The Experience Strategy Podcast

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...

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 e...

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 comb...

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, advocati...

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, an...

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 in...

In this episode of the Experience Strategy Podcast, hosts Aranza Savas, Joe Pine, and Dave Norton discuss a significant shift in 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 strateg...

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 n...

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 ex...

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 convers...

This is a free preview of a paid episode. To hear more, visit theexperiencestrategist.substack.com Summary 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 a...

This is a free preview of a paid episode. To hear more, visit theexperiencestrategist.substack.com In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Dave Norton, and Joe Pine discuss the evolution of the podcast, introduce new co-hosts, and explore the concept of experiential retail through the lens of Scheels , a successful retail store. You might have seen in The Washingto...

We just released an ebook that you and your company need to read. Here’s Aransas and me talking about what’s in the book. Be sure to get your copy. https://www.stonemantel.co/strategic-point-of-view-ebook This is a public episode. If you'd like to discuss this with other subscribers or get access to bonus episodes, visit theexperiencestrategist.substack.com/subscribe

For twenty years Stone Mantel has been the home of forward looking insights into experience strategy. As we pondered twenty years of insights, our crack team of experience strategists have honed in on four trends that will create value for your company. Listen to our most recent webinar about technology, engagement, transformations, and tools that will shape experiences of tomorrow. And don’t forg...

What You'll Learn Discover how AI is transforming healthcare experiences through: - The 8 "healthcare superpowers" consumers want most in 2024 - How AI agents can create "genius" healthcare experiences - Real-world applications in clinical support, diagnostics, and consumer health - Practical implementation strategies for healthcare organizations Featured Speakers - Tiffany Mura - Healthcare Strat...

In this episode, experience strategists Dave Norton and Aransas Savas speak with Blake Morgan, the “Queen of CX” and a leading futurist in customer experience, about her latest book and insights on the future of customer service. Blake explains why customer service levels are at historic lows despite post-COVID digital transformations and emphasizes the need for companies to remain customer-centri...

Friends, I hope you’ll enjoy this webinar about helping companies to think about and design for uncertainty. Experience strategists spend far too much time designing for the ideal and the permanent—when neither is real. In this webinar, my friend Brian Briskey and I will share two skills that all strategists should have: situational market analysis and scenario planning. You need these skills so y...

In this episode of the Experience Strategy Podcast, podcast hosts, Dave Norton and Aransas Savas explore the rapidly evolving landscape of enterprise community building with Rich Millington , founder of FeverBee and a leading expert in community strategy. With nearly two decades of experience helping organizations build thriving communities for members, customers, and employees, Richard brings a w...

In this episode of the Experience Strategy Podcast , Sarah Dusek , an entrepreneur, venture capitalist and author, takes listeners on a journey through her remarkable career in experience-driven business. From founding the pioneering glamping company Under Canvas to her current venture in global regenerative travel, Sarah demonstrates how aligning personal passion with customer needs can create in...

Remember this mind-blowing episode with branding wiz Catherine McDowall, co-founder of the branding agency clarkmcdowall ? It's back by popular demand, and trust us, it's even more relevant than before! Tune into this episode for game-changing insights: * The secret sauce of brand strategy (it's not what you think) * Why experience strategy is your hidden superpower * How to make these strategies...

In this episode, Experience Strategy Podcast hosts Aransas Savas and Dave Norton sit down with Brian Anderson, Director of National Outings at the legendary Sierra Club . With over 130 years of advocating for people, places, and the planet, Sierra Club has mastered the art of crafting transformational travel experiences that drive personal growth and global impact. Packed with insights on experien...

In the latest episode of The Experience Strategy Podcast, we’re dismantling traditional market segmentation and rebuilding it with the revolutionary concept of situational markets. Dave Norton, our experience futurist, gives us a sneak peak into his upcoming book that’s set to redefine how we create value. Joined by industry veteran John Gusiff, we discuss the power of jobs-to-be-done research, th...

In this episode of The Experience Strategy Podcast, hosts Dave Norton and Aransas Savas sit down with AR/VR trailblazers Spencer Cook from Continuum, and Bryan Searing of Stone Mantel to explore the transformative power of Augmented Reality and Virtual Reality in crafting captivating customer experiences. Fresh off the Experience Strategy Collaboratives program, where cutting-edge AR/VP concepts w...

In this episode of the Experience Strategy Podcast, we are joined by special guest Steve Usher , founder and host of The Experience Designers Podcast . We go deep into the core principles that drive success in experience strategy across both customer and employee offers. We challenge the status quo, pushing beyond played-out persona-based segmentation to explore the untapped potential of situation...

In this episode, we jam with Neely Adkins and Kailey Savona from the RecogNATION Podcast . As fellow experience nerds focused on the employee side, we discuss the importance of celebrating milestones and micro-moments in the employee journey, emphasizing how vital it is to make every employee feel valued, connected, and heard. The key takeaway? In a world of increasing AI and automation, empathy a...