The Combustion Chronicles

A consumer’s first exposure to the brand is always important. With every new generation that comes up, brands should never assume that these people already know what you’re offering to them. How do you create that first touch in trying to bring a customer into the fold? How do the three pillars of content, messaging and value work together to build the right experience? What is an “experience tool...

One of the many important things that businesses need to learn is to have the right discipline in knowing your signature identity as a brand. Are you the disruptor, or are you being disrupted? If your answer is neither, that is going to be a big problem. How do you build an experience-based brand? How do you make your employees and leaders more productive? And most importantly, how do you weave pu...

If you went to two different coffee shops that both had the same quality of coffee for the same price, which would you choose over the other? And more importantly – why?  It all comes down to the customer experience – and being able to answer “why” is the key to any company’s CX. Join Shawn Nason and Gene Lee to discover how employee trust, culture and buy-in impact CX, why good CX is more human-o...

In every industry, there’s always more than one type of person, customer or title that helps shape the Experience Ecosystem™. In healthcare, it’s been known as “the patient experience” – but now, as leaders begin to look at the way providers, employees, patients and their families all  impact a hospital’s ecosystem, the human experience has become more apt.  Why is focusing on the human experience...

A company’s Experience Ecosystem™ can be a vast and complex thing. But where exactly does the employee experience fit in, how does it impact the overall environment – and what can leaders do to shape an employee experience that works in tandem with the rest of the ecosystem?  Join Shawn Nason and Mark Rickmeier to explore how remote work has altered the employee experience, why experiences are mor...

Can you afford to put heart into business? In 2022, maybe a better question is – can you afford not to? Over our Experience Ecosystem miniseries, we’ve talked a lot about the practical elements of experience – implementing a new system, bridging gaps between the old one, helping your org understand the value of experience, and more. But when humans are the heart of your business, your business nee...

One ultra-successful CEO once said, “If experience is not part of your strategy or your top three priorities in your organization, you're missing the mark.” But what does experience as strategy look like – and how do you build a functional framework around an experience strategy? Today’s episode focuses on the ins and outs of building an experience strategy – what you should look for in the short...

There’s an undeniable disconnect – both for consumers and experience leaders – between what people want and what companies are able to deliver. That’s because experience has become a battleground – and your biggest competitor is no longer just another name in your industry, but the brand your customers have experienced most recently.  Join Shawn Nason and Zack Hamiltion to explore how leaders can...

What’s the difference between a traditional experience management and experience systems, how do you bridge the gap between the two – and why is today the day to get started? (Hint: The former CEOs of belly-up companies like Blockbuster or Sears could probably tell you the answer.)  Continuing last episode’s conversation on all things Experience Ecosystem™, Shawn Nason and Zack Hamilton keep the d...

What does an Experience Ecosystem™ look like in action? What kind of framework do they require, and where in the process do organizations commonly trip up?  The experience ecosystem miniseries continues! In today’s episode, host Shawn Nason leads the conversation deeper into the more practical points of Experience Ecosystems. We’ll explore how VOC (voice of customer) should shape your Experience E...

When you think of Disney, chances are you no longer only think of your favorite characters or theme park rides.  You remember feelings – your experiences in the parks, the fun you had at their all-inclusive, immersive resorts.  That’s called an experience ecosystem, and it’s the reason Disney continues to see remarkable profits year after year, regardless of the economic climate. An experience eco...

Lots of people love reading trend reports; much fewer have a clue of what to do with what they’re reading. That’s where this week’s guest comes in. Author, speaker, and futurist Daniel Burrus has built a worldwide reputation for his spot-on predictions about technology-driven change and its impact on the business world. In fact, he’s named in hundreds of patents by people who got their ideas from...

Join us this week as host Shawn Nason sits down with Ahmad Imam, an entrepreneur whose journey has taken him from pizza-shop dishwasher to being recognized as one of the top influencers to follow in 2021. As a presenter, host, edutainer, and highly regarded social media personality with over a million engaged followers, Ahmad speaks a message of empowerment and leads by example in his challenge to...

Maybe you’ve thought of yourself as a go-getter, but have you ever aspired to be a "go-giver"? Meet this week’s guest, author, consultant, and business leader Bob Burg, who is on a mission to show people that the amount of money one makes is directly proportional to how many people they serve. For over 30 years, Bob has been successfully showing entrepreneurs, leaders, and sales professionals how...

This week’s guest has been a disruptor since way before disruption was cool. Join in the conversation as host Shawn Nason talks all things disruption with author, podcaster, speaker, and consultant Charlene Li, founder of Altimeter, a disruptive analyst firm acquired in 2015 by Prophet. In her mission to help leaders and organizations thrive with disruption, Charlene shifts people’s mindsets and b...

On this episode, host Shawn Nason sits down with Michael Schultz, founder of Infuse Hospitality, a one-stop solution for specialty food and beverage experiences, which operates more than 29 million square feet across North America. Obsessed with creating human-obsessed experiences, Schultz also founded Chicago-based Fairgrounds Craft Coffee & Tea, a first-of-a-kind cafe that offers a variety of cr...

What do s’mores and Taylor Swift have to do with standing out as a maverick? Join this week’s episode to find out as Shawn Nason talks with Billy Samoa Saleebey, CEO and co-founder of Podify, a podcast agency that provides production and promotion services to companies and individuals who want to create podcasts. Centered on human-obsessed business interactions, the two cover authentic conversatio...

If LinkedIn ever names a chief inspiration officer, this week’s guest, Rachel Beck, would be perfect for the job. With more than a quarter of a million followers, she fills her feed with words of encouragement that bring hope to her followers. As an international award-winning photographer and author, she seeks to inspire as many people as possible before she leaves the planet. Join in this week’s...

What do liver and onions have to do with changing the world? According to this week’s guest, there’s a stronger connection than you might think. In this episode, host Shawn Nason talks with Cory Warfield (A.K.A. the “LinkedIn Growth Guy”) about wowing your customer, putting yourself out there, listening more than you talk, and developing work-life harmony. Driven by big problems that needed to be...

To kick off the sixth season of The Combustion Chronicles podcast, host Shawn Nason sits down with B2B influencer AJ James to dig into the never-dull world of business influencers. Join the conversation as James, chief growth officer and CEO of InfluencerActive and group CEO for innovation and growth at Trinity Consulting Services, discusses innovation and transformation through the lens of connec...

In the world of business, it's all too easy to put profits over people and turn relationships into meaningless transactions. How might we flip the script and focus on humanizing business interactions by creating experiences that create significant revenue? Join host Shawn Nason as he examines the business case of creating people-first Experience Ecosystems with a panel of experts. Guests include D...

What does putting on an amazing heavy metal show have to do with customer experience? According to this week's guest, pretty much everything. In this edgy episode, Shawn Nason sits down with award-winning author and speaker James Dodkins to get real about the power of relationships, designing for customer success, and acknowledging the role that fear plays in CX work. Learn more about your ad choi...

How might we prepare for the new experience frontiers that will be here before we know it? On this episode, host Shawn Nason talks with three industry experts who dig into the role that digital technology plays in transforming our experience horizons. Guests include Jon Radoff, CEO of Beamable; Dr. Swati Mehta, director of quality and performance at Vituity; and Dov Hirsch, founder of ContinuumXR....

From humanizing the patient experience to engaging as many industry disruptions as possible, this week's guest is no stranger to challenging the healthcare industry to think differently. Join host Shawn Nason and healthcare experience expert Beth Bierbower as they discuss how healthcare leaders can rethink their Experience Ecosystems by paying attention to what eighteen-year-olds are doing in thei...

Nate Brown's conviction and energy for customer experience knows no bounds. As a CX executive and co-founder of the CX Accelerator, he relentlessly unleashes his expertise, boldness, and creativity on the challenges that prevent organizations from creating experiences that make people's lives better. Join us this week as host Shawn Nason sits down with Nate to wake up CX professionals, harness the...