Podcasts about experience design

Dans cet épisode de Head of Design, Paul Menant reçoit Aude Jacquemin, Global Customer Experience Manager chez Lyreco. Ensemble, ils reviennent sur 20 ans d'expérience entre conseil, design et stratégie, pour comprendre comment structurer une approche customer experience à l'échelle internationale.

Patrick Rushbrook is a self-described “middle aged white guy in Kentucky with a beautiful wife and two teenage daughters, who writes silly stories to entertain himself instead of doing more productive things with his spare time.” Patrick had always been interested in writing but isn't exactly a self-starter, so he didn't take up the craft until age 39, after finding Reddit's nosleep page. Growing jealous of some of the wildly successful, yet terribly written stories there and craving reddit upvotes to satisfy his fragile ego, he ventured into the game where one of his early stories was the first iteration of the Exterminator character. In 2024, Patrick achieved the title of “professional writer” by earning an incredible $400.In addition to his literary endeavors, Patrick is also a professional drummer and an un-professional guitarist, where he's earned a grand total of $75 and a t-shirt that was three sizes too big. You can find Patrick on Instagram at patrickrushbrookwritesBut the best place is at his Author Subreddit - r/ hgtv_neighbor …Patrick and I worked together to vet an audio performer for this series and landed on the voice you will hear today reading the work – Austin.Austin C. Baker is a storyteller and experience designer from Plymouth, Indiana, with a lifelong passion for narrative and creativity. From writing comic books and filming backyard skits as a kid to designing immersive events and ghostwriting fiction, Austin has always sought out meaningful ways to connect with audiences.He holds degrees in Experience Design, History, and Strategic Leadership & Design from the University of Indianapolis, where he also spent several years teaching. Alongside his design and writing work, Austin is an actor and voice actor, bringing characters to life across screen and audio.Today, he runs BDP XD (https://www.bdpxd.com/ ), his own experience design studio, while also continuing to write and teach professionally. Hosted on Acast. See acast.com/privacy for more information.

Recently when talking to my freshman class about time management strategies, part of me started to feel sorry for them knowing that the challenge of time management only gets harder and not easier. I'm sure it feels overwhelming to have so many classes, social activities, for some sports obligations, joining clubs, and even hopefully sleep. There is a lot to balance, and achieving that balance seems like a never-ending struggle.And of course that only gets worse. Add in children, household chores, more demanding jobs, maintaining relationships, bills, exercise, and any number of other commitments, having that balance can feel pretty impossible. I'm always trying to balance the things that I am supposed to do, the things that I want to do, and the things that I have avoided doing but still think about. I know I'm not alone in this struggle, as most people feel that their lives are out of balance, or at least the kind of balance that they would like to have. Leadership also requires a lot of balance not only for yourself, but for those for whom you are responsible. Leaders are supposed to be decisive and show direction. At the same time, modern leadership also requires giving people agency and autonomy, leaving room for others to help decide how the group moves forward. There is the balancing of stakeholder perspectives in an ever-widening circle that goes beyond customers and employees to communities and even society. If an agency is involved, then there is the issue of balancing the desires of clients with your own insights and expertise. My guest today on Experience by Design knows quite a bit about these balancing acts. Livia Bernardini has spent her life trying to balance different cultures. Born and raised in Italy, then moving to Paris, Australia, Hong Kong, Tokyo, and now England. Her own personal challenges led to find balance through artistic endeavors such as painting, drawing, and sewing. Today she is the CEO of the agency Future Platforms, an agency that helps clients transform their businesses through digital products and experiences. Their clients include Domino's, Liv Golf, Ralph Lauren, the Premier League, PSG, and many others. We talk about the balancing act that she experiences as a CEO, speaker, moderator, and author. She describes her philosophy of “pragmatic progress” to evaluate her success in balancing. In her work, Liv discusses balancing the potential of emergent technology like AI with its inherent limitations as well. LIv's degree in Communication and Media Studies as well as Marketing gives her a deep insight into culture today, especially how the digital environment of social media is shaping our perceptions of the world. While much can be accomplished through the digital tools we have available to us, not all of it is good. As a result, we have to prioritize people, then planet, and finally profit.Finally, we explore the balancing of client requests with the insights that your team might have. Ultimately, to achieve balance in experience design, we need to look at the entire experience ecosystem, including the contexts and stakeholders that are present in it. When doing so, we need to think in terms of ethical and sustainable solutions that create better outcomes for those involved in that ecosystem. Livia Bernardini LinkedIn: https://www.linkedin.com/in/livia-bernardini/Future Platforms: https://www.futureplatforms.com/

We've well and truly kicked off season 7 in style as we welcome our first guest onto the show - IAAPA Board Chairman, Massimiliano Freddi. In this episode, Paul sits down with Massimiliano Freddi, the first Italian to ever hold the role of IAAPA Chairman in the association's 107-year history. From his early dream of running a theme park to founding Wonderwood and shaping Italy's unique attractions landscape, Massi shares how passion, storytelling, and a people-first mindset continue to drive his vision for the industry. Skip The Queue is back for Season 7 and we're announcing some big changes! Get ready for new hosts, a fresh new look, weekly content and find out where you can catch us live at events to be part of the action.Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn, or Bluesky for your chance to win the books that have been mentioned in this podcast.Competition ends on 24th September 2025. The winner will be contacted via LinkedIn or Bluesky. Show references:  https://iaapa.org/https://www.linkedin.com/in/freddi/Massimiliano Freddi  a leading figure in the amusement and entertainment industry, has been appointed president of the steering committee of IAAPA (International Association of Amusement Parks and Attractions, the leading international association for attractions and theme parks) for 2025. This is the first time since the foundation of the World Association of Attractions (1918) that this position has been entrusted to an Italian.The appointment underscores his extensive experience and significant contribution to the global industry. Freddi brings a wealth of experience gained at some of the industry's most prominent companies. His career began in marketing and press office for the Italian market at Disneyland Paris. He subsequently joined Leolandia.A visionary entrepreneur, in 2018, Massimiliano Freddi founded Wonderwood, an adventure and amusement park for all ages, of which he is currently CEO, in his hometown of Trarego Viggiona, in the Verbano-Cusio-Ossola region on Lake Maggiore. This growing business has redeveloped several local facilities and provided employment to several young residents of the small towns in the area. His passion for the sector also extends to academia. Since 2016, he has been a member of the coaching staff of Seth Godin's Altmba and is a professor of marketing and experience design at IULM University in Milan. At the same university, where Italy's first course in theme park and attraction management was introduced, he teaches subjects such as consumer experience, marketing, and soft skills as an adjunct professor. Freddi was also one of the original founders of Parksmania, the first newspaper dedicated to amusement parks.Freddi will continue to bring his innovative vision and deep industry knowledge to the global association, helping shape the future of attractions internationally. Regarding Italy, he commented that he sees great potential and wants to help realise it. Transcriptions:  Paul Marden: Welcome to Skip the Queue, the podcast about the world's best visitor attractions and the people that work in them. I'm Paul Marden, along with my co-hosts Andy Povey and Sinead Kimberley, I spend my days working with ambitious attractions like theme parks, museums, galleries, and science centres to help them to attract more guests. Paul Marden: Today on Skip the Queue, I'm joined by someone who has been shaping the attractions industry in truly remarkable ways. Massimiliano Freddi is the first Italian ever to hold the role of chairman in IAAPA's 107-year history. A milestone that not only celebrates his career, but also shines a light on Italy's growing influence in the global attractions landscape. Massimiliano has worn many hats across his journey, from fulfilling his childhood dream of becoming a Theme Park Managing Director at just 28, where he grew guest numbers from 300,000 to over 800,000, to founding his own destinations like Wonderwood on Lake Maggiore and Wonderwood Spina Verde, overlooking Lake Como. Along the way, he's pioneered inclusive and eco-conscious practices, championing the power of storytelling and shown how attractions can thrive by creating meaningful experiences for every guest.Paul Marden: Beyond his leadership roles, Massimiliano is also a Professor of Marketing and Experience Design at IULM University in Milan, where he's passionate about nurturing the next generation of talent in our sector. Often described as both a dreamer and a doer, he brings together vision and practicality in a way that continues to inspire operators around the world.Paul Marden: Massimilliano, welcome to the show. It really is a pleasure to have you with us. We always start Skip the Queue and the kickoff of season seven, no less, is going to be no different. We always start with an icebreaker question. And I'm thinking back to, we're just back off of our summer holidays, aren't we? For your perfect holiday, would it start with planes, trains or driving.Massimiliano Freddi: Oh, that's a beautiful question. By the way, congratulations because you've pronounced Massimiliano in a very correct way. So that's unusual. I have a complicated name. I know, I know.Massimiliano Freddi: Hey, I would say train. Train is really, really part of the way that I love to travel with. And unfortunately, too often it happens by car, which I like a little bit less. I get dizzy, you know, and stuff. Train is my ultimate, ultimate way to travel.Paul Marden: I did a sleeper train to Scotland a couple of years ago, and it was amazing. I absolutely loved it. And what's brilliant is there's more of those sleeper trains hitting Europe, aren't there now? So there really is very few excuses for us not to be holidaying with the start with some elegant sleeper train. My only disappointment was that there was no murder on the train, so I couldn't have an Agatha Christie style novel themed around my train  journey, but uh, you know.Massimiliano Freddi: I mean, I mean, it could have been the Hogwarts Express, but apparently, it doesn't run every day, so.Paul Marden: That would be pretty cool as well. I've just come back from Edinburgh, actually, and we saw, you know, the viaduct where the train goes to Hogwarts, and completely unplanned, there was a steam train that went over the bridge whilst we were there. It was amazing.Massimiliano Freddi: Happy go lucky.Paul Marden: Yeah. So enough of my holidays. Let's kick off talking about you and IAAPA. What can international markets learn from attractions in Italy? Tell us a little bit about the attractions landscape over there in Italy at the moment.Massimiliano Freddi: Yes. So let's say that the attraction landscape is very similar, somehow, to how the restaurants or the retail landscape has always been, which means a lot of mom and pop stores. And I think that what people who travel to Italy love is to find something that is one of a kind that you can find only in Italy. I have a deep respect for Starbucks, but I'm always... questioning myself, you know, when somebody comes to Italy, do they really want to find Starbucks? Is this a real thing? So when it comes to parks and attractions, Italy has not faced a big concentration in players like it has happened in other countries. Of course, some big players are there. Parques Reunidos owns Mirabilandia, which is the second most important Italian park. And the most important Italian park is Gardaland, owned by Merlin Entertainment. Then we have a few other groups. Owning and operating some of the facilities, but let's say that, out of 250 parks between—or, you said, attractions— that's very correct now, if we talk about attractions, now the number is endless, because where is the border?Paul Marden: What is an attraction? Yeah, that's a big philosophical question.Massimiliano Freddi: Okay, okay, so let's say that, once upon a time, we used to count parks. So when we talk about parks, we have roughly 250 parks in Italy, and most of them are tiny, tiny, tiny, and they are independently owned. That's my case. I own and operate two parks right now, and I'm about to open, a third location that will be an indoor one this November. And so, yes, I think that what what others can learn from Italy i think is to keep this respect for your roots and to make sure that you don't make every attraction look like another one, but you kind of keep it, you know, different.Massimiliano Freddi: And so it's a matter of the mix of how people can have fun and get entertained. But it's really also about retail and about food and about shows and festivals and you name it, you know. So there are these places that we see on Instagram and immediately we say, oh, that's, I mean, when I see a picture of the Empire State Building or of the Tower Bridge. I know immediately where it belongs to. And so I think that, with attractions, we need to think in the future always about this. Guests coming to visit us, they want to have the ultimate experience and they want to have something that's different from anything they've done before. So this is the responsibility we have.Paul Marden: And a big one it is. Let's talk a little bit about the experience economy. And especially when we think about, you know, beyond the parks, there's this... massive ecosystem around the outside of different ways that people can enjoy themselves. What does that experience economy mean to you, especially in Italy?Massimiliano Freddi: The experience economy, first of all, it truly matters to me, the book. Because in 1999, it was once upon a time, it was really difficult to find literature and scientific literature on the leisure industry. And so I think that at that time, we thought that everybody could take inspiration from the attractions industry. And it has happened because right now. Yes, definitely. You know, food is experience and travel is experience and lodging is experience. You name it, you name it. You know, even there is also a funeral house in Italy, which has become very famous because they are really based on the experience they will give, you know, not to the people who passed away, unfortunately, you know, but the people remain. So I think that it's very hard now to find an industry that doesn't think, that we are in the experience economy and that everything should be experienced and experiential. And so I think that when I go back to my example, I think that we as attractions, we need to be even more wise in how we choose to present ourselves and what we cater to our guests.Massimiliano Freddi: Because of course, we need to raise the bar. So right now, we know that some access... And some services to our attractions have become better with technology. But still, we are, you know, long lines sometimes. And we feel we are paying too much for what we are getting back.Massimiliano Freddi: I would say that in the end, experience economy starts with people and ends with people. And so we need to be people-centric. And only like this, we can be truly experiential. I don't think that an experience is about technology.  It's always, always about people.Paul Marden: Absolutely. I wonder as well, I'm always struck by this industry, how close we are, how we collaborate with one another. And really, the competition aren't the other parks or attractions. The competition is getting people out and doing something. There are so many things at home that could keep you at home, getting you out and about and visiting places and enjoying those experiences. I wonder whether collaboration is the answer to this.Massimiliano Freddi: I think you nailed it because it's crucial. Everybody who has not been working for this industry, when they enter the industry, because they might change jobs, everybody is so surprised that we collaborate so heavily. And I think that a key to this success has always been this big collaboration. I have almost always in my career been part of smaller facilities. And to me, IAAPA and the associations were, it's been crucial, you know, because you are alone. Very, very often your facility is in the middle of nowhere. No matter if you're part of a big group, because even big groups have facilities in the middle of nowhere, but for family-owned and operated attractions, that's almost the golden rule.Massimiliano Freddi: And so there are so many days in your life, in your career, in your profession, where you would benefit strongly from talking to somebody else who's been through something like you before and who's found a different solution and who can open up your eyes. So I think that's the beauty of our industries is getting together. Again, if we don't get together, how can we make people get together?Paul Marden: Yeah, I'm very excited about getting together because I've got my first IAAPA in Barcelona coming up. And I'm very excited about what this is going to be like.Massimiliano Freddi: Oh, you will be blown away.Paul Marden:  I can't wait. I absolutely can't wait. Now, look. Someone has once described you as a dreamer and a doer. One of your dreams was to be managing director of a theme park. Where did that inspiration come from?Massimiliano Freddi: So it comes from a terrible childhood. And so it comes from the fact that, yeah, the world around me when I was a kid was not a positive world. And my family had a lot of troubles. And I'm an orphan from the side of my mother. I mean, I went through several things. And so I think that the attractions industry, to me, it really meant this place that's always happy and where grownups can really take great care of kids and kids at heart.Massimiliano Freddi: So I think that my passion came out of that. Now, dreaming and doing, of course, we all have as a big myth and as a reference, Walt Disney himself, and he was the guy who first said, 'Dreamers and doers' talking about, what enterprises, so his imagineers. I think that whenever I see something, I want to say something. Everybody who knows me knows pretty well. But it means that I love to see the world in a constant improvement. So, if I check in at a hotel and I see that there is something in there that, you know, it even doesn't impact me. But with a small step, they could make it better and fix it. I just share it and I share it, you know, wherever I am. And so I think that maybe this was a bit of my secret weapon because I got involved in several things. I think because I'm curious and maybe because I'm generous in sharing.Massimiliano Freddi: And I don't know if there is a secret there. There is just that in the moment in which you accept yourself the way you are and you acknowledge that you have some talents, and you don't have some others, and some skills you can get better, some others no way—okay. I could never never be an attorney, I could never do a lot of jobs on the planet, but now I know, at the age of 44, that I know what I'm good at, and even if I'm good at that, I want to constantly improve. So I think that maybe the support that I could bring to the table to the companies I've worked for, to the associations, to my own business, and so on, it's always been this obsession with constant improvement every day.Paul Marden: I think it takes a certain vulnerability, doesn't it? To spot something that you think can be improved and to offer a suggestion. And I think it's so valuable. I was at an attraction recently and I got the email at the end of the day, saying, 'How was it?' Please leave us a review. I went to click it and it didn't work. I knew the head of marketing, so I just pinged him off a quick email that just said, 'Oh, I had such a brilliant time but I couldn't leave you a review. I wanted to give you a brilliant review, but I couldn't do it because it didn't work. And that led them to go and look at all of their outbound emails, and none of them were working properly. But you know, you could walk by and just leave that alone. But I can't do it. However, it is sometimes does make you feel really awkward, couldn't you? But when I get great services in a restaurant, when somebody looks after me while at an attraction, I want to tell them how good it was, and if I can see something they can do better, I want to tell them what they could do.Massimiliano Freddi:  Totally, totally. And I'm so much on the same page. I was about to say that it's equally important to call people out when they're doing well.Paul Marden: Yeah.Massimiliano Freddi: So to make sure that they are aware. And sometimes, you know, to say there was one day where I travelled during a bank holiday, and I arrived at the entire bank holiday, and I arrived to the airport, and I decided I wanted to thank each and every employee that I would meet because they were there that day. I mean. We got used that Sundays are no longer Sundays, but the bank holidays, these are the moments in which you spend time with your family and with your kids and so on. And if you're there and you're working, I mean, it's good that somebody sees you and tells you, 'Hey, thank you because you're working even today, you know?' And you can tell how everybody gets surprised. So I think that we learn so much more by positive reinforcement.Massimiliano Freddi: And so how important it is also to tell attractions, facilities, managers, CEOs. I mean, CEOs, they are so used to just getting... I can't use swear words. Yes, you can. Under those kind of storms, you know, all the time, all the time. And so when a CEO does something good, come on, let's tell her.Paul Marden: Yeah, it's a really lonely job. And all you get is... is the spankings and the tellings off. Isn't it? So when they get it right, they definitely need a pat on the back because they're not going to get it. They're not going to get it. So I can't believe this. At the age of 28, you made your dream come true and you were managing director of a theme park in Italy for Minitalia, which became Leolandia, in this role you took guest numbers from 300, 000 guests a year to over 800,000.Paul Marden: Tell us that story. How do you so dramatically increase footfall at the attraction?Massimiliano Freddi: I don't think it was me. I think it was a great teamwork because it's a great teamwork, you know, and you can grow this much. If your operation is working very well, if your safety is right on spot, if the park is clean, you know, and so on. I can tell you one thing that when we were at the basic level, so at the very beginning, of course, we couldn't afford to buy big attractions or too heavily themed. And we needed really, I remember that the first Halloween, we had a 10K budget, 10,000 euro budget for a whole month of Halloween. Okay, so we would go to the do-it-yourself stores and buy brooms and build everything. I mean, that was a magical moment because it created the capability of the team to envision that, if you want, you can do with the things you have. And of course, with a huge budget, you can do fantastic things.Massimiliano Freddi: But sometimes, you know, this helps. So in that moment... TripAdvisor was a true success still. We're talking about 20 years ago. So TripAdvisor was kind of the reference. That's even before Google Maps and all that. So I remember that I did an analysis and I understood that every restaurant or park who had over 4. 5 out of 5 was growing. And having 4 out of 5 was not enough. Now we call it NPS, we call it a different way. But there, in this practical way, so I remember this moment with my team saying, 'Hey, we need to be obsessed with getting five stars.' And this is the point. So what can we do? First of all, we can have the cleanest toilets on earth. Let's make sure that the smell is good, they are super clean, and so on. Because people, that's a level of service. Of course, this is not a driver of visit, but this is a driver of satisfaction. And in the same way, let's start to work with better suppliers when it comes to food and beverage.Massimiliano Freddi: Let's start to make things more comfortable. So I think that this was the first thing. The second aspect, again, it's very much linked to IAAPA because I think that attending the show every year and knowing the people. At that time, Jakob Wahl, he used to be one of the employees of IAAPA in Brussels. I don't think he was a manager at the time yet. He was in charge of keeping relationships with members. So I reached out to him. We are the same age. I reached out to him and I said, 'Hey, I would love to visit a few facilities in other countries because I need to get fresh ideas.' It was a very delicate moment. We came out of two bad seasons due to bad weather. Because then you know, you don't go from here to here as a straight line, but always as this roller coaster. And in a moment you think, 'Oh, I made it.' There's a dip.Paul Marden: Yeah.Massimiliano Freddi: You can never sleep. And so he put me in contact with several facilities. I visited some in Belgium, in the Netherlands, and in the UK. And in the UK, I visited this, at that time, small park still called Paulton's Park. You might know that. I remember it was a weekday with bad weather and the parking lot was packed. And I was like, 'How comes?' Kids are not at school today. What is the point? I enter the park. The park is, yeah, not so crowded. So I really suspect that they are, you know, keeping the people all shut down together in a place. I don't know. I don't know what the point was. And then I enter the Peppa Pig's World.Massimiliano Freddi: And it blows my mind. And again, what blows my mind is that it didn't have any huge attraction. But it had that feeling. And people were just so happy. It was magic. Little kids there with their families, a lot of strollers all over the place, traffic jams due to strollers. And so I came back and I said, 'Hey, we need to get Peppa Pig.' And I remember that the team was like, 'It can't happen.' It has happened. In the end, we were the second park in the world after Paulton's Park to get Peppa. And that reshaped the entire strategy of the park we had at that time, turning it into what we wanted to achieve, is to become the best park for the kids under the age of 10 in Southern Europe. And best means really the best, rated from the bottom of the heart. And so this is what has happened. So I think that, you know, before Leolandia, I had worked for Disneyland Paris and I'm a big Disney fan. So that was kind of the school I had attended and I just had to apply. The theory that I've learned, I had to apply it, and I had a fantastic team and the resources to do that.Paul Marden: Amazing. Now, fast forward to 2018, and you've taken the step from MD to founder and founded Wonderwood on Lake Maggiore. Now, let's test my Italian. You've also founded Wonderwood Spina Verde. Massimiliano Freddi: I'm speechless. I can't correct anything.Paul Marden: Wonderful. Overlooking Lake Como, both of which, by the way, were... So I've been to Maggiore and Lake Como for my honeymoon. So a beautiful, beautiful place. And you've put two parks there. How has that been?Massimiliano Freddi:  It has been crazy. So I remember that the first year, and I mean, we created the company at the end of 2018. We've opened our gates in the summer of 2019. Now, if we all remember what has happened at the beginning of 2020.Paul Marden: Yeah.Massimiliano Freddi: Okay, so perfect timing. Now, I can tell you that the first season, every day, I would literally cry, but for real.Massimilliano Freddi: I was exhausted. My husband was exhausted. We thought that this was a nightmare, the worst possible nightmare. And if somebody had knocked on my door and asked me, 'Hey, could I just take it over?' I don't give you a penny. I will just take home the loans. I would have said yes. And that's because, of course, every project is over budget. Of course. No matter. No matter.Massimiliano Freddi: And when it's a family company and you don't have the money because you've contracted several loans and so on, it makes it super, super difficult. So in that moment, my call for action was because the possibility of Lake Maggiore was in the town where I spent every summer as a kid. So it was a love story. And I wanted to give back to the community. I wanted to do something in the nature that would inspire kids to hike more. To become more active and just not only to stay in front of a screen, but to do something different. So that came out of this kind of dream. And so it was a nightmare. It was a nightmare at the very beginning. Then COVID hit and we were very lucky, of course, because we didn't lose anyone from our families and friends. So I am very thankful for that. And at the same time, it gave us the possibility to stop for a second, rewind, and refine our strategy.Massimiliano Freddi: Because we had just closed the park in, I mean, the week before Christmas, and we were supposed to reopen in less than three months, but we were exhausted. So I'm telling this story because usually it's so nice to tell that the triumphs, you know, and say, 'Hey, it's been fantastic.' Yeah, we nailed it. We had, no, we made 200 mistakes.Massimiliano Freddi: And we paid for all the mistakes. So I think that in that moment, yeah, we were struggling at the beginning. We were reflecting in the middle part. And then three years ago, two to three years ago, I woke up one morning and I understood that I really loved what I was doing. And it had changed. It had changed. And seeing so many families happy and so many people visiting and seeing... How many young professionals or students started to work with us and then you see them leaping? I think that this is the most beautiful thing on earth. It's very empowering. So right now I'm in this situation where I am so grateful for this entire six years, even if they started in a way that was very, very heavy. But, you know, the Latins used to say 'per aspera ad astra.' It means... 'towards the stars through the asperities.' And so we need to go through that thing, that tunnel.Paul Marden: Absolutely. Now, as if founding your own parks wasn't enough, you also mix your time as a professor at the university. I can hear from what you were talking about, about bringing the young professionals into the park, that there's an element to you of apprenticeship almost, of teaching that next cohort of people that are going to come and take over the world.Paul Marden: How exciting is that for you to be able to mix that in at the university?Massimiliano Freddi: It's fantastic. It's fantastic. And again, it came out of passion. It came out. I didn't do a PhD after my university. My career wasn't supposed to be the academic one. And I didn't trust I would be able to do that. And then I got called for a lecture, then two lectures, and three lectures. And then, right now, I have several courses at university.Massimiliano Freddi: There's a point. The point is that, if we meet between our age of 14, 14, 15, until our 25, and if we narrow it down, it's between maybe 16 and 22, this is the moment in which it's more important to meet some mentors. And most of us don't meet mentors. They meet nice people around them, giving them very nice advice based on their experience and not seeing the talents they have in front of them. And in several cases, we are scared. We think that we are not enough. And so I really think that it's such a huge privilege for me to be able to be at university and to meet so many hundreds of students every year and to try to make my small impact so that, first of all, they can believe in themselves and they can believe that the world can be a better place, even if right now it's kind of a tough moment. But from tough moments, again, we can learn things.Massimiliano Freddi: Even at IAAPA, one of the things that I really am passionate more about is what are the spaces we can create for young professionals and students. So I want to give two very short examples. The IAAPA Foundation has evolved a lot over the last few years. We were able to collect so many more donations.Massimiliano Freddi: And now, this year, it will be a record-breaking year when it comes to scholarships to which students can apply in universities around the globe. So I think that's... But to me and to all of us in the board of the IAAPA Foundation, that's like the starting point. We are here celebrating because it's a big achievement and then we look each other in the eyes and say, 'Okay, now what's next?' Now, how can we make sure that the impact is even bigger? And if we go on the side of IAAPA, I think we are very... We pay a lot of attention to make sure that the membership fees are very low for the people entering. The word of leisure. Just a few weeks ago, it got launched on the IAAPA job board that whoever has a company and wants to post an internship, that's free to post. So that, you know, there could be thousands of internships available for students.Massimiliano Freddi: Of course, as a big association, we are used to talk to members and maybe older members because we visit facilities and we visit manufacturers and we need to deal with safety and stuff. But students and young professionals are not on the back of my head. They are like near and dear to my heart. And so my real question is: when this year ends in a couple of months, how can I dedicate myself even more to contribute to young people? Because I think that they are making a change. They will make a change. And we are learning so much from them because the work we are leaving you and me right now. I have bad news. It's no longer our world. We don't have the code to decode that. So we don't have the keys. We can just support people that are better than us and make sure that they can live, that they can teach, that they can learn.  That's a bit of what I see.Paul Marden: I completely agree with you. I think it's interesting because you talk about what you're giving, but you're also getting something back. This is not entirely altruistic, is it? The support that you're giving for these young people and early career professionals, you're getting something back, enriching yourself and learning new things from them.Massimiliano Freddi: Always, always. And I think that, you know, I don't always teach. Market leisure marketing and stuff— you know, I teach marketing at a at a Master's Degree in Management of Beauty and Wellness, total different industry, you know, food and wine. As I was telling, but what I bring home every time is how much young people need to feel seen and, and this is truly important because if we create for them not a safe zone, because of course we want them to get messy. We want them to take risks, but they need to feel safe as humans and they need to feel safe as seen. And so I appreciate a lot this because then the energy that I... And you know, when we talk about IAAPA, we have so many ambassadors that have been contributing to the IAAPA trade shows and events all over the globe. We have young people joining the committees.Massimiliano Freddi: Right now, there are a few, more than a few young professional task forces around the globe that are really helping us, old people, to understand what they need. So I think that we are at the very beginning. And if I could say a dream out loud, I wish that IAAPA in five or ten years, maybe in five years, can multiply the number of young engaged people in the association by 100. 10 is not enough. 20 is by 100. We need to make an impact. And I think we want to make an impact. So hopefully.Paul Marden: Well, there's an ambition for you. And I think every... worthwhile project— every it always starts with that kind of ambitious goal— at the very beginning of it you need to be driven by that  hundred times impact not the 10 times impact we we always like to finish our interviews with a book recommendation, fiction, non-fiction, industry-related or not, give us a view uh into your reading habits, okay, so can I mention more than one book? You bankrupt me because I always offer the book recommendation as a prize for people, but you can have more than one.Massimiliano Freddi: Okay. Okay. Thank you because I'm a big reader. So the first author that I would love to mention is J. K. Rowling because Harry Potter is not just a story of a kid or of magic, but it's a story of a woman who was a bit desperate. And then... She followed what she was feeling. She allowed her emotions to flow. And she has created a masterpiece. And she has impacted us all, you know, no matter business-related, non-business-related, and so on. So I think that, to read again, the first Harry Potter book, it's very important because it brings us back to some reason why, you know, and to some things. The second book that I would love to mention is a book written by Seth Godin. I have had the privilege to work for Seth for several years.Paul Marden: Really?Massimiliano Freddi: And yeah, he's an amazing guy. He's an amazing guy. And come on, he's such a generous person and he's amazing.Massimiliano Freddi: I don't have any other words that's amazing. He wrote a book maybe 10 years ago, 15 years ago called Linchpin. And Linchpin is not his most famous book, but it's the book that changed my life because it really nudges you. In a gentle and not so gentle way sometimes. No, I'm saying in a gentle way. It nudges you to don't set for what you have, but to see your inner talents and to innovate and to be creative, be generous, and so on. So, Linchpin to me is the book that changed it all for me. So, I think that everybody, young, less young, everybody should read once in a lifetime.Paul Marden: I feel like I need to go and read this because that is one Seth Godin book I have not read. So there we go. Listeners, if you would like a copy of Linchpin, then the first person that heads over to LinkedIn and reposts our show notice and says, 'I want Massimiliano's book' and can spell Massimiliano correctly, will have a copy of the book sent to them. We've got IAAPA Europe taking place next week in Barcelona.Paul Marden: And we have a very special Skip the Queue announcement. We are going to be hitting the show floor on a daily basis. We are going to go live for daily episodes of Skip the Queue from the show floor. We're going to be talking to operators about what their challenges are like. Finding out what new supplier announcements are coming out. And the Skip the Queue team is going to be feverishly working away. We'll be recording during the day and Steve and Wenalyn will be editing and producing through the night, ready to post the show the following morning. So I'm very excited about that.Massimiliano Freddi: And I think we are super excited to have you guys on the trade show floor. And I recommend... Of course, visiting it, making the most out of it, and don't underestimate the fantastic education sessions that take place. There is a strong lineup of speakers that will impact the way that the industry will be in a few years. So, great opportunity.Paul Marden:  How's that for a trailer? That sounds amazing. Massimilliano, it really has been a pleasure to talk to you.Massimiliano Freddi: Thank you so much, Paul, for me as well. And see you in Barcelona.Paul Marden: Yes, how exciting. Looking forward to it.Paul Marden: Remember, if you'd like a copy of today's book, head over to LinkedIn and repost our show notice saying, 'I want a copy of Massimiliano's book.' If you've enjoyed this episode, please leave a review on your podcasting platform. It really helps people to find the show. If you didn't enjoy it, or you've got ideas about how we could improve the show, then let us know at hello@skipthequeue.fm. My thanks to Massimiliano and his team at IAAPA for their help with this episode. Skip The Queue is brought to you by Rubber Cheese, the digital agency that creates amazing websites for ambitious visitor attractions. This episode was written by Emily Burrows, produced by Wenalyn Dionaldo and edited by Steve Folland. To Skip the Queue team, also includes Sami Entwistle, Sinead Kimberley, Claire Furnival, and Andy Povey. The 2025 Visitor Attraction Website Survey is now LIVE! Dive into groundbreaking benchmarks for the industryGain a better understanding of how to achieve the highest conversion ratesExplore the "why" behind visitor attraction site performanceLearn the impact of website optimisation and visitor engagement on conversion ratesUncover key steps to enhance user experience for greater conversionsTake the Rubber Cheese Visitor Attraction Website Survey Report

Dans cet épisode de Head of Design, Paul Menant reçoit Corinne Leulier, Directrice du programme Experience Client & Collaborateur Numérique et en Agence chez LCL et auparavant Executive Director en Innovation, Stratégie et Design chez Frog (Capgemini Invent). Ensemble, ils retracent plus de 25 ans d'évolution du design numérique : des premières heuristiques adaptées au web à la transformation des organisations par le design.

Dans cet épisode de Head of Design, Paul Menant reçoit Loïc Guay, UX Director chez Brevo (anciennement Sendinblue). Ensemble, ils discutent de la structuration d'une équipe design dans une scale-up SaaS, de l'évolution du métier de designer, et des leviers pour faire du design un moteur stratégique dans l'organisation.

In this episode, Marta breaks down how to build a personal brand before trying to sell one, the future of experience design, and why premium brands need to rethink loyalty and engagement. From luxury hotels to Gen Z expectations, this is a masterclass in innovation at the edge.

Dans cet épisode de Head of Design, Paul Menant reçoit Jules Mahé, Design Director chez PayFit. Avec un parcours entre agences, startups et éditeurs, Jules partage sa vision d'un design transversal qui mêle design system, brand, content et IA au service de la cohérence produit.

Creative designer and AI educator Marlena Emig reveals how artificial intelligence is revolutionizing the exhibition design process, not by replacing human creativity, but by amplifying it. She discusses how AI has transformed the painful constraints of pitch deadlines into opportunities for deeper research and richer storytelling, allowing designers to iterate freely and course-correct without fear. Most provocatively, she argues that clients are already ahead of creative agencies in embracing these tools, seeking dialogue and variety over polished perfection. This conversation illuminates a future where technology serves human imagination rather than supplanting it.

Aujourd'hui, je reçois François De Caro, Global CX & Design Lead chez Swissquote. Ensemble, nous revenons sur la construction d'une culture design dans un environnement historiquement tech et développeur, les défis d'un Design System partagé, et les leviers pour fédérer une équipe éclatée dans plusieurs départements.

Position Squared introduces StudioX, an innovative 3D rendering platform designed specifically for marketers in consumer electronics, computing, and automotive industries who need high-quality product visualizations without technical expertise or lengthy production cycles.• Purpose-built to address the speed, accuracy, and consistency demands of product marketers• Democratizes 3D rendering by consolidating complex workflows into a single browser-based platform• Enables marketers to generate product angles, zoom into details, and create exploded views without specialized skills• Eliminates dependency on external design teams and multiple software platforms• Creates photo-realistic renders that properly showcase product design details, textures, and materials• Significantly reduces time from weeks to days or even hours for generating marketing visuals• Particularly valuable when physical products are still in production or limited prototypes are available• Ensures products always look authentic while maintaining creative flexibility• Future roadmap includes AI-assisted shot generation for rapid creation of lifestyle visualsVisit position2.com to learn more about Studio X and schedule a trial to experience how it can transform your product marketing visualization process.Studio X emerges as a game-changing solution for marketers struggling with the limitations of traditional product visualization methods. Born from Position Squared's own pain points in delivering high-quality 3D content to clients, this browser-based platform transforms how marketers bring products to life visually.The frustration is universal among product marketers: getting stunning, accurate product visualizations typically requires weeks of back-and-forth with specialized teams, multiple software platforms, and significant technical expertise. Studio X shatters these barriers by consolidating everything into a single, user-friendly interface that democratizes 3D rendering. Marketers can now generate photorealistic product images from any angle, create exploded views showing internal components, and highlight specific product features—all without specialized 3D skills.What sets Studio X apart from generic rendering tools is its industry-specific focus and enterprise-grade quality controls. As Vikram Raghavachari explains, "Your product is your hero. It has to look exactly or better than what it should be and accurate at the same time."Rajesh "M" Muthyalu:  https://www.linkedin.com/in/rajeshmuthyalu/Rajesh Muthyalu (or "M") is an award-winning creative professional with a 20-year track record in the digital space and currently our Experience Design team Position². M is a leader in transforming brands with creative excellence and strategic digital solutions. M has received multiple industry awards, notably being recognized as one of the 'Top 10 Chief Creative Officers' by CEO Insights.Vikram Raghavachari:  https://www.linkedin.com/in/raghavacharivikram/Vikram leads our Computing Systems Business unit for Position2. Vikram possesses a deep understanding of how marketing and sales integrate to achieve ultimate growth potential. He was a senior Product Marketing Leader at Lenovo and Intel. He was our client before leading our client facinWebsite: https://www.position2.com/podcast/Rajiv Parikh: https://www.linkedin.com/in/rajivparikh/Sandeep Parikh: https://www.instagram.com/sandeepparikh/Email us with any feedback for the show: sparkofages.podcast@position2.com

As I visit different cities and countries, I find that every financial institution is racing to claim they are “data-driven,” yet, as I dig deeper, I find that few are truly turning data into meaningful action. From personalizing member experiences to unlocking operational efficiency, the ability to transform data into insight — and insight into impact — has become a strategic imperative. Yet the journey from collecting data to scaling it across an organization is filled with cultural, technological, and ethical challenges. On today's episode of Banking Transformed, I'm joined by Jeremiah Lotz, Senior Vice President of Data and Experience Design at Velera. We'll explore what it takes to build not just a data strategy, but a data culture — one that fosters literacy, curiosity, and trust. We'll also discuss how financial institutions can identify when they're ready to scale, the role of AI and governance in driving value, and the new frontiers of data use in an increasingly competitive marketplace.

Introduction: Season 6, Episode oneWelcome Survivors to the August 1, 2025 inaugural edition of “The Apocalypse Café”. For those confused, befuddled and wandering pilgrims that are wondering what exactly they are listening to, let me ‘splain'. Let me sum up! After the Apocalypse is an apocalyptic story that I created and published 100 plus episodes over five seasons. That story started with episode 1 season 1 at the beginning of this feed – so if you're new, go back to the beginning and state there. Since we completed the narrative arc that we had planned now we are presenting stand-alone apocalypse stories that we plan to drop monthly. So, for my surviving listeners, give it a listen and let me know what you think. Today, format-wise. I will read an introduction, insert an ad-break to pay off the jailers, and then step off stage to let you enjoy the story. So let's get on with it! Today's offering is the first of a 3-episode story arc by Patrick Rushbrook that introduces a couple of fun characters struggling to survive and make sense of an apocalypse that is alternately comical and horrifying. It is written and adapted by Patrick Rushbrook.…Patrick Rushbrook is a self-described “middle aged white guy in Kentucky with a beautiful wife and two teenage daughters, who writes silly stories to entertain himself instead of doing more productive things with his spare time.” Patrick had always been interested in writing but isn't exactly a self-starter, so he didn't take up the craft until age 39, after finding Reddit's nosleep page. Growing jealous of some of the wildly successful, yet terribly written stories there and craving reddit upvotes to satisfy his fragile ego, he ventured into the game where one of his early stories was the first iteration of the Exterminator character. In 2024, Patrick achieved the title of “professional writer” by earning an incredible $400.In addition to his literary endeavors, Patrick is also a professional drummer and an un-professional guitarist, where he's earned a grand total of $75 and a t-shirt that was three sizes too big. You can find Patrick on Instagram at patrickrushbrookwritesBut the best place is at his Author Subreddit - r/ hgtv_neighbor …Patrick and I worked together to vet an audio performer for this series and landed on the voice you will hear today reading the work – Austin.Austin C. Baker is a storyteller and experience designer from Plymouth, Indiana, with a lifelong passion for narrative and creativity. From writing comic books and filming backyard skits as a kid to designing immersive events and ghostwriting fiction, Austin has always sought out meaningful ways to connect with audiences.He holds degrees in Experience Design, History, and Strategic Leadership & Design from the University of Indianapolis, where he also spent several years teaching. Alongside his design and writing work, Austin is an actor and voice actor, bringing characters to life across screen and audio.Today, he runs BDP XD (https://www.bdpxd.com/ ), his own experience design studio, while also continuing to write and teach professionally.So without further data loss, after the break, let's sit back and enjoy “The Exterminator's Apocalypse, Part one, The Rats”. Hosted on Acast. See acast.com/privacy for more information.

Paul Menant reçoit Antoine Voland-Logerais, Design Manager chez Thiga. Ensemble, ils explorent la place du design dans l'entreprise, la cohabitation product management / product design, la transformation des métiers du design, et les leviers pour donner du poids au design dans un contexte en mutation.

In this episode, we sit down with award-winning design leader Emma Carter to explore her 20+ year journey in experience and strategy design, team leadership, and digital transformation. Emma shares insights on building design maturity across organistaions, how to work in a team environment and the importance of designers within a company. A must listen for designers, strategists and anyone passionate about customer-centric innovation. Emma is also the author of ‘DesignedUp: A designer's guide on how to lead inside the tech industry', ‘Shaping a DesignedUp Organisation: The Journey to Design Maturity' & ‘Beyond the LOGO' - All available through Amazon. You can find Emma on Linkedin: https://au.linkedin.com/in/emmacartersealey

In today's episode, Matthew Campbell of My Wedding Songs and Bill Hermann of Bill Hermann Entertainment talk about designing unforgettable wedding moments.Bill Hermann is a highly sought-after international Wedding Entertainer and Master of Ceremonies and the owner of “Bill Hermann Entertainment”, and “The Entertainment Experience”, an international performance training company that trains and coaches DJs, MCs, and performers in “Experience Design” while delivering an authentic performance.Bill is an industry leader who has been featured on Television and Radio, He has a video podcast called “Creative License”, was a weekly contributor on DJA Radio, Disc Jockey News, DJNTV, and has been published in and featured in many industry publications such as DJ Times, Mobile Beat, Pro Mobile and has served on and consulted on many industry association advisory boards around the world.Currently Bill Hermann lives in Minnesota with his wonderful wife Maureen and his beautiful daughters Ella and Lettie and has the good fortune to work on his craft as an actor, improvisational comic, a singer, character print model, a voice actor, a radio personality, a mobile DJ,  a teacher, coach and trainer and a professional speaker at conferences such as, MEX, Mobile Beat, Midwest DJs Live, The Disc Jockey News Conferences, The CDJ Conference in Toronto, the DJAA Conference in Sydney, Australia and the Pro Mobile Conference in the United Kingdom. A Word About My Wedding SongsMy Wedding Songs is a resource for wedding music planning. Grab a copy of our Wedding Music Planner for ceremony and reception guides with song suggestions. Join the Wedding MusicLetter for weekly trending wedding songs and ideas.

Dans cet épisode de Head of Design, Paul Menant reçoit Fanny, Head of Design chez Contentsquare pendant plus de 10 ans. Elle partage son expérience unique dans l'une des plus belles success stories françaises du SaaS, où elle a vu passer l'entreprise de 5 à plusieurs milliers d'employés, tout en structurant une équipe design internationale.

Today, I'm joined by Sean Hoess and Tyler Wakstein of Eudēmonia Summit.   Eudēmonia Summit is a transformational wellness festival combining science-backed education, immersive experiences, and community to promote health, longevity, and personal growth.   In this episode, we discuss designing purposeful wellness experiences and formally announce our new partnership.   We also cover: The Eudēmonia x Fitt Insider Health Innovation Lab Balancing innovation with science and integrity Political polarization in health and wellness   Subscribe to the podcast → insider.fitt.co/podcast  Subscribe to our newsletter → insider.fitt.co/subscribe  Follow us on LinkedIn → linkedin.com/company/fittinsider    Thrive in 25 Sweepstakes: https://eudemonia.net/thrive-in-25/  Eudēmonia Summit Tickets: https://eudemonia.net/  Partnerships Email: partnerships@eudemonia.net   - The Fitt Insider Podcast is brought to you by EGYM. Visit EGYM.com to learn more about its smart workout solutions for fitness and health facilities.   Fitt Talent: https://talent.fitt.co/ Consulting: https://consulting.fitt.co/ Investments: https://capital.fitt.co/   Chapters: (00:00) Introduction (02:00) From Wanderlust to Eudēmonia (06:00) Tyler's Summit Series Experience and Community Building (09:15) Creating Authentic Experiences and Avoiding Commerce-First Events (14:15) Experience Design (18:20) The Eudemonia Experience (23:15) Partnership Announcement (30:25) Cultural Explosion of Health Awareness Post-COVID (31:05) Balancing Innovation with Scientific Rigor (35:50) Addressing Political Polarization in Health and Wellness (44:35) Roadmap (48:05) Ticketing, Sponsorship, and Participation Opportunities (50:31) Conclusion

Send us a textThe final episode of this transformative series tackles the ultimate challenge: scaling AI experiences without sacrificing empathy. Jake McKee reveals why most companies approach AI transformation backwards—focusing on tools instead of relationships, replacement instead of enhancement. This customer success playbook episode demonstrates how successful AI transformation mirrors the digital transformation of the past decade, requiring fundamental changes to business processes, not just technology adoption. McKee's framework for maintaining authentic human connections while scaling AI across enterprise environments provides practical guardrails for companies navigating the complex balance between efficiency and empathy. From addressing AI hallucinations transparently to designing trust through micro-moments, this conversation offers a roadmap for AI implementations that enhance rather than diminish human relationships.Detailed AnalysisMcKee's perspective on AI transformation represents a sophisticated understanding of organizational change management applied to emerging technology. His comparison to digital transformation provides crucial context—just as companies had to fundamentally rethink business processes when moving from analog to digital, AI transformation requires reimagining workflows, decision-making processes, and human-machine collaboration models.The conversation reveals critical insights about trust-building in AI systems, emphasizing that trust develops through consistent micro-moments rather than singular grand gestures. This mirrors human relationship dynamics and provides a practical framework for designing AI experiences that build confidence over time. McKee's examples of internal process failures—particularly the 13-screen system requiring hours of work before allowing saves—illustrate how poor experience design destroys trust regardless of underlying functionality.Perhaps most valuable is McKee's nuanced approach to AI transparency and hallucination management. Rather than attempting to eliminate AI limitations, he advocates for honest communication about system capabilities and uncertainties. This customer success playbook approach recognizes that users can develop healthy relationships with imperfect AI systems when expectations are properly set and limitations are communicated clearly.The discussion also addresses the critical challenge of scaling empathetic AI across large organizations. McKee's emphasis on relationship design over feature development provides a sustainable framework for maintaining human-centric experiences even as AI implementations grow in scope and complexity. His insights about contextual AI behavior—understanding when users need speed versus thoughtful interaction—offer practical guidance for enterprise AI strategy.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Jennifer Speciale helps leaders rewrite the rules of career growth

On this episode of Inside Content, Hayley Bull, Vice President at 3Vision, is joined by Anya Ernest, who leads app ecosystem initiatives at Polestar .They explore how Polestar has partnered with broadcasters like SVT and BBC, and how native app support from providers like TV2 in Norway is shaping the future of automotive media. Anya also shares her perspective on how EVs change the expectations for content in the car, and gives us a hint at what's coming next.Stay in the content world loop

Maybe you've already heard, but we're in the midst of significant global and technological change. It will be a struggle for many businesses to adapt, but IBM is a company that's no stranger to change. Time and again, they've reimagined, restructured, and refactored their business to stay relevant. Our guest today, Shani Sandy, is playing an important role in IBM's current transformation as VP of Experience Design. Welcome to a live episode of Design Better recorded at THiS Connect presented by UserTesting in New York. We're talking with Shani today about how her team stays connected to users to design great products, design's role in the new era of AI, and how IBM is evolving. *** Learn more about UserTesting *** Bio Shani Sandy is a visionary design executive whose ethos—DESIGNING FORWARD—reflects a career dedicated to propelling businesses, communities, and cultures through intentional, people-centered innovation. With a powerful blend of strategic leadership and creative insight, Shani has led transformative initiatives for Fortune 500 companies, including pioneering roles as the first Executive Creative Director at S&P Global and the first Design Executive at IBM Systems. Her expertise lies in integrating multidisciplinary design, AI, and emerging technologies to elevate user experiences, drive measurable business outcomes, and cultivate design maturity across organizations. Known for aligning design strategy with C-suite objectives, Shani excels at translating complexity into clarity and forging collaboration across functions to deliver lasting impact. She is a sought-after keynote speaker, having shared her insights at premier conferences including 3% Conference, AIGA National, and Adobe Creative Jam. A passionate mentor and advocate for underrepresented creatives, Shani is equally committed to shaping the future of design leadership as she is to delivering on today's innovation. Whether guiding enterprise transformation or nurturing the next generation of designers, Shani leads with bold vision, strategic execution, and an unwavering focus on outcomes.

On the fifth episode of our APS Reform in Action series, we hear from Laure Yassine and Lisa Jansen from Services Australia, and Carly Harrison from the Australian Public Service Commission, on the development of Services Australia's APS Experience Design Principles – and how you can apply them, even if you're not a design expert.These seven principles – simple, inclusive, tailored, connected, transparent, safe, and trustworthy – help the APS design and deliver people-centred, inclusive services across all channels. Developed through extensive consultation and research, they offer practical guidance for improving both policy and service delivery.Laure Yassine, acting national manager, Business and Customer Architecture Branch, Services Australia, Lisa Jansen, national manager, Digital Product Design Branch, Services Australia, and Carly Harrison, assistant director, Partnership and Engagement, APS Commission, join host David Pembroke, CEO of contentgroup, to explore how these principles are being embedded across the APS to improve outcomes for all Australians.Key tips:1. Start with simplicity – clear communication and plain language make services more accessible for everyone2. Focus on outcomes. You don't need to be a design expert to apply these principles effectively3. Use the principles as a guide. They're a practical checklist to evaluate and improve services across government.Show notesAPS Experience Design Principles | agaGet in touch with the Design Experience Team at Services Australia Hosted on Acast. See acast.com/privacy for more information.

Chris Boyer and Reed Smith break down one of the industry's most misunderstood trends, separating the headline-worthy buzz from the meaningful, strategic work that marketing teams should actually be focused on. The cover:  AI-Experience Design - defining what it is and why other industries are framing it differently than healthcare. The Urgency Gap – Most healthcare marketing teams haven't laid the foundational work (data hygiene, journey design, content mapping) required to even get to AI-experience design. Consumer Experience Convergence – How AI-experience design will eventually blur with consumer and service design strategies—and what that means for your MarTech roadmap. AI in the Real World – Why AI tools are only as useful as the systems, standards, and use cases you build around them. Matt Cyr founder and president of LoopAgency, joins to unpack the concept of AI-experience design and what foundational steps to take today that set the stage for success tomorrow. Mentions from the Show:  Matt Cyr on LinkedIn Loop Agency Marc Needham on LinkedIn: How I Learned to Stop Worrying and Love the AI Teri Sun on LinkedIn: Websites not dead in the age of AI Carrie Liken on Substack: This Week Google Changed Search Forever Harnessing AI to Transform Consumer Healthcare Experiences Learn more about your ad choices. Visit megaphone.fm/adchoices

What if you could test drive your entire customer experience — before even writing a line of code? Agility isn't just about reacting fast — it's about thinking ahead, designing deliberately, and testing before committing. In an age where customer expectations shift by the minute, businesses can't afford to just “build and hope.” Today we are here at PegaWorld 2025 at the MGM Grand in Las Vegas, and we're exploring how Generative AI-powered prototyping can help organizations visualize and refine the full customer journey before it's built — and why tools like Pega's Customer Engagement Blueprint are changing how brands think about strategy, customer-centricity, and innovation.To walk us through this, I'd like to welcome back to the show Tara DeZao, Sr. Product Marketing Director at Pega. About Tara De ZaoTara DeZao, Director of Product Marketing, AdTech and MarTech at Pega, is passionate about helping clients deliver better, more empathetic customer experiences backed by artificial intelligence. Over the last decade, she has cultivated a successful career in the marketing departments of both startups and Fortune 500 enterprise technology companies. She is a subject matter expert on all things marketing and has authored articles that have appeared in AdExchanger, VentureBeat, MarTech Series and more. Tara received her bachelor's degree from the University of California, Berkeley and an MBA from the University of Massachusetts, Amherst. RESOURCES Pega: https://www.pega.com https://www.pega.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsOnline Scrum Master Summit is happening June 17-19. This 3-day virtual event is open for registration. Visit www.osms25.com and get a 25% discount off Premium All-Access Passes with the code osms25agilebrandDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

ABOUT JAIME SCHWARZ:BIO: Jaime Schwarz is an award-winning copywriter and creative director, having worked with over 100 brands at NYC agencies before starting his entrepreneurial journey.In 2017 he authored the world's first NFT-focused patent and launched BrandTherapy.coach, a product market fit-focused consultancy built on the technique of letting the brand speak for itself. After co-founding seven startups and consulting for dozens more, in 2022, Jaime pivoted into the web3 world by using AI to literally teach brands to speak for themselves and co-founding The TeamFlow.Institute using team intelligence to maximize the momentum of decentralized teams to create the Company Betterment Industry. He also co-founded ParallelWorlds.us and positioned it as the world's first spatial transformation company. Since then, once his patent was granted, he has been building MRKD as an IP-founded venture focused on empowering the IP economy through co-creationism. He serves on the board of Wayfinders on the Hudson, is an advisor to XRSI.org, and lives in Hastings on Hudson with his wife and two boys.Jaime's LinkedIn Profile: linkedin.com/in/jaimeschwarzWebsites:brandtherapy.coach (Company)jaimeschwarz.com (Portfolio)calendly.com/getbrandtherapy/30min (Other)Email: jaimeschwarz@gmail.comSHOW INTROWelcome to the NXTLVL Experience Design podcast EPISODE 79 … and my conversation with Jaime Schwarz an award-winning copywriter and creative director, founder of Brand Therapy and a number of other ventures.On the podcast our dynamic dialogues based on our acronym DATA - design, architecture, technology, and the arts crosses over disciplines but maintains a common thread of people who are passionate about the world we live in and human's influence on it, the ways we craft the built environment to maximize human experience, increasing our understanding of human behavior and searching for the New Possible.    he NXTLVL Experience Design podcast is presented by VMSD Magazine part of the Smartwork Media family of brands.VMSD brings us, in the brand experience world, the International Retail Design Conference. The IRDC is one of the best retail design conferences that there is bringing together the world of retailers, brands and experience place makers every year for two days of engaging conversations and pushing the discourse forward on what makes retailing relevant. You will find the archive of the NXTLVL Experience Design podcast on VMSD.com.Thanks also goes to Shop Association the only global retail trade association dedicated to elevating the in-store experience. SHOP Association represents companies and affiliates from 25 countries and brings value to their members through research, networking, education, events and awards. Check then out on SHOPAssociation.orgJaime Schwarz spent years work in the fast-paced world of New York advertising agencies where he came to deeply understand brands. Since then, his entrepreneurial journey has led to patent awards, and a few business ventures that truly bring things to the NXTLVL. We'll get to all of that in a moment but first though, a few thoughts…                 *                                  *                                  *OK so where to start on this one...You know… I try to lead teams by being authentic and transparent. Candid when it matters to get to the heart of the matter and circumspect when sharing the whole story it might not be appropriate. But thinking about my interview with Jamie Schwarz makes me sit back in my chair and consider what I think I know.I think I know a little about a lot and I say that not lacking humility, but I've been always compulsively curious about stuff. All kinds of stuff.I like to know why things work the way they work, how people got to the places they got to in their careers, how history unfolds and the story of culture is our told and retold. And all sorts of other stuff. I like reading about quantum physics but will confess I still get confused about how traveling at the speed of light and coming back to your origin will mean that you come back years in the future while the passage of time for you may only be a few moments. I loved the movie interstellar. I don't know things like that just sort of confused me, but they fascinate me nevertheless.I digress.I think I probably know a little bit about enough and in some cases it just might be that I know enough to be dangerous as the saying goes. One of the motivations to doing the podcast is that I get to speak to lots people who are just way smarter and tuned in than me…and I generally add here that the bar is actually set pretty low because there are so many really smart people in the world.I like studying about the things that I try to engage in conversations about. I'll read books, watch hours of online content – presentations, speeches and interviews. I'll dig up articles and make sure that I show up ready to go for a conversation.Early on in the podcast series I had someone thank me for showing up well prepared. I just sort of thought that that was my responsibility to make sure that if someone was offering their time to have a discussion that I would have done my necessary background preparation to make it worth their while. Some interviews I sort of set as stretch goals - people who I want to talk to because they have deep insight on areas that I am interested in but in which I may not have more than an intermediate or novice education. My wife, a veteran of print and television journalism, a multi-book author, strong advocate of radical listening and who also has the uncanny ability to see way beyond the immediate conversation would always say to me that when in discussion you need to leave the interview questioning whether you know more about the person at the close of the conversation than you did when it started. That's an interesting starting point when entering a conversation because it sets the basic premise for who's doing the talking - how much listening is going on and how you listen not to simply add your own opinions, solve the problem or give advice, but to dig deeper in your understanding, resulting in better attunement.I will confess that sometimes I am fully aware that my enthusiasm for subject matter leads to jumping in, offering personal experiences and contributing ideas. Conversations can chase multiple ideas, but I also think that's a result of what I consider as associative thinking - one idea connects to another and sets off a cascade of related or interdependent subjects. And then a whole array of rabbit holes lay before us. Each one leading to a delightful journey. Oh now which one to choose – why not all – let's go!I have come to use these introductions to podcast interviews as replacements of a sort for a blog I used to write for VMSD magazine called “Brain Food.” I take the time to consider what the conversation with my guest is about and set to musing on ideas that emerged in the conversation. Some of them are personal, stories that resonate deeply with personal or professional experiences. Others are thought bubbles that I offer up for further investigation. I think that most of this episode is like thought bubbles. It covers the nature of branding and relationships with consumers, trust in marketing and storytelling, NFTs and creating derivative works and related IP legal issues, Web 3.0, Deconstructivism, co-creation in a digital mediated world, Ai and collective intelligence, the pace of change, art and digital twinning and the inherent value of co-creative works, quantum computers and hacking bitcoin, object permanence in the digital space… and, and, and you get the idea. There is so much here that you might say it lacks focus, but I think it actually offers up the idea of complexity in our fast-paced digitally mediated world where interdependencies reign, everything is connected to everything in one multi-dimensional system and to what end it is sweeping us along. We can come to these various rabbit holes of conversation because Jaime Schwarzis an award-winning copywriter and creative director, having worked with over 100 brands at NYC agencies before starting his entrepreneurial journey.In 2017 he authored the world's first NFT-focused patent and launched BrandTherapy.coach, a “product market fit-focused” consultancy (about which he speaks in our talk) that is built on the technique of letting the brand speak for itself. After co-founding seven startups and consulting for dozens more, in 2022, Jaime pivoted into the web3 world by using AI to literally teach brands to speak for themselves and co-founding The TeamFlow.Institute using team intelligence to maximize the momentum of decentralized teams to create the Company Betterment Industry. He also co-founded ParallelWorlds.us and positioned it as the world's first spatial transformation company. Since then, once his patent was granted, he has been building MRKD as an IP-founded venture focused on empowering the IP economy through co-creationism. I could have prompted Jaime with any of these subjects and just sat back and taken it all in.ABOUT DAVID KEPRON:LinkedIn Profile: linkedin.com/in/david-kepron-9a1582bWebsites:  https://www.davidkepron.com    (personal website)vmsd.com/taxonomy/term/8645  (Blog)Email: david.kepron@NXTLVLexperiencedesign.comPersonal Instagram: https://www.instagram.com/davidkepron/NXTLVL Instagram: https://www.instagram.com/nxtlvl_experience_design/Bio:David Kepron is a multifaceted creative professional with a deep curiosity to understand ‘why', ‘what's now' and ‘what's next'. He brings together his background as an architect, artist, educator, author, podcast host and builder to the making of meaningful and empathically-focused, community-centric customer connections at brand experience places around the globe. David is a former VP - Global Design Strategies at Marriott International. While at Marriott, his focus was on the creation of compelling customer experiences within Marriott's “Premium Distinctive” segment which included: Westin, Renaissance, Le Meridien, Autograph Collection, Tribute Portfolio, Design Hotels and Gaylord hotels. In 2020 Kepron founded NXTLVL Experience Design, a strategy and design consultancy, where he combines his multidisciplinary approach to the creation of relevant brand engagements with his passion for social and cultural anthropology, neuroscience and emerging digital technologies. As a frequently requested international speaker at corporate events and international conferences focusing on CX, digital transformation, retail, hospitality, emerging technology, David shares his expertise on subjects ranging from consumer behaviors and trends, brain science and buying behavior, store design and visual merchandising, hotel design and strategy as well as creativity and innovation. In his talks, David shares visionary ideas on how brand strategy, brain science and emerging technologies are changing guest expectations about relationships they want to have with brands and how companies can remain relevant in a digitally enabled marketplace. David currently shares his experience and insight on various industry boards including: VMSD magazine's Editorial Advisory Board, the Interactive Customer Experience Association, Sign Research Foundation's Program Committee as well as the Center For Retail Transformation at George Mason University.He has held teaching positions at New York's Fashion Institute of Technology (F.I.T.), the Department of Architecture & Interior Design of Drexel University in Philadelphia, the Laboratory Institute of Merchandising (L.I.M.) in New York, the International Academy of Merchandising and Design in Montreal and he served as the Director of the Visual Merchandising Department at LaSalle International Fashion School (L.I.F.S.) in Singapore.  In 2014 Kepron published his first book titled: “Retail (r)Evolution: Why Creating Right-Brain Stores Will Shape the Future of Shopping in a Digitally Driven World” and he is currently working on his second book to be published soon. David also writes a popular blog called “Brain Food” which is published monthly on vmsd.com.  The next level experience design podcast is presented by VMSD magazine and Smartwork Media. It is hosted and executive produced by David Kepron. Our original music and audio production by Kano Sound. The content of this podcast is copywrite to David Kepron and NXTLVL Experience Design. Any publication or rebroadcast of the content is prohibited without the expressed written consent of David Kepron and NXTLVL Experience Design.Make sure to tune in for more NXTLVL “Dialogues on DATA: Design Architecture Technology and the Arts” wherever you find your favorite podcasts and make sure to visit vmsd.com and look for the tab for the NXTLVL Experience Design podcast there too.

On this episode of the Scouting For Growth podcast, Sabine VdL talks to Mark Stern, founder and CEO of Custom Box Agency, an award-winning boutique specializing in bringing digital offers to life through innovative offline ‘box experiences.’ Today, he’ll share how he made the leap from corporate to startup life, offer practical tips for integrating physical touchpoints into a digital world, and discuss the secret sauce behind building high-impact customer journeys. I can’t wait to dive into his wealth of knowledge. KEY TAKEAWAYS When I mixed physical and digital together with my publication called ‘Entrepreneur Elements’ I people started posting unboxing videos, which a digital-only product can do. Everyone who received the product became an ambassador and lots of organic traffic was being created as a result. During Covid the virtual event game became bloody red, in terms of competition, because everyone became a virtual event expert overnight. But the boxes, and how we were approaching this to get results faster, was an unknown, exciting realm which I went 100% in on and the business skyrocketed from zero to a million in the first year just by pivoting and focussing on this opportunity. What we include inside our boxes is a welcome note, a getting started guide – which, for me is the most powerful sales pieces to orient people on the journey that they’re about to start and see your universe, a journey map – a visual depiction of the recipe that’s going to get you the result, then all the tools and resources. This isn’t SWAG (Stuff Without A Goal), think of it a product development and who we can truly get into your programme and give people the incentive structure to want to take one step at a time. I love data, so I can engineer feedback loops to say, once you’ve hit a certain milestone, how can I get you to provide me with the information I need so 1, I can celebrate you, but 2, it also gives me good intel to make the product you’re making better. BEST MOMENTS ‘In the online space done beats perfect. I approach the standards of the online realm in a corporate way; the client’s either ready or not ready at all.’ ‘If you have a digital product, you have to compliment it with something physical because physical can tap into other modalities and senses that digital can’t.’ ‘It’s not about you, it’s truly about your customers and their needs.’ ‘Boxes can be a tool to take what you’re already talking about/teaching, or the service you’re providing and making it easier for people to have the breakthrough in the tangible way the a digital-only product just can’t.’ ABOUT THE GUEST Mark Stern is an accomplished serial entrepreneur and the visionary behind Custom Box Agency, an award-winning experience design firm headquartered in Austin, Texas. Leveraging his background as a top-ranked strategy consultant at Deloitte, Mark has guided major retail and lifestyle brands through transformative growth initiatives. He holds an MBA from Duke University and has been recognized as a Forbes Next 1,000 Entrepreneur, as well as featured in Joey Coleman’s bestselling book Never Lose an Employee Again.Mark’s passion for merging the physical with the digital underpins his signature approach of crafting “offline-meets-online” experiences. By moving beyond standard swag and focusing on strategic box campaigns, Mark’s team has successfully launched 100+ direct mail initiatives—boosting conversions, slashing churn, and extending customer lifetime value. As a mentor at SXSW, sought-after keynote speaker, and champion for innovative entrepreneurship, Mark remains dedicated to helping businesses of all sizes adopt experience design as a powerful lever for growth. Email ABOUT THE HOST Sabine is a corporate strategist turned entrepreneur. She is the CEO and Managing Partner of Alchemy Crew a venture lab that accelerates the curation, validation, & commercialization of new tech business models. Sabine is renowned within the insurance sector for building some of the most renowned tech startup accelerators around the world working with over 30 corporate insurers, accelerated over 100 startup ventures. Sabine is the co-editor of the bestseller The INSURTECH Book, a top 50 Women in Tech, a FinTech and InsurTech Influencer, an investor & multi-award winner. Twitter LinkedIn Instagram Facebook TikTok Email Website This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

This episode features legendary designer and leader Maria Giudice, who shares her journey from Staten Island art kid to founding Hot Studio, navigating Facebook's acquisition, and using design to shift culture, leadership, and the C-suite._______Support this podcast with a small donation: Buy Me A CoffeeThis show is powered by branding and design studio  Nice PeopleJoin this podcast and the Patreon community: patreon.com/womendesignersyoushouldknowHave a 1:1 mentor call with Amber Asay: intro.co/amberasay_______About Maria:Maria Giudice is a trailblazing designer, creative leader, and author who has spent over three decades redefining what it means to lead with empathy. She's the founder of Hot Studio, one of the first woman-led digital design studios in the country, which was acquired by Facebook in 2013. Maria went on to become Director of Product Design at Facebook and later VP of Experience Design at Autodesk, helping bring people-centered thinking into the heart of tech culture. She's the co-author of Rise of the DEO and Changemakers, two influential books that empower designers to lead change. From painting in Staten Island to reshaping Silicon Valley—Maria's story is as bold as it is inspiring.Follow Maria:Instagram: @mgiudiceLinkedIn: Maria GiudiceRise of the DEOChangemakers  ____View all the visually rich 1-min reels of each woman on IG below:Instagram: Amber AsayInstagram: Women Designers Pod

It's time for puppets and Shakespeare (?!) as Cheryl Platz joins us to talk about her journey into live streaming. She shares how her background as a professional actor and improviser led her to stream with her puppet Sprinkles, initially performing Shakespeare as part of a Twitch creative competition. While she didn't win the contest, she developed a loyal community that encouraged her to continue, adding video gaming to the mix. Cheryl reveals her background working at a Sesame Street theme park as a teenage puppeteer, explains how Sprinkles developed a distinctive personality of "hyper confidence”, and shares how maintaining this community has renewed her faith in the internet.Guest BioCheryl Platz (she/her) is an internationally renowned interaction designer, game designer, teacher, writer, and actress best known for her innovative work in a variety of industries ranging from video games to B2B cloud platforms and from consumer products to global philanthropy. Her design work has empowered billions of customers with fun, creativity, immersion, and sometimes just a little less friction at the office thanks to her work on some of the world's biggest products, including Amazon's Alexa and Echo Look, Microsoft Windows and Cortana, the Disney Parks PhotoPass system, the Sims family of games, and Microsoft's Azure platform. Her recent roles include Director of Experience Design for Marvel Strike Force at Scopely and Director of User Experience for the Player Platform at Riot Games. Through her design education company Ideaplatz, Cheryl has delivered talks and workshops on 5 continents and over a dozen countries. Her first book, Design Beyond Devices: Creating Multimodal, Cross-Device Experiences, is the “manual for those who aspire to design the starship bridge of their dreams," and her newest book, tentatively titled Enduring Play: Creating Video Games that Thrive, is the design manual for anyone looking to build engaging video games with a holistic understanding of player needs, basic game design, the production process, and modern business considerations in the video game industry. Cheryl can be seen streaming most weeks on Sunday mornings answering game development and UX design questions at her Twitch channel.LinksCheryl on Twitch: https://twitch.tv/funnygodmotherCheryl on Youtube: https://youtube.com/c/funnygodmotherCheryl's first book: https://rosenfeldmedia.com/books/design-beyond-devices/Cheryl's second book: https://rosenfeldmedia.com/books/enduring-play/Cheryl's website: https://cherylplatz.com/Cheryl on Bluesky: https://bsky.app/profile/funnygodmother.bsky.socialCheryl on Instagram: https://instagram.com/@funnygodmotherCheryl on Linkedin: https://www.linkedin.com/in/cherylplatz/Cheryl's Medium articles: https://cherylplatz.medium.com/CreditsCover design by Raquel Breternitz.

What if your potential clients aren't lazy, unmotivated, or inconsistent—what if your brand just isn't making them feel like they belong? In this episode, we challenge one of the fitness industry's most toxic assumptions and reveal why people aren't saying yes to your studio (even when your workouts are amazing). We'll share real stories, client examples, and a practical breakdown of how to build emotionally intelligent experiences that convert. You'll learn: – Why “just show up” messaging is doing more harm than good – The difference between selling and converting – How small acts of hospitality lead to long-term loyalty – What your brand might be missing if your classes aren't full 1. Ready to attract more aligned clients and build a brand people feel connected to? Book a free North Star Strategy Session and let's map it out together: https://www.fitcarma.com/northstar/ 2. Want to dig deeper into this right away? Get access to our free mini-training: “Why Your Classes Aren't Selling Out (& What To Do About It)” Get it here → https://minicourse.fitcarma.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 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 enhance their experience strategies. Takeaways The podcast has an additional co-host! Joe Pine The Washington Post did a great article about marketing experience retailer, Scheels. Scheels is a successful example of experiential retail. Experiential retail can drive sales for surrounding stores. Community involvement builds trust with customers. Charging for experiences can turn marketing into a profit center. Design experiences with the customer's context in mind. Companies that reinvest in communities earn sustainable trust. The importance of creating third places for community gathering. Experience strategies should focus on customer systems. Engaging in local experience excursions can provide valuable insights. This episode brought to you by The Experience Strategy Collaboratives. Enter to win a free one-person membership in the Collaboratives —a $35,000 value! Chapters 00:00 Welcome Back to Experience Strategy Podcast 03:22 Introducing the New Format and Co-Hosts 05:24 Exploring the Scheels Experience 11:01 The Importance of Context in Experience Design 18:06 Building Trust Through Community Engagement 21:11 Wrap-Up and Key Takeaways

Transcripts available at diceexploder.comHere near the end of Dice Exploder's larp series, I wanted to have on Caro Murphy (Galactic Starcruiser) to talk about experience design, and specifically how to think about curating all those parts of an experience bigger and larger than most of us at home will ever have access to. How do you design the set a game is played on? How do you design something for hundreds if not thousands of participants?And Caro delivered so much more: we get into bleed and empathy and how Caro sees games as an inherently educational medium. Let's get into it!Ad LinksVesta Mandate by Story Games ChicagoSign up for the Spectacula pre-release newsletter from Jeremy MelloulFurther readingMeghan Gardner at Guard Up AdventuresClub DrosselmeyerCaro on Imaginary Worlds and then AgainGalactic Starcruiser on WikipediaSocialsCaro's websiteSam on Bluesky and itchThe Dice Exploder blog is at diceexploder.comOur logo was designed by sporgory, our ad music is Lilypads by Travis Tessmer, and our theme song is Sunset Bridge by Purely Grey.Join the Dice Exploder Discord to talk about the show!Dice Exploder on Patreon

In this episode of Zero to CEO, I speak with experience designer Geoff Thatcher about how AI is transforming storytelling and the future of immersive experiences. Geoff shares how tools like ChatGPT, Midjourney, and Grok are already changing how experience designers create, but the real revolution is just beginning. We dive into the new GAME ON! AI Experience at the College Football Hall of Fame, which puts guests directly into the story as players, coaches, and fans across 775 college football teams. Geoff explains how AI allows experiences to become more personal, interactive, and human, unlocking levels of immersion never before possible and shaping the next era of storytelling in theme parks, museums, and beyond.

In an era where technology seamlessly integrates into every aspect of our lives, the intersection of healthcare and technology has given rise to innovative solutions that are transforming how we manage and interact with our health. Highmark's Digital Front Door is a prime example of such innovation, and it's reshaping the way millions access health services. * Jonathan Kersting, of the Pittsburgh Technology Council, welcomes Stacey Byers, Senior Vice President of Experience Design at Highmark to delve into the groundbreaking work being done to revolutionize healthcare access through Highmark's Digital Front Door app.  Imagine an app that acts as a personalized health companion, one that simplifies scheduling appointments, unearths hidden benefits, and provides secure data handling. Byers details how Highmark's Digital Front Door does just that, merging healthcare with cutting-edge technology to create a comprehensive health ecosystem. This innovation connects members to mental health services, virtual care solutions, wellness programs, and personalized recommendations, all within a seamless digital interface. By emphasizing user-centric design, Highmark has managed to onboard 1.2 million users within just a year. This rapid adoption highlights the pressing need for simplicity in healthcare access and underscores the app's ability to cater to a diverse user base, from tech-savvy professionals to seniors needing extra support. Byers reveals the challenges of modernizing healthcare experiences, which often involve different apps, login credentials, and fragmented experiences. By leveraging their living health strategy initiated in 2020, Highmark decided to create a comprehensive digital solution that combines these disparate elements under a single digital front door. Highmark aims to streamline experiences, from discovering medical benefits to accessing virtual care, reducing administrative headaches, and empowering users to take control of their health journey. It's about making healthcare less burdensome and more accessible, enabling members to focus on wellness rather than paperwork. 

Jason Bloomfield didn't learn change in an MBA program—he learned it through real life. As a teenager, he became the de facto head of household. Now, as Global Head of People Change and Experience Design at Ericsson, he leads transformation across 180 countries. In this episode, Jason shares how active listening, design thinking, and human-first systems have helped him move organizations from dysfunction to alignment. From M&A integrations to HR tech failures, from -83 NPS scores to user-designed wins, his work proves one thing: change only sticks when it's built with—not for—the people it's meant to serve. For Gen Xers who've lived through chaos and are now leading through it, this episode is a blueprint in action.>>From Family Collapse to First Acquisition“I was the only one with income. So I had to figure it out.”Jason opens up about his early years, navigating a broken home while building stability from scratch—and how that experience shaped his instincts in business.>>Career by Constraint“They asked if I'd move to 1 Madison Avenue. I said yes—and just kept saying yes.”From wiring cables to managing a global acquisition across 13 countries, Jason shares how constraints—and curiosity—turned into growth and global opportunity.>>Change Starts with Listening“Active listening sends a signal: you care.”Jason breaks down why empathy is not a soft skill—it's the hardest one. Especially when leading transformation across 100,000 employees and 180 countries.>>Turning a -83 NPS into a Shared Win“The tool was hated. But people started feeling heard.”He recounts how a globally despised HR tool became usable—through co-creation, honesty, and building feedback loops that actually changed things.>>From Paper to Trust“They didn't hate digital. They didn't trust institutions.”Jason explains how assumptions kill adoption—and how design thinking and diverse input helped his teams shift deeply entrenched behaviors.______________________Connect with us:Host: Vince Chan | Guest: Jason Bloomfield  --Chief Change Officer--Change Ambitiously. Outgrow Yourself.Open a World of Expansive Human Intelligencefor Transformation Gurus, Black Sheep,Unsung Visionaries & Bold Hearts.12 Million+ All-Time Downloads.Reaching 80+ Countries Daily.Global Top 3% Podcast.Top 10 US Business.Top 1 US Careers.>>>140,000+ are outgrowing. Act Today.

Welcome back from our mid-season break! In today's pod, I chat with Jennifer Andrews, who leads the Experience Design team in Digitas' New York office. We chat about web1, her personal origin story, Japanese culture, her work in the Accessibility Center of Excellence and AI's impact on design.And afterwards I highlight recent episodes and share how you can support A76.Recent free episodes:030: The path to a carbon neutral A76 with Matt Saip029: Personalized micro-interaction fails with Noel ChildsRecent Patreon episodes:NoelAI Series  One / Two / ThreeKeep designing. Keep growing. And keep making a positive impact.~NoelA76 was created by Noel ChildsSeason 3 on Scale is produced by Noel ChildsSeason 2 on Change was produced by Noel ChildsSeason 1 on AI was produced by Casey Hudetz and Noel ChildsOur theme music was composed and performed by Stella Solveig and mixed and mastered by Abbey NettletonOur outro was read by Kari Childs If you like what you hear, please give us a rating.Or become a member of the A76 Patreon at patreon.com/A76designpodHave a question or comment, email noel@A76pod.comand connect with us on Bluesky

Agentic AI isn't coming — it's here and already changing everything.Irina Gutman, Global Leader of AI Professional Services at Salesforce, breaks down what agentic AI really is and why it's a huge leap beyond predictive and generative AI. We get into why your first AI agent should be boring (and repeatable), and why building the tech is easy compared to rewiring your people, processes, and leadership models.Irina shares why businesses need strong guardrails, real operating models, and why AI adoption without organizational readiness is a recipe for disaster. We also talk about the skills humans actually need to stay relevant, how to spot hidden risks, and why the future belongs to companies who rethink their structure — not just their tools. Key Moments: 00:00:  Irina Gutman Explains Salesforce's AI Agents03:03: Predictive, Generative, and Agentic AI — What's the Difference?05:20: How Agentic AI Thinks and Acts08:32: Chatbots vs. AI Agents: Why It Matters14:22: The 5 Building Blocks of an AI Agent18:13: Organizational Readiness: New Skills, New Roles22:26: The Right Way to Start with AI Agents26:27: Future-Proof Your AI Strategy29:53: Rethinking the Operating Model for AI32:45: Upskilling is Non-Negotiable35:14: Vendors Can Help You Be AI-Ready36:25: Rethinking Change Management for Agentic AI42:38: What's Next: Multi-Agent Collaboration48:09: Building AI Responsibly: Guardrails and Risk51:39: Real-World AI: A Standout Customer Experience  –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

It's YOUR time to #EdUpIn this episode, recorded LIVE from Ellucian LIVE 2025 in Orlando, Florida,YOUR guest is Digi Edwards, Vice President, Business Development, Strata Information Group (SIG)YOU cohost is Lacey Gerard, Director of Experience Design, EllucianYOUR host is Dr. Chris Moloney⁠, Principal Strategic Specialist, ⁠Ellucian⁠How does SIG support educational institutions without selling products?What does winning Ellucian's Partner of the Year 2024 mean for SIG?How does optimization & modernization impact student experience & enrollment?Why is change management critical when implementing new technologies?How should institutions approach AI implementation thoughtfully?Topics include:Navigating 35 years of technological evolution in higher educationUnderstanding Software as a Service (SaaS) as a subscription modelAddressing fears about AI replacing jobs through proper communicationIdentifying if institutions are "using, abusing, or refusing" their softwareSupporting institutions through comprehensive understanding of technological landscapesListen in to #EdUpDo YOU want to accelerate YOUR professional development?Do YOU want to get exclusive early access to ad-free episodes, extended episodes, bonus episodes, original content, invites to special events, & more?Then ⁠⁠⁠⁠⁠⁠BECOME AN #EdUp PREMIUM SUBSCRIBER TODAY⁠⁠ - $19.99/month or $199.99/year (Save 17%)!Want YOUR org to cover costs? Email: EdUp@edupexperience.comThank YOU so much for tuning in. Join us on the next episode for YOUR time to EdUp!Connect with YOUR EdUp Team - ⁠⁠⁠⁠⁠⁠⁠⁠⁠Elvin Freytes⁠⁠⁠⁠⁠⁠⁠⁠⁠ & ⁠⁠⁠⁠⁠⁠⁠⁠⁠Dr. Joe Sallustio⁠⁠⁠⁠● Join YOUR EdUp community at ⁠⁠⁠⁠⁠⁠⁠⁠⁠The EdUp Experience⁠⁠⁠⁠⁠⁠⁠⁠⁠!We make education YOUR business!

It's YOUR time to #EdUpIn this episode, recorded LIVE from Ellucian LIVE 2025 in Orlando, Florida,YOUR guests are Lacey Gerard, Director of Experience Design, & Bill Blackford VP of Global Talent Management, EllucianYOUR host is Dr. Chris Moloney⁠, Principal Strategic Specialist, ⁠Ellucian⁠How is the JMU-Ellucian internship program reimagining workforce development?Why is student career readiness critical for successful transitions to employment?How are ethicist & storyteller roles transforming software development teams?What role does AI play in developing innovative administrative tools?How is the program accelerating student skill development and professional growth?Topics include:Bridging the gap between college & the workforceTransforming classroom learning into practical experienceCreating a cohort-based internship modelDeveloping both technical & soft skillsAI-powered skill gap analysis toolsLearn more from this crew at #elive25 this Monday April 7, 2025 at 4:30pmET at their track session: “From the Classroom to the Boardroom"Listen in to #EdUpDo YOU want to accelerate YOUR professional development?Do YOU want to get exclusive early access to ad-free episodes, extended episodes, bonus episodes, original content, invites to special events, & more?Then ⁠⁠⁠⁠⁠⁠BECOME AN #EdUp PREMIUM SUBSCRIBER TODAY⁠⁠ - $19.99/month or $199.99/year (Save 17%)!Want YOUR org to cover costs? Email: EdUp@edupexperience.comThank YOU so much for tuning in. Join us on the next episode for YOUR time to EdUp!Connect with YOUR EdUp Team - ⁠⁠⁠⁠⁠⁠⁠⁠⁠Elvin Freytes⁠⁠⁠⁠⁠⁠⁠⁠⁠ & ⁠⁠⁠⁠⁠⁠⁠⁠⁠Dr. Joe Sallustio⁠⁠⁠⁠● Join YOUR EdUp community at ⁠⁠⁠⁠⁠⁠⁠⁠⁠The EdUp Experience⁠⁠⁠⁠⁠⁠⁠⁠⁠!We make education YOUR business!

Send us a textJoin us for a new episode featuring Suman Siva, the CEO of Marco Experiences, as he shares his inspiring journey from consultant to entrepreneur in the dynamic world of experience design with Kaleem Clarkson and guest co-host Jeff Frick! With a robust background that includes his tenure at Bain & Company and significant investment experience with SoftBank, Suman's unique blend of consulting, investing, and passion for consumer experiences has shaped his approach to building meaningful connections in the workplace.We dive deep into Suman's transition to entrepreneurship, sparked by his early experiences with startups like Scoop Technologies. His enthusiasm for technology and direct-to-consumer ventures set the stage for the creation of Marco, a platform dedicated to organizing retreats and offsites that foster genuine employee connections.Initially launched as a consumer-focused experience marketplace, Marco had to pivot to virtual events as businesses sought ways to connect remote teams during the COVID-19 pandemic. As restrictions were lifted, Marco shifted back to in-person events, where Suman emphasized the importance of creating opportunities for employee connection. With 80% of companies now operating in a hybrid model, he believes that intentional in-person interactions are crucial for building trust and camaraderie among remote teams.The significance of intentionality in designing impactful offsite experiences does not go under the table! Drawing from research conducted by industry experts like Brian Elliott and insights from the Future Forum, Suman shares with us how brief quarterly in-person interactions can significantly enhance productivity and employee engagement.As remote work continues to shape workplace dynamics, the ongoing challenges of loneliness and collaboration faced by remote employees stay present: 60% of remote workers experience connection issues!Discover more about the vital role of experience design in enhancing employee connection, the concept of a "social connection strategy," and building community within organizations. Suman's insights challenge traditional notions of workplace relationships, advocating for a community-centered approach that promotes respect and collaboration while acknowledging the diverse tapestry of individuals within the workforce.Tune in to gain valuable perspectives on how to foster genuine connections in today's remote and hybrid work environment and learn how thoughtful experience design can transform your organization's culture and performance. Whether you're a leader seeking to enhance your team's dynamics or an employee striving for deeper connections at work, it's time to put on your headphones and equip yourself with the insights and strategies needed to thrive in the modern workplace!Learn more about Suman:Suman's LinkedIn: https://www.linkedin.com/in/suman-siva-64b0712b/Marco Experiences' Webpage: https://www.marcoexperiences.com/ More about us: Remotely One's LinkedIn: https://www.linkedin.com/company/remotelyone Remotely One's Webpage: https://www.remotelyone.com/

Season 8 of Experience Imagination is here, and our first episode focuses on the importance of diversity when designing successful themed experiences. Join Audrey as she leads the conversation with influential women in the themed entertainment industry and what they've learned through their careers. It's an honor to welcome special guest Jenefer Brown, EVP and Head of Global Products & Experiences at Lionsgate, whom we had the pleasure of working with when The Hunger Games was brought to life at MOTIONGATE Dubai. Also joining is our EVP of Marketing and Branding, Toni Caracciolo, who brings over 30 years of experience in the themed entertainment space.    ABOUT THIS PODCAST: "Experience Imagination" is a Themed Entertainment Podcast presented by Falcon's Creative Group, a design studio and media house that works to create immersive experiences around the world. Learn more about us at falconscreativegroup.com   FOLLOW FALCON'S ON SOCIAL: Linkedin: linkedin.com/company/falconscreativegroup/ Instagram: instagram.com/falconscg/  Facebook: facebook.com/falconscreativegroup/  X: x.com/falconscg   The views expressed by our guests are their own and their appearance on the program does not imply an endorsement of them or any entity they represent.

I always feel a bit bad complaining about getting older, because getting older is not a privilege afforded to everyone. At the same time, getting older does present certain challenges. I was able to get a glimpse into aging the other day when I went to get my eyes examined. Turns out that the middle of the day at the eye doctor is peak time for those who are, shall we say, of a demographic much more advanced than I. It definitely was a glimpse into a future that I am steadily approaching, and makes me reflect on what it will be like to be older then. There are so many things that have increased accessibility for those who are older, designs that make life more manageable and easier to negotiate. At the same time, a lot of challenges remain, especially in a society in which technological change is fast enough to make even the most savvy feel left behind. So, clearly there is a lot of work to be done. And that is why we welcome our guest today on Experience by Design. Sheng-Hung Lee is a Doctoral student at MIT. There he is involved in the AgeLab, where they have the aim “to improve the quality of life of older people and those who care for them.” Sheng-Hung has been involved in a wide range of service design initiatives, and has a list of awards and recognitions to prove it. He also has worked at companies like Ideo as well as Continuum, and is part of organizations such as the World Design Organization and the Industrial Designers Society of America. We talked about a range of topics related to designing, systems, and aging. He talks about what brought him to the field of design out of his background in engineering. Sheng-Hung describes how we have to move from the idea of designer as hero, and work more collaboratively to address complex challenges. Part of that is the need to go beyond siloed thinking and integrate ideas from a variety of backgrounds and experiences. And we talk about the need to move beyond focusing on tangible stuff as a primary motivation, and have the space to explore, learn, and synthesize.Sheng-Hung Lee Website: https://shenghunglee.comMIT AgeLab: https://agelab.mit.edu/

Navigating the Power Core: A Strategic Approach to Customer Experience Join us as we dive deep into the world of customer experience with Shelly Chandler, a seasoned CX strategist with 25 years of experience across B2B and B2C industries. In this eye-opening episode, Shelly shares her journey from banking to diverse sectors, offering unique perspectives on leading CX transformation from within the product realm. Discover why aligning with your organization's "Power Core" is crucial for CX success, and learn how to navigate C-suite expectations by connecting CX initiatives to business objectives. Shelly also addresses common pitfalls in the CX profession and provides invaluable advice for practitioners looking to make a lasting impact. Shelly answers these questions: What is considered "product" in different industries, and why is it important? How has the role of customer experience within organizations changed in recent years, particularly in relation to the "Power Core"? What advice does Shelly give to CX professionals when starting in a new role or trying to drive change? Whether you're a CX novice or a seasoned professional, this episode is packed with actionable insights to help you elevate your CX game and drive meaningful change in your organization. Don't miss this opportunity to learn from one of the industry's most versatile experts!   Meet Shelly Shelly Chandler is a senior customer experience strategist and leader delivering proven results that increase revenue, reduce costs and solidify customer loyalty. In the specialized profession of Customer Experience that that spans all organizational functions, her career as a customer catalyst has helped companies to drive action within organizations that are ready for customer growth. Shelly especially enjoys transforming blue-sky visions into tangible, executable programs, creating strategic change with others to enhance customer experience. Shelly has worked in many different industries, adding strategic value and broad understanding of the CX profession over the past 25 years. Key verticals include B2B and B2C, Hospitality, Retail, Automotive, Transportation, Manufacturing, SaaS, and Financial Services, with brands such as PNC Bank, Wells Fargo, Moen, Penske, Walmart, Forsta, and American Tire. Specialized Skills: CX Strategy, Insights Development and Metrics, Customer Journey Mapping/Orchestration, and Experience Design are Shelly's areas of expertise, along with public speaking, coaching and volunteering. https://www.linkedin.com/in/shelly-chandler-cxleader/ shelly@evolvecxconsulting.com 704-995-7939

Change isn't just a business buzzword—it's a way of life. Jason Bloomfield, Global Head of Change and Experience Design at Ericsson, has spent over 20 years navigating the twists and turns of M&A, corporate transformations, and direct-to-consumer strategies. But his most valuable lessons didn't come from boardrooms—they came from life itself. From childhood challenges to corporate shake-ups, Jason shares how resilience, adaptability, and a little bit of humor can turn even the toughest transitions into opportunities.Key Highlights of Our Interview:0:36—It's All About Giving Back4:02—From Upper Middle Class to Crash Course in Adulting: Why Unwanted Life Experiences Can Be Your Best Teachers“I was in the middle of high school, where focus on study really needs to ramp up. Instead, I was learning home economics by necessity and dealing with my parents' rapidly deteriorating relationship.”14:04—Building Resilient Relationships: Navigating Anxiety and Fear During Mergers & Acquisitions17:26—Being human: How is it possible to scale empathy to 100,000 people across 180 countries?24:44—Navigating Company Pride: When Heritage Turns into Hurdles“It's quite a thing to come into a company that has 140, 150 years behind it. Pride can at times obscure a line of sight on the way forward.”31:11—Asking the Right Questions: The Surprising Reasons Retirees Didn't Want to Go Paperless“We thought retirees were less digitally comfortable, but it turns out it was a trust issue—without something physical, they feared companies might alter their records behind the scenes.______________________Connect with us:Host: Vince Chan | Guest: Jason Bloomfield______________________--**Chief Change Officer**--Change Ambitiously. Outgrow Yourself.Open a World of Deep Human Intelligence for Growth Progressives, Visionary Underdogs,Transformation Gurus & Bold Hearts.6 Million+ All-Time Downloads.Reaching 80+ Countries Daily.Global Top 3% Podcast.Top 10 US Business.Top 1 US Careers.>>>100,000+ subscribers are outgrowing. Act Today.

In Part 4 of our mini-series, 'How to Shape a Legacy'  we wrap up the season with a story about legacy at work. In Part 1 we started to define legacy, in Part 2 we talk what it means for business, in Part 3 we discuss legacy in culture....in Part 4, we're taking a look at the creative legacy BRC enjoys.    In this episode, our host, Maya Guice, talks to BRC Founder, Bob Rogers, about what he thinks defines legacy and how he thinks about his own legacy.  Author, speaker, filmmaker, inventor, magician, mentor, entreprenuer, thought leader....Bob understands that legacy is inheritanace. It's like they say in the musical Hamilton: Legacy is planting seeds in a garden you'll never get to see.    To learn more about Bob, visit: www.bobrogers.com    To learn more about BRC: www.brcweb.com    Special thanks to the sponsors of this miniseries, The World Experience Organization, a global institution dedicated to promoting the experience economy, improving the quality of experiences, and enhancing the opportunities for experiential creators worldwide. Learn more: www.worldxo.org 

ABOUT NATALIA OLSZEWSKA:NATALIA'S LINKEDIN PAGE: https://www.linkedin.com/in/natalia-olszewska/COMPANY WEBSITE: improntaspace.com EMAIL: gardener.natalia@gmail.comNATALIA'S BIO:Natalia is a versatile professional with a foundation in medicine and neuroscience, dedicated to applying neuroscientific principles to architectural design. She adeptly connects these two realms, striving to improve our built environment by making it more human-centered and conducive to well-being. Furthermore, Natalia is an accomplished researcher and practitioner in the field of neuroscience applied to architecture, specializing in evidence-based and neuroscience-informed design. She garnered invaluable experience during her tenure at Hume, a pioneering architectural and urban planning firm founded by Itai Palti, where she led the 'Human Metrics Lab.' Natalia lent her expertise to design projects for prestigious clients such as Arup, Skanska, HKS Architects, EDGE, the Association of Children's Museums, the Harvard University Center on the Developing Child, Google, as well as numerous individual clients.Her interdisciplinary approach transcends boundaries, allowing her to craft built environments that foster individual well-being across various dimensions - social, psychological, and cognitive. Natalia's co-founding role at IMPRONTA, a consultancy specializing in health and well-being design, underscores her commitment to leveraging neuroscience and applied sciences in architecture. Since 2020, she has also been contributing to the NAAD (Neuroscience Applied to Architecture) course at IUAV University in Venice.Natalia's educational journey is characterized by a distinctive blend of backgrounds, encompassing medicine from Jagiellonian University and Tor Vergata, neuroscience from UCL, ENS, Sorbonne, and neuroscience applied to architectural design from Università IUAV.SHOW INTRO:Welcome to the NXTLVL Experience Design podcast.EPISODE 76… and my conversation with Natalia Olszewska. On the podacast our dynamic dialogues based on our acronym DATA - design, architecture, technology, and the arts crosses over disciplines but maintains a common thread of people who are passionate about the world we live in and human's influence on it, the ways we craft the built environment to maximize human experience, increasing our understanding of human behavior and searching for the New Possible.    The NXTLVL Experience Design podcast is presented by VMSD Magazine part of the Smartwork Media family of brands.VMSD brings us, in the brand experience world, the International Retail Design Conference. The IRDC is one of the best retail design conferences that there is bringing together the world of retailers, brands and experience place makers every year for two days of engaging conversations and pushing the discourse forward on what makes retailing relevant. You will find the archive of the NXTLVL Experience Design podcast on VMSD.com.Thanks also goes to Shop Association the only global retail trade association dedicated to elevating the in-store experience. SHOP Association represents companies and affiliates from 25 countries and brings value to their members through research, networking, education, events and awards. Check then out on SHOPAssociation.orgOn this episode I connect with Natalia Olszewska is a versatile professional with a foundation in medicine and neuroscience, dedicated to applying neuroscientific principles to architectural design. We'll get to all of that in a moment but first though, a few thoughts…                 *                                  *                                  *For a while now I have had a fascination with the connection between buildings and brains. While I loved psychology, and studied it before getting into architecture school, it occurred to me in the middle of the 20-teens that buildings, or the environments we design and build, have a direct effect on our psychology. There are places in which we feel good or bad or uneasy or exhilarated, or a sense of awe or agitation. There are places where we feel calm, and others that make me feel ill at ease. And all of those feelings have a body sense to them as well. Heart rises or decreases. I sweat more or less. My chest feels tight or relaxed.  Cortisol, adrenaline, norepinephrine, serotonin, dopamine, and other neurochemicals and hormones are released and coursing through my body as I experience places. And many of these hormones and neurochemicals being released into my blood stream I have little control over. My brain-body reacts to environmental stimuli and biochemistry does its thing.Buildings may make me feel certain way, induce certain emotions, that we may think are just about your thoughts, brain activity, but at the core, our body too is in a relationship with conditions in the environment.We feel architecture with our bodies, we don't just intellectually experience them in our heads. The experience of buildings, and our emotional reactions to them, is as much a ‘bottom-up process' - our body's sensory processes taking in stimuli from the environment - as a ‘top-down' process – our brains processing that sensory information and making decisions about who we should behave in response to them.Our bodies and brains are in continual dialogue with the world around us. In fact, through a process of neuro plasticity, our brains are wired partly in response to our experiences. Yes we are hard wired through our millions of years of evolution to have what we consider innate responses to the environment and then there are those neuronal connections that area direct result of experiences in the here and now. As you listen to this podcast, your brain is creating new wiring shaping the neural pathways that allow for learning and behaviors.And as we repeatedly experience something, those pathways are reinforced facilitating understanding. Those pathways recognize patterns in our experiences, and they are codified so that when we experience them again our brains are not continually trying to decipher every element anew. If it weren't for our brain's ability of recognize patterns and anomalies in them, we would live a life of extreme ground hog day and would likely be immobilized with the processing necessary to analyze every element we encounter every moment of every day. Over millions of years some of these patterns have become deeply ingrained in our neurobiology. They are part of our brain structures that allow us to react instinctually. You might say that some of them operate ‘below the radar' of our conscious awareness. But because they are not front row center in our awareness doesn't mean that they don't have an influence of our mindbody state.Colors, lighting, materials, geometries, visual patterns and spatial arrangements, to name of few, have an effect on us. We might not necessarily pay attention to these elements of our environment as we move through it, but they have an effect on us. We may not consciously feel the influence of these things, but the effects are there, nevertheless. Acute angles, loud sounds, bright fluorescent lights, certain colors and texture patterns, repetitive and banal patterns, things devoid of detail and out of scale with our human body all have an effect on our sense of well-being. University of Waterloo cognitive neuroscientist Colin Ellard has worked for more than three decades in the application of psychology and neuroscience to architectural and urban design. His work illustrates the impact of ‘boring buildings' on how we feel and our sense health and well-being. We humans, it turns out, function and feel better in environments of physical and visual intricacy. We seek our variety and complexity, layered environments that pique our curiosity and sense of intrigue. And yet…far too many of our built environments at simply banal.Ellard says the  - “The holy grail in urban design is to produce some kind of novelty or change every few seconds,” “Otherwise, we become cognitively disengaged.”Imagine for a moment what is happening inside our mind-bodies when we live 8 + hours in a sea of detail-less white cubicles under a blanked of fluorescent lights. We might think this is an efficient office space, but we are creating brain numbing environments and at the same time asking people to reach optimal performance in the workplace. We may wish hotels guests a good night sleep on a heavenly bed and then we fill the room with light that completely counteracts the production of melatonin telling our brain that it is still daytime and to stay alert.And… we have built city block after city block of repetitive, banality. Efficient to build, very economical yes, but a boredom inducer for the brain.Now this doesn't mean that every environment needs to be a rollercoaster for the senses nor be pristine and bucolic. In fact, some environments are better because they are well…messier. Charles Montgomery, author of Happy City: Transforming Our Lives Through Urban Design suggest that successful design is about “shaping emotional infrastructure.” Montgomery argues that some of the happier blocks in New York are “kind of ugly and messy.” The energy of New York can be both energizing and exhausting.It would be perhaps unfair to heap the responsibility for inhabitants' psychological and physical well-being entirely on buildings but given that we now spend the overwhelming proportion of our days enclosed in them, it stands to reason that they have a clear effect on how we feel. For whatever it's worth, Aarhus, Denmark is the world's happiest city, according to the London-based Institute for Quality of Life's 2024 Happy City Index. The Institute for the Quality of Life identified five categories it believes have the most direct impact on happiness, including citizens, governance, economy, mobility and environment.Based on these factors, Aarhus, Denmark, achieved the highest score, particularly excelling in governance and the environment. I think Copenhagen also held the title at some point I believe due to its building stock being human scale, detailed and varied engendering intrigue and visual delight.And this is where this episode's guest Natalia Olszewska comes into the story.Natalia went to medical school but always had a fascination with architecture. When on a trip to the Venice Biennale it clicked for her that she could combine both of these interests considering that neuroscience could be linked to how buildings make us feel.The rest as they say is history…Natalia adeptly connects these two realms, striving to improve our built environment by making it more human-centered and conducive to well-being. Natalia is an accomplished researcher and practitioner in the field of neuroscience applied to architecture, specializing in evidence-based and neuroscience-informed design.Her interdisciplinary approach transcends boundaries, allowing her to craft built environments that foster individual well-being across various dimensions - social, psychological, and cognitive. Natalia's co-founding role at IMPRONTA, a consultancy specializing in health and well-being design, underscores her commitment to leveraging neuroscience and applied sciences in architecture. Since 2020, she has also been contributing to the NAAD (Neuroscience Applied to Architecture) course at IUAV University in Venice a city that is most definitely not boring…                 *                                  *                                  *ABOUT DAVID KEPRON:LinkedIn Profile: linkedin.com/in/david-kepron-9a1582bWebsites:  https://www.davidkepron.com    (personal website)vmsd.com/taxonomy/term/8645  (Blog)Email: david.kepron@NXTLVLexperiencedesign.comPersonal Instagram: https://www.instagram.com/davidkepron/NXTLVL Instagram: https://www.instagram.com/nxtlvl_experience_design/Bio:David Kepron is a multifaceted creative professional with a deep curiosity to understand ‘why', ‘what's now' and ‘what's next'. He brings together his background as an architect, artist, educator, author, podcast host and builder to the making of meaningful and empathically-focused, community-centric customer connections at brand experience places around the globe. David is a former VP - Global Design Strategies at Marriott International. While at Marriott, his focus was on the creation of compelling customer experiences within Marriott's “Premium Distinctive” segment which included: Westin, Renaissance, Le Meridien, Autograph Collection, Tribute Portfolio, Design Hotels and Gaylord hotels. In 2020 Kepron founded NXTLVL Experience Design, a strategy and design consultancy, where he combines his multidisciplinary approach to the creation of relevant brand engagements with his passion for social and cultural anthropology, neuroscience and emerging digital technologies. As a frequently requested international speaker at corporate events and international conferences focusing on CX, digital transformation, retail, hospitality, emerging technology, David shares his expertise on subjects ranging from consumer behaviors and trends, brain science and buying behavior, store design and visual merchandising, hotel design and strategy as well as creativity and innovation. In his talks, David shares visionary ideas on how brand strategy, brain science and emerging technologies are changing guest expectations about relationships they want to have with brands and how companies can remain relevant in a digitally enabled marketplace. David currently shares his experience and insight on various industry boards including: VMSD magazine's Editorial Advisory Board, the Interactive Customer Experience Association, Sign Research Foundation's Program Committee as well as the Center For Retail Transformation at George Mason University.He has held teaching positions at New York's Fashion Institute of Technology (F.I.T.), the Department of Architecture & Interior Design of Drexel University in Philadelphia, the Laboratory Institute of Merchandising (L.I.M.) in New York, the International Academy of Merchandising and Design in Montreal and he served as the Director of the Visual Merchandising Department at LaSalle International Fashion School (L.I.F.S.) in Singapore.  In 2014 Kepron published his first book titled: “Retail (r)Evolution: Why Creating Right-Brain Stores Will Shape the Future of Shopping in a Digitally Driven World” and he is currently working on his second book to be published soon. David also writes a popular blog called “Brain Food” which is published monthly on vmsd.com. The next level experience design podcast is presented by VMSD magazine and Smartwork Media. It is hosted and executive produced by David Kepron. Our original music and audio production by Kano Sound. The content of this podcast is copywrite to David Kepron and NXTLVL Experience Design. Any publication or rebroadcast of the content is prohibited without the expressed written consent of David Kepron and NXTLVL Experience Design.Make sure to tune in for more NXTLVL “Dialogues on DATA: Design Architecture Technology and the Arts” wherever you find your favorite podcasts and make sure to visit vmsd.com and look for the tab for the NXTLVL Experience Design podcast there too. The next level experience design podcast is presented by VMSD magazine and Smartwork Media. It is hosted and executive produced by David Kepron. Our original music and audio production by Kano Sound. The content of this podcast is copywrite to David Kepron and NXTLVL Experience Design. Any publication or rebroadcast of the content is prohibited without the expressed written consent of David Kepron and NXTLVL Experience Design.Make sure to tune in for more NXTLVL “Dialogues on DATA: Design Architecture Technology and the Arts” wherever you find your favorite podcasts and make sure to visit vmsd.com and look for the tab for the NXTLVL Experience Design podcast there too.

"If you have a dream, it you can't just kind of follow it and expect it to happen. You have to chase it aggressively." Notable Moments 00:46 Collaboration between creative visionaries and operational experts creates a magical experience. 05:33 Guests seek unique experiences and heartwarming stories. 06:37 Imagineers need curiosity, collaboration, teamwork, and business acumen. 10:38 Imagineering offers diverse creative opportunities across 115 disciplines. 13:18 Unexpected delights and special gestures enhance the experience. 17:43 Embracingo new opportunities as an author and speaker. Bob Weis, former President of Walt Disney Imagineering, knows a thing or two about blending creativity and operations to create everyday magic. He joins to talk about transforming dreams into reality through teamwork, storytelling, and surpassing guest expectations. Read the blog for more about blending operations and experience design to create everyday magic. Connect with Bob Weis www.bobweis.com Order the book – Dream Chasing Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

In this episode of AI, Government, and the Future, host Max Romanik is joined by Geoff Thatcher, Founder & Chief Creative Officer at Creative Principals and author of The CEO's Time Machine, to explore how AI is transforming experience design and storytelling in government and public spaces. They discuss practical approaches to integrating AI that prioritize meaningful connections over technological novelty, while examining the challenges and opportunities in creating personalized, scalable experiences.

Did you know that you are hard-wired to experience different spaces and design in your own way? On today's podcast, Richard Fleming shares how designing to the five senses provides the ultimate design experience, and how to design spaces for productivity, comfort and inspiration. BACK STORY Richard Fleming is a neuro-architect, innovator, and entrepreneur for 20+ years creating transformative, people-centric environments that engage all the human senses. He is committed to creating user experiences (UX) that challenge traditional paradigms and lead to innovation and positive human approach. He designed over 10K built projects for international powerhouse brands such as the Walt Disney Company, Apple, Starbucks, Ferrari, the City of London, UCLA, and real estate developer the Irvine Company. Richard is an awarding winning innovator and, as Principal Architect for Walt Disney Co, received the prestigious Spirit of Disney Award, recognizing his outstanding business contributions to the company's innovations, values, and culture. Richard co-founded Ryzzz, a wearable/portable device that uses AI to gamify cognition/neuroscience and circadian rhythms, earning him recognition as one of the Top 8 Tech Stars and advisory member of IntelliTwin, a healthcare and information technology product recognized as a Top 5 Finalist in the Innovations in Artificial Intelligence in Medicine (AiMed) International Conference. He is a member of the Salk Institute: Cognitive Sciences, the Academy of Neuroscience for Architecture. Richard is also an author, keynote speaker, and frequent media commentator, working on his new book exploring the intersections of architecture and neuroscience. Richard's boundless enthusiasm and talent for science and design innovation hones his experience working in diverse cultural hubs such as California, London, Milan, and Paris.   Website: richardflemingarchitect.com Instagram: @fleming.neuroarchitect LinkedIn: Richard T. Fleming, Neuro Architect     SUBSCRIBE TO ICONIC HOUR If you enjoyed today's podcast, I'd be so appreciative if you'd take two minutes to subscribe, rate and review ICONIC HOUR. It makes a huge difference for our growth. Thanks so much!   ICONIC LIFE MAGAZINE  Stay in touch with ICONIC LIFE magazine. We invite you to join our digital VIP list and SUBSCRIBE!   JOIN OUR ICONIC COMMUNITY Website: iconiclife.com Instagram: @iconiclifemag Facebook: Iconic Life YouTube: ICONIC LIFE   FOLLOW RENEE DEE Instagram: @iconicreneedee LinkedIn: Renee Dee   Thanks for being a part of our community to Live Beautifully.