After 20 years in the goal-getting industry, I feel a big responsibility this time of year to challenge the mental models that help us and those that...
2024-01-1843 min
The UpliftersThe Self-Healer: Overfunctioning, emotional transparency, and heart coherence with Rachel Everson FinkWhen Rachel Everson Fink was in her 20s healing from anorexia and an abusive relationship, she discovered the power to change her health through meditation, yoga, quality food, qi gong, and Intention Based Field Resonance Testing. Like so many Uplifters, Rachel Everson Fink loves to give and serve, and she feels things deeply. And like so many of us, she’s learned the hard way that without consistent boundaries, she can lose herself in caring for others.In this episode you’ll learn:The steps Rachel took to learn how to care for herselfHow she...
2024-01-1130 min
The UpliftersThe Healthcare Activist: How Dr. Helen Arteaga-Landaverde changed the world by fixing one blockHappy New Year, Uplifters!This big, beautiful, interconnected world of ours can sometimes feel irrevocably broken, and like the problems that most need solving are just too darn messy to tackle. If things are ever going to be better it will be because Uplifters started tiny fires of change that spread throughout communities and moved throughout the world. It’s why Dr. Helen Arteaga-Landaverde’s father told her as a little girl, “You can't fix the world, but you can fix this block.”Dr. Arteaga-Landaverde is the CEO of NYC Health + Hospitals/Elmhurst, one of the nati...
2024-01-0434 min
The UpliftersThe Passive Income Passionista: Tai Abrams teaches us how to fund our dreamsIn today’s episode of The Uplifters Podcast, you'll meet Tai Abrams, nominated by episode 25's Kymme Williams. Tai is the founder and CEO of Admission Squad Prep, a test prep company that helps talented students from underserved backgrounds in New York City place into the city's most competitive high schools. She's also the author of four books, including Who Am I? An A to Z Career Guide for Teens and Teach Me How to Invest Mommy, which supports early financial literacy. Tai has now turned her focus to helping Uplifters create passive income portfolios so t...
2023-12-2835 min
The Experience Strategy PodcastThe 2024 Experience Strategy Trend ReportThe 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 at trends; it’s a deep dive into the interconnected tapestry shaping the future of your strategy. In this episode, we dissect the value of time versus money, the paradoxical impact of technology on time scarcity, the evolution of smart homes, and the prevalent lone...
2023-12-0648 min
The Experience Strategy PodcastThe 2024 Experience Strategy Trend ReportThe 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 at trends; it’s a deep dive into the interconnected tapestry shaping the future of your strategy. In this episode, we dissect the value of time versus money, the paradoxical impact of technology on time scarcity, the evolution of smart homes, and the prevalent lone...
2023-12-0648 min
The UpliftersBreaking Barriers with the 1st Female NFL Ref, Shannon EastinEver wondered what it takes to break through barriers and pursue your dreams relentlessly? In our latest episode, we talk to Shannon Eastin, the first woman to officiate in the NFL, and the author of Lady Ref: Making Calls in a Man's World. Tune in to the full episode to gain valuable insights, practical lessons, and a dose of motivation to pursue your dreams despite the challenges. A few highlights from Shannon’s Story:Separating Emotions from the Game: As an official, Shannon discusses the necessity of separating emotions from the game, offering valuable in...
2023-11-2328 min
The UpliftersInterfaith Healing for Israel and Palestine“As part of my work with a group called Faith Commons, I facilitate inter-religious conversations. I was making a dual-narrative trip to Israel and Palestine. I left with my mom from Dallas, Texas on Friday, October 6th. We landed in Tel Aviv on Saturday, October 7th at about five o'clock local time. We were the last flight that was allowed in because war had already broken out. I didn't know any of this. I flipped on my phone to text my husband and say we were there. And that's when I found out and everything blew up from there.” Mara...
2023-10-2628 min
The UpliftersHow to be an Uplifter in Times of CrisisWelcome to Episode 30 of The Uplifters Podcast!This week we are releasing our episode a couple of days early in light of the tragic events unfolding between Israel and Hamas. Today I am joined by my friend, Sara Axelbaum who leads a global team responsible for keeping diversity, equity, and inclusion (DEI) at the center of her company by fostering a true sense of belonging for every employee. Sara was honored as one of the top women in media and ad tech as a DEI champion, and recognized by The Reagan Awards for Wellness and South by...
2023-10-1836 min
The UpliftersFrom Network TV to Skid Row: Eyvette Jones Johnson’s Journey to WholenessWelcome to the The Uplifters Podcast! In episode 27 of The Uplifters Podcast, you’ll meet the incredible Eyvette Jones Johnson. She's an award-winning empowerment educator, a game changer in LA's Skid Row, and a narrative intelligence expert. Discover how she went from network TV to transforming lives on Skid Row, and why self-care and daily practices are the keys to making a real impact in the world. Big thanks to the wonderful Alyse Hart for nominating Eyvette for The Uplifters. 🌟 In this episode, you'll learn: The importance of self-care and recognizing early warning signals. How...
2023-10-0235 min
The UpliftersAre you a Head, Heart, or Hand Listener?Imagine that each of us is wearing glasses with differently tinted lenses. The color of your lens represents your background, culture, and beliefs, and influences how you see and interpret the world. Through your green-tinted lens, it might feel almost impossible to imagine my fuchsia-tinted world. So it was when Kym Dakin, author of Head, Heart, and Hands Listening in Coach Practice was hired by The Environmental Protection Agency to help their field operators, who were focused on environmental impacts and data, communicate with farmers and landowners who saw the land through completely different lenses. W...
2023-09-0833 min
The UpliftersTake the leap. Show your scars.“I work really hard at not hiding my scars. I'm not gonna pretend I've got things all together. I've lived my life. I have my scars and they are part of whom I am. Jesus had scars.” Pastor Beth Carroll This Week on The Uplifters Less than 15% of lead pastors in America are women. Rev. Beth Carroll, Senior Pastor at Oakland City Church, is one of them. Pastor Beth has lived through mental illness, a divorce, and an unexpected pregnancy at 22, for which she was kicked out of the church, excluded, and shamed when she most...
2023-07-2845 min
The Experience Strategy PodcastThe 5 Big Questions Experience Strategists Need to Ask Right NowDo 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 biggest challenges facing customers and companies. We then connect solution-oriented teams in a year-long research and innovation journey to research and launch innovative, paradigm-shifting solutions that drive greater impact for companies and their customers. We divide teams into tr...
2023-06-2844 min
The Experience Strategy PodcastThe 5 Big Questions Experience Strategists Need to Ask Right NowDo 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 biggest challenges facing customers and companies. We then connect solution-oriented teams in a year-long research and innovation journey to research and launch innovative, paradigm-shifting solutions that drive greater impact for companies and their customers. We divide teams into tr...
2023-06-2844 min
The UpliftersThe Power of Gratitude: Cultivating Connection and Overcoming Obstacles with Gina HamadeyTHIS WEEK ON THE UPLIFTERS To fill some empty train travel time one cold morning in January, Gina Hamadey wrote out a few Thank You notes that had been lingering on her to-do list. When she was finished, she felt something different than the usual satisfaction of crossing a task off of her list. She felt a sense of lightness that carried into her day. So, she did it again the next day and the next. By January 31st, she’d written 31 notes and felt energized. She became curious about what would happen if she kept writing on...
2023-06-0243 min
The Experience Strategy PodcastRevisited - How Conjoint and Max Diff Can Help CX Leaders Make Better DecisionsExperience 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 question. Craig has been a data scientist and researcher at Qualtrics since 2007 where he has conducted thousands of conjoint analysis projects with Qualtrics. He is also the designer of Qualtrics' conjoint analysis DIY technology, the author of Exploring Conjoint Analysis and a prominent thought leader on i...
2023-05-2939 min
The UpliftersFrom Barely Surviving To Totally ThrivingSusannah Ludwig was born in the 1970s without an esophagus, a condition that almost no children survived at the time. But, by what some would call a miracle, her family had recently moved to Washington DC for her father’s residency in the one Children's Hospital in the nation where there were surgeons who knew how to handle her condition. There was no blueprint for her treatment, so every day that she survived was unprecedented. It would be understandable if surviving against these terrible odds made Susannah want to play small and stay safe. But, not Suz. She...
2023-05-1230 min
The UpliftersThe Uplifters Podcast: How to Live Your Dreams and Unlock Your PotentialIt’s not too late to live your dreams. The Uplifters will show you how. This podcast is dedicated to celebrating the Uplifters: the teachers, the coaches, the caregivers, and the servant leaders who can get so focused on helping everyone around them that they forget to nurture their dreams to go, see, and do big things. But, it’s not too late. In this podcast we share the tools and strategies Uplifters use to bolster themselves, sustain their Work, and go after their purpose. The Uplifters Podcast believes that w...
2023-03-3113 min
The UpliftersThe Uplifters Podcast TeaserIt’s not too late to live your dreams. The Uplifters will show you how. This podcast is dedicated to celebrating the Uplifters: the teachers, the coaches, the caregivers, and the servant leaders who can get so focused on helping everyone around them that they forget to nurture their dreams to go, see, and do big things. But, it’s not too late. In this podcast we share the tools and strategies Uplifters use to bolster themselves, sustain their Work, and go after their purpose. Th...
2023-03-1601 min
The Experience Strategy PodcastExperience at Scale: How to Maintain and Elevate Your CX as Your Company Grows With Traci DeForgeOn 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 services into audio formats that grow their brands. The industry is changing, though, and her clients' needs are evolving, so in this conversation, we help her identify powerful new ways to serve her clients, boost the value of...
2023-03-0846 min
The Experience Strategy PodcastExperience at Scale: How to Maintain and Elevate Your CX as Your Company Grows With Traci DeForgeOn 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 services into audio formats that grow their brands. The industry is changing, though, and her clients' needs are evolving, so in this conversation, we help her identify powerful new ways to serve her clients, boost the value of...
2023-03-0846 min
The Experience Strategy PodcastHow Conjoint and Max Diff Can Help CX Leaders Make Better Decisions With Craig LutzExperience 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 question. Craig has been a data scientist and researcher at Qualtrics since 2007 where he has conducted thousands of conjoint analysis projects with Qualtrics. He is also the designer of Qualtrics' conjoint analysis DIY technology, the author of Exploring Conjoint Analysis and a prominent thought leader on i...
2023-03-0239 min
The Experience Strategy PodcastWhy you need a strategic POV on your CXOn 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 success. KEY TAKEAWAYS One of the key elements of an experience strategy is a point of view statement. The POV statement describes the near future needs of your customers and how your company is g...
2023-02-2236 min
The Experience Strategy PodcastWhy you need a strategic POV on your CXOn 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 success. KEY TAKEAWAYS One of the key elements of an experience strategy is a point of view statement. The POV statement describes the near future needs of your customers and how your company is g...
2023-02-2236 min
The Experience Strategy PodcastModes Series, Episode 3: How High Performers Like Zibby Owens Switch ModesToday we are joined by Zibby Owens, an author, podcaster, publisher, CEO, and mother of four. Zibby recently published her memoir: Bookends: A Memoir of Love, Loss, and Literature and her first children’s book Princess Charming. As part of our ongoing Modes series, Zibby helps us understand what it’s like to be a multi-hyphenate jetting from one mode to another, and the tools, behaviors and mindsets that help her thrive. If you’re an experience strategist creating products for high performing multi-mode customers, listen now! IN THIS EPISODE: [3:20] Zibby provides a brief...
2022-07-2040 min
The Experience Strategy PodcastBig Brands and the Hero TrapHow can you turn your customer into a superhero? In today's episode, we are joined by Thomas Kolster, the Author of The Hero Trap and Goodvertising and one of the most recognized thinkers globally, where marketing, business, and sustainability meet. This week's episode covers experiences, why they are more sustainable than things, and how to make them truly transformational. Tune in to learn more about why you should be putting your customers in charge and turning them into superheroes instead of your brand. IN THIS EPISODE: [01:48] Thomas’s career background. [03:56] Why Thomas chooses sustainability to...
2022-06-0837 min
The Experience Strategy PodcastA Top Ten List for Hotels of TomorrowIn today’s episode, we are joined by Ron Swidler, Chief Innovation Officer at The Gettys Group Companies and creator of the Hotel of Tomorrow® Project, a think tank that unites teams of hospitality experts to ideate, prototype, and test innovations for the near and more distant future of the hotel industry. From technological innovations and new business models to unprecedented shifts in customer expectations, Ron shares the top 10 things hotels should be doing to prepare for the future. In This Episode: [01:59] Ron elaborates on the major shifts he has seen in custome...
2022-03-0242 min
The Experience Strategy PodcastRetail TransformationWhat 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. In This Episode: [02:00] What exactly is the Transformation Economy? [03:32] Where Transformations fit within the Experience Economy as described by B. Joseph Pine II and James H. Gilmore [04:36] Dave reflects on an article he co-wrote called The New You Business: How to Compete on P...
2022-01-0534 min
The Experience Strategy PodcastMeaningful Patient Experiences and Digital Health SolutionsPatients 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. In This Episode: [01:30] Introducing Jan and her role at Participatory Health Consulting. [09:34] The complexities of the he...
2021-11-1041 min
The Experience Strategy PodcastWhat the Heck is Experience Strategy Anyway?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. IN THIS EPISODE: [02:00] Dave explains what Business Strategy means. According to Michael Porter (a Harvard Business Guru), Business Strategy can be defined as a competitive position. [03:00] Dave defines Marketing Strategy by using Philip Kolter’s definition from Northwestern University. [7:00] Why it...
2021-09-0835 min
The Experience Strategy PodcastTime Well SpentIn 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. IN THIS EPISODE: [01:30] Why businesses should pay attention to the Experience Strategy principle of “time well spent”. [05...
2021-09-0128 min
The Experience Strategy PodcastUnlocking Customer Loyalty With Heidi BowmanGetting 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. IN THIS EPISODE: [02:30] How mortgage brokers differentiate themselves through their services and product offering. [06:00] Heidi says Silex sets itself apart from the competition by offering exclusive services to their clients. [12:00] Heidi describes the homebuying process for...
2021-08-1848 min
The Experience Strategy PodcastUnlocking Customer LoyaltyGetting 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. IN THIS EPISODE: [02:30] How mortgage brokers differentiate themselves through their services and product offering. [06:00] Heidi says Silex sets itself apart from the competition by offering exclusive services to their clients. [12:00] Heidi describes the homebuying process for...
2021-08-1848 min
The Experience Strategy PodcastThemes, Adventures, and Shopper Identities at Trader Joe'sSHOW 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 IN THIS EPISODE: [02:00] Halle shares what motivated her to create a platform for sharing positive and motivational vibes that could help he...
2021-08-1127 min
The Experience Strategy PodcastUnpacking The Experience Pioneers EpisodeYour 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: [01:22] Lou Carbone discusses how experiences can transform companies and their employees. [03:00] Dave unpacks Lou’s description of the experiences he had a...
2021-08-0437 min
The Experience Strategy PodcastUnpacking The Experience Pioneers EpisodeYour 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: [01:22] Lou Carbone discusses how experiences can transform companies and their employees. [03:00] Dave unpacks Lou’s description of the experiences he had a...
2021-08-0437 min
The Experience Strategy PodcastMeaningful Experiences at Milk Bar BrooklynWelcome 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...
2021-07-2840 min
The Experience Strategy PodcastMeaningful Experiences at Milk Bar BrooklynWelcome 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...
2021-07-2840 min
The Experience Strategy PodcastThe Power of Omni-Channel Experience Strategies with Liz GrausamWelcome 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: [03:00] After Liz left her job...
2021-06-3027 min
The Experience Strategy PodcastExperience PioneersIn 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: [03:12] Lou Carbone talks about his career background in advertising [08:55] Aransas speaks with Bernd about creating and selling consumers an experience, n...
2021-06-3056 min
The Experience Strategy PodcastA Spotlight on SpotifyWelcome 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...
2021-06-3032 min
The Experience Strategy PodcastExperience PioneersIn 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: [03:12] Lou Carbone talks about his career background in advertising [08:55] Aransas speaks with Bernd about creating and selling consumers an experience, n...
2021-06-3056 min
The Experience Strategy PodcastSpotlight on Spotify with Margaret CallcottWelcome 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...
2021-06-3032 min
The Experience Strategy PodcastGetting to know Dave and AransasWelcome 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 b...
2021-06-2620 min
The Experience Strategy PodcastGetting to know Dave and AransasWelcome 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 b...
2021-06-2620 min