Podcasts about experience strategy

In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Dave Norton, and Joe Pine discuss fashion group Zara's innovative travel mode, which allows users to shop for products while traveling. They explore the concept of 'modes'—temporary mindsets and behaviors that influence customer experiences—and how Zara's travel mode can enhance customer engagement. The conversation delves into the importance of context, opportunities for improvement, and the potential for community building through social media. The hosts emphasize the dynamic nature of modes and the need for behavioral science to further explore this concept. Takeaways Zara's travel mode allows shopping while traveling. Modes are temporary mindsets that influence behavior. Travel mode operates without internet access, enhancing usability. Anticipating customer context is crucial for effective modes. Supporting customer modes can create more buying opportunities. Zara's travel mode is a key conversion strategy. Leveraging community and social media can enhance customer experience. Zara should focus on its strengths in fashion. Behavioral science should study modes more extensively. The dynamic nature of modes offers opportunities for brands. Chapters 00:00Exploring Zara's Travel Mode Initiative 06:01Understanding Human Modes vs. Technology Modes 08:45The Importance of Context in Customer Experience 14:49Evaluating the Effectiveness of Zara's App Features 17:43Leveraging Community and Social Media for Engagement 20:47The Role of Behavioral Science in Understanding Modes 26:46Future Directions and Listener Engagement

In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss a Wall Street Journal article written by Jennifer Williams about retail, focusing on how major brands are intentionally slowing down the shopping experience to enhance customer engagement. They explore the importance of creating meaningful experiences, the lessons learned from Toys R Us, and the need for authenticity in retail strategies. The conversation emphasizes measuring success beyond traditional sales metrics and highlights the future of experience-led brands. Takeaways The longer someone spends in a store, the more likely they are to convert into a purchaser. Retailers are adding experiences to encourage customers to linger longer. Time well spent is a key concept in enhancing customer experience. Experiences must be meaningful and relevant to the brand. Toys R Us failed to create relevant experiences for their target audience. Lego gets it. Camp.com gets it. Retail success should be measured by time value, not just sales per square foot. Authenticity in brand experiences is crucial for customer loyalty. Walmart is evolving to compete with experiential brands. Experience-led brands can charge for their unique offerings. Read More: https://www.wsj.com/articles/shop-slow-spend-more-the-retailers-hoping-that-customers-linger-0c87ea24?st=etbsMd&reflink=desktopwebshare_permalink https://camp.com Register for the free membership in the Collaboratives here: https://www.thecollaboratives.com/contest Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com

On this episode of Human Centered, host Nick Brunker welcomes Nick Yecke, Executive Director of Experience Strategy at VML, to explore the fascinating evolution of customer experience (CX). Inspired by Yecke's recent article in eXp Magazine, they chart a course through CX's history, from the early "Service Era" and "Satisfaction Era" through the "Relationship Era" and the current "Experience Economy." The conversation then dives deep into what Yecke terms the "Predictive and Autonomous Era," where AI, data analytics, and automation are set to reshape how businesses anticipate and fulfill customer needs proactively. They discuss key pillars like hyper-personalization, AI-driven self-service, emotion and context recognition, "Invisible CX," and the critical importance of ethical considerations and trust in this new landscape. Tune in to understand how the lessons of the past are shaping a future where CX becomes more intuitive, efficient, and deeply human-centered.You can read Nick Yecke's article, "Looking Back, Looking Forward," in eXp Magazine here, beginning on page 48.

In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss Tony Bates article in Fortune Magazine on the intersection of empathy, AI, and customer experience. They explore how empathy is often seen as a critical component in business interactions, especially in the context of AI's role in enhancing customer service. The conversation delves into the nuances of sympathy versus empathy, the importance of emotional jobs in customer interactions, and the need for businesses to differentiate themselves through human elements in an increasingly automated world.  Chapters 00:00 Introduction to Experience Strategy Podcast 01:50 The Role of Empathy in AI and Business 06:43 Sympathy vs. Empathy in Customer Experience 12:12 Emotional Jobs and AI's Role 14:55 Human Element as a Differentiator 20:56 The Future of AI and Experience Strategy Read more here: https://fortune.com/article/ai-empathy-business-customer-loyalty-tech/?utm_source=search&utm_medium=suggested_search&utm_campaign=search_link_clicks Register for the free membership in the Collaboratives here: https://www.thecollaboratives.com/contest Sign up for the Experience Strategist Substack here:  https://theexperiencestrategist.substack.com  

Summary In this episode, the hosts discuss the upcoming book 'The Transformation Economy' by Joe Pine, exploring the readiness of the world for transformation, the role of technology, and the importance of creating experiences that lead to lasting change. They delve into the nuances of transformation, including the distinction between temporary and permanent changes, the interconnection between experiences and transformations, and the need for businesses to adapt their models to support customer outcomes. The conversation highlights the exciting potential for transformation in various industries and the importance of collaboration in achieving meaningful change. Takeaways The world is now ready for The Transformation Economy. Transformation is a big word, often scary. We only ever change through our experiences. Create the experience of transformation, not the promise. Temporary transformation is a type of transformation. You can't transform without experiences. Charge for the outcomes your customers achieve. Transformation requires follow-through and support. The future of transformation is super exciting. We need a chief transformation officer focused on customers.   Chapters 00:00 Introduction to the Transformation Economy 02:58 The Readiness for Transformation 06:00 The Role of Technology in Transformation 09:04 Personal Experiences and Transformation 12:08 Understanding Transformation: Temporary vs Permanent 14:55 The Interconnection of Experiences and Transformations 17:54 Levels of Experiences and Their Impact 20:50 Sustaining Transformation 24:00 Business Models for Transformation 27:13 The Future of Transformation Strategy  

Customer experience strategy isn't just a buzzword — it's the secret to growing a loyal customer base, reducing service costs, and optimizing your business operations. In this episode, we sit down with Ryan Rael, founder of Tight Ship CX and a certified customer experience professional, to unpack what it takes to transform the way businesses engage with their customers.Whether you're a small business owner, SaaS leader, or CX manager, this conversation is packed with practical answers to the biggest questions brands face today. From redefining the difference between customer experience vs. customer service, to pinpointing operational breakdowns that hurt the customer journey, Ryan helps you identify blind spots and move toward proactive, customer-centered strategies.With real-world examples from airlines, retail, and tech companies, Ryan shows how AI in customer experience and smart process improvements can boost customer retention, eliminate inefficiencies, and help you build raving fans — not just satisfied customers.This episode provides insight and wisdom for business leaders asking:Why are my leads not converting?How do I reduce the cost-to-serve?What does it really mean to deliver a great customer experience?How can I use customer feedback to improve our offering?If you're searching for the missing link in your growth or wondering how to turn customers into lifelong advocates, this podcast has the answers.⏰ Timestamps:0:00 - Intro0:34 - Who is Ryan Rael and what is Tight Ship CX?2:15 - What is customer experience strategy (vs. customer service)?4:08 - Common mistakes in small business CX6:01 - Process inefficiencies that hurt the customer8:42 - Real SaaS case study: improving conversion11:22 - Airlines & understanding your customer base13:40 - How to go deeper with customer needs15:32 - Tools and AI in customer experience17:44 - Final thoughts + how to connect with RyanTo check out the YouTube (video podcast), visit: https://www.youtube.com/@drchrisloomdphdDisclaimer: Not advice. Educational purposes only. Not an endorsement for or against. Results not vetted. Views of the guests do not represent those of the host or show. Click here to join PodMatch (the "AirBNB" of Podcasting): https://www.joinpodmatch.com/drchrisloomdphdWe couldn't do it without the support of our listeners. To help support the show:CashApp- https://cash.app/$drchrisloomdphdVenmo- https://account.venmo.com/u/Chris-Loo-4Spotify- https://podcasters.spotify.com/pod/show/christopher-loo/supportBuy Me a Coffee- https://www.buymeacoffee.com/chrisJxClick here to schedule a 1-on-1 private coaching call: https://www.drchrisloomdphd.com/book-onlineClick here to check out our bookstore, e-courses, and workshops: https://www.drchrisloomdphd.com/shopClick here to purchase my books on Amazon: https://amzn.to/2PaQn4pFor audiobooks, visit: https://www.audible.com/author/Christopher-H-Loo-MD-PhD/B07WFKBG1FFollow our YouTube channel: https://www.youtube.com/chL1357Follow us on Twitter: https://www.twitter.com/drchrisloomdphdFollow us on Instagram: https://www.instagram.com/thereal_drchrislooFollow us on Threads: https://www.threads.net/@thereal_drchrislooFollow us on TikTok: https://www.tiktok.com/@drchrisloomddphdFollow our Blog: https://www.drchrisloomdphd.com/blogFollow the podcast on Spotify: https://open.spotify.com/show/3NkM6US7cjsiAYTBjWGdx6?si=1da9d0a17be14d18Subscribe to our Substack newsletter: https://substack.com/@drchrisloomdphd1Subscribe to our Medium newsletter: https://medium.com/@drchrisloomdphdSubscribe to our LinkedIn newsletter: https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=6992935013231071233Subscribe to our email list: https://financial-freedom-podcast-with-dr-loo.kit.com/Thank you to all of our sponsors and advertisers that help support the show!Financial Freedom for Physicians, Copyright 2025

In this episode of the Experience Strategy Podcast, hosts Joe Pine, Aransas Savas, and Dave Norton discuss the Wall Street Journal article about Cracker Barrel's recent transformation efforts aimed at attracting younger customers while retaining their core base. They explore the challenges and opportunities of modernizing a legacy brand, emphasizing the importance of experience strategy over mere aesthetic changes. The conversation highlights the role of employees in successful transformations, the impact of economic factors on customer behavior, and innovative ideas for enhancing the dining experience. Cracker Barrel is attempting to modernize while retaining its nostalgic appeal. Transformations often fail when they ignore the core customer base. Experience should lead brand decisions, not the other way around. Employee involvement is crucial for successful transformations.  Economic changes can create opportunities for brands like Cracker Barrel. Experience strategy can be a powerful tool in attracting customers. Innovative dining experiences can differentiate a brand. Understanding customer needs is essential for effective transformation. Merchandising strategies can enhance the overall experience.   Chapters 00:00 Introduction to Experience Strategy Podcast 01:05 Cracker Barrel's Transformation Journey 04:05 Understanding Cracker Barrel's Nostalgia and Experience 08:10 The Role of Aesthetics in Experience 10:06 Employee Engagement in Transformations 14:07 Navigating Economic Challenges and Customer Needs 18:04 Innovative Ideas for Enhancing Customer Experience 20:16 Conclusion and Future Insights

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

Get More New Church Guests from Facebook and Instagram Ads - Schedule a Free Discovery Call: https://go.churchcandy.com/new-guests How does one of the fastest-growing churches in the world make new guests feel welcomed and seen? In this episode, I sit down with Larry Brey, associate pastor at Elevation Church, to uncover the guest experience and follow-up strategy that has helped them connect with thousands of new visitors.We break down the exact steps Elevation takes to ensure first-time guests feel at home and how any church—big or small—can apply these principles to grow and retain their congregation.

There is no doubt about it, we are living in some strange times. In November of 2024, New Jersey citizens began reporting sightings of strange drone-like objects lingering over their neighborhoods, bodies of water and even over military bases. Since that time, the department of defense has received over 5,000 reports of unidentified aerial phenomenon (UAP). To make matters worse, government officials have been anything but transparent about what's going on and have downplayed what appears to the American public like either a security threat or an alien invasion.Many of the reports, even from the experts, are suggesting that the size of these UAP's is much larger than common drones, many reports suggest they are the size of cars. Their peculiar movements are also inexplicable and not like common aircrafts.Social media and talking heads have had a field day with this of course, but on today's show, want to look at the history of this technology and then look for instances within scripture where we find examples of “UAP's” and then try and draw some hyposthesis about what we are seeing in our news cycle and in our skies.Pastor Brandon Briscoe, the provost of Living Faith Bible Institute, has invited Brian Bustos on the show for today's conversation. Brian is an instructor at the Living Faith Bible Institute and also the Director of Experience Strategy at one of Fortune's top 100 innovative companies, where he focuses heavily on emerging technologies like genAI.Visit https://lfbi.org/learnmore

James and Nik are joined by Dr David Willows and Suzette Parlevliet of Yellow Car, as they discuss experience strategy and it's emerging importance/influence in the world of education. Expect authoritative insights and some great parallels from the expert duo.

In the latest episode of the CX Innovators podcast, Batteries Plus COO Jon Sica shares insight with RetailCustomerExperience.com editor Judy Mottl about the brand's strong growth and customer experience strategy.Sica joined Batteries Plus just about six years ago as the chief strategy and development officer, then moved into the role of chief business officer and became COO in early 2024. He leads a powerhouse team that includes the chief franchising officer, chief information officer, chief technology officer and chief growth officer.Batteries Plus achieved a 23.7% year-over-year increase in total systemwide commercial sales for October 2024 and franchise commercial sales grew by 24.4%, setting a new all-time monthly record. October's systemwide commercial sales marked nearly 20% growth year-over-year. Its franchise network that has reached over 800 store locations in operation and development nationwideSubscribe to Networld Media Group's YouTube channel to keep up with the latest CX Innovators podcasts. You can also find all RetailCustomerExperience.com podcasts here as well.

Anisha Chopra is the Senior Director of Experience Strategy at Chief where she has played a pivotal role in scaling the organization to become the largest network for senior executive women. With a background in strategy and operations at Morgan Stanley and a degree in government with a focus on economics and peace and conflict studies from Cornell University, Anisha brings a wealth of expertise in fostering diverse and inclusive environments. Notably, she has been the driving force behind the launch of an accelerator supporting women and diverse entrepreneurs called the Inclusive Venture Lab. Anisha's commitment to creating positive change is further demonstrated through her volunteer work with the Focus Forward Project, where she helps individuals charged with federal crimes acquire essential life skills for successful reentry.    The key moments in this episode are:  00:02:13 - Anisha's Career Journey  00:05:40 - Impact of Women's Leadership Networks  00:10:43 - Trends in Diversity at the Top  00:16:01 - Impact of the Next Administration on Women in Leadership  00:23:21 - Embracing Ambiguity and the Impact of AI  00:27:58 - Surfacing Trade-Offs    Connect with Anisha Chopra Website: chief.com Instagram: @anishachopra Linkedin:   linkedin.com/in/anisha-chopra-02656b2b   Connect with Amina AlTai Website: aminaaltai.com Instagram: @aminaaltai TikTok: @theaminaaltai Linkedin:   linkedin/in/aminaaltai

Ranked #1 by ACSI in multiple categories for the second year, Samsung is raising the bar in customer care. From proactive solutions with SmartThings to AI-powered multilingual support, Samsung is redefining what it means to put the customer first. Their Beyond Boundaries program takes service to even the most remote areas, while their 10,000-strong team of passionate employees ensures every interaction feels personal and meaningful. Mark Williams, Head of Customer Care at Samsung Electronics America, leads the charge in combining innovation and empathy to deliver exceptional customer experiences. Under his leadership, Samsung's approach integrates cutting-edge technology with a culture that empowers employees to go above and beyond for customers. Tune in to discover why customer experience is part of Samsung's DNA and how their approach creates loyalty for life. Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.

Send us a textWant to build a business that doesn't just survive but thrives? Then you've got to listen to this episode of the Master Your Business Podcast! I sat down with customer experience expert Ian Golding, and boy, did he deliver the goods.We dug deep into how you can create an amazing customer experience that keeps your clients coming back for more. Think of it as building a relationship, not just closing a sale.Here's what you can expect:(10:21) What the heck is customer experience, anyway? And why should you care? (Hint: It's all about making your customers happy and growing your business.)(14:56) Why feelings matter more than you think. We're not robots, people! Ian explains why the emotional connection is key to creating a truly memorable experience.(19:47) The "Find-Win-Keep" strategy. It's a game-changer! Learn why focusing on keeping clients is just as important as finding new ones.(30:09) Creating a customer experience strategy that actually works. Don't worry, it's not rocket science. Ian breaks it down into simple steps you can take today.(52:06) Mapping your customer journey. Sounds complicated, right? Wrong! Discover a super simple way to understand your client's experience.(1:01:14) Ditch the "onboarding" jargon! It's time to reimagine how you welcome new clients.This episode is packed with actionable advice, real-world examples, and a whole lot of "aha!" moments. It is perfect for coaches, consultants, and service providers who are ready to take their business to the next level.Listen to the full episode now!

On this episode of Human Centered, host Nick Brunker, Group Director of Experience Strategy at VML, dives into the evolving landscape of holiday shopping just as Black Friday approaches. Joined by Michelle Baumann, VML's Chief Strategy Officer, they explore how brands are navigating what promises to be the most channel-diverse and technologically advanced shopping season yet.Discover strategies for handling compressed commerce, leveraging social platforms for enhanced customer engagement, and maintaining service quality during high-volume periods. Michelle shares insights from VML's "Power of Peak" report, which highlights the transformation from a single-day shopping event to an extended season that reshapes customer expectations and behaviors.Tune in to learn about managing AI-powered interactions, creating seamless omnichannel experiences, and optimizing mobile shopping. Whether you're a CX professional or a curious consumer, this episode offers valuable takeaways for delivering exceptional experiences during retail's most demanding season.

In today's episode of the HR Leaders Podcast, we welcome Kalifa Oliver, Director of Employee Experience Analytics at Ford and author of "I Think I Love My Job." Kalifa explores the broader concept of employee experience beyond just engagement, emphasizing the need for organizations to rethink how they design policies and processes to truly support their workforce.

In the latest episode of The Experience Strategy Podcast, we're dismantling traditional market segmentation and rebuilding it with the revolutionary concept of situational markets. Dave Norton, our experience futurist, gives us a sneak peak into his upcoming book that's set to redefine how we create value. Joined by industry veteran John Gusiff, we discuss the power of jobs-to-be-done research, the limitations of demographic-based personas, and the critical importance of understanding evolving customer needs. From leveraging qualitative data to scale situational strategies, to anticipating your customers' future selves, this episode is packed with game-changing ideas for forward-thinking experience strategists. For access to the transcripts for the episode, click here.

In our modern world, technology evolves so rapidly that we often don't even take notice anymore. Technology is so integrated into our daily lives that it's rare for us to take notice of it and even harder to be knowledgeable and circumspect about all the ways in which our lives are affected by the subtleties of these advancements. As Bible believing Christians, we should be asking the hard questions about how technology is impacting our families, our ministry and our outlook on the world. On today's show, we discuss the implications of artificial intelligence and the development of technology that is so life-like that we begin to believe it's "human." We will ask, is it possible for technology to become sentient? What are the ontological implications of transhumanism? What is the singularity and why should I understand its ambitions?  For this topic, Brandon Briscoe chats with Brian Bustos on the topic of human consciousness and a biblical worldview. Brian is an instructor in Living Faith Bible Institute and Director of Experience Strategy at one of Fortune's top 100 innovative companies, where he focuses on emerging technologies. In our episode, he will help us to understand why God's creation is uniquely complex compared to AI and why we can trust that his truths will help us navigate the dystopian realities of our contemporary world. Visit https://www.lfbi.org/learnmore

In this episode of the Experience Strategy Podcast, we're joined by Dr. David Willows and Suzette Parlevliet, co-founders of [YELLOW CAR], the world's leading experience strategy and consultancy firm for schools. David and Suzette share their insights on transforming education through the lens of experience strategy, discussing the unique challenges and opportunities in the international school landscape. They introduce the Felt Experience Indicator, a tool developed by [YELLOW CAR] to help schools measure and understand the experience of their community members, fostering a culture of listening, feedback, and continuous improvement. With their diverse backgrounds and dedication to making experience strategy accessible to schools worldwide, David and Suzette are committed to helping educational institutions align mission, experience, and impact, ultimately redefining success and creating meaningful value propositions that resonate with their target audiences.  For access to the transcripts of this episode, click here.

What is the customer experience (CX) strategy for the US Department of Veterans Affairs? How has VA increased its Trust Index? What is the VA doing to enhance its employee experience? Join host Michael J. Keegan as he explores these questions and more with John Boerstler Chief Veterans Experience Officer at VA. Listen to the […]

What is the customer experience (CX) strategy for the US Department of Veterans Affairs? How has VA increased its Trust Index? What is the VA doing to enhance its employee experience? Join host Michael J. Keegan as he explores these questions and more with John Boerstler Chief Veterans Experience Officer at VA. 

What is the customer experience (CX) strategy for the US Department of Veterans Affairs? How has VA increased its Trust Index? What is the VA doing to enhance its employee experience? Join host Michael J. Keegan as he explores these questions and more with John Boerstler Chief Veterans Experience Officer at VA.  Learn more about your ad choices. Visit podcastchoices.com/adchoicesSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Episode 92 Revisited as The #1 Shared & Discussed of 2023   Join Tacey and her special guest, Author, Speaker and CEO of CX Journey Inc., Annette Franz, as they discuss "The Building Blocks of a Customer Experience Strategy." Annette has nearly three decades of experience inspiring and elevating organizations and teams. Between Annette and Tacey, this episode brings you over seven decades of experience building teams and organizations to become customer-centric. Annette defines what customer-centric and employee-centric mean and how employee experience ultimately drives the customer experience. She also explains how we go about building and strengthening that connection. Annette covers some of the building blocks needed to build a customer experience strategy and how customer understanding is vital. She also shares three ways to achieve that customer understanding. Annette is also giving us a free assessment organizations can take to assess how customer-centric they currently are. The link to that will be below.   Timestamps: 05:29: Defining Customer-Centric Culture 09:01: Customer Experience vs. Employee Experience 12:59: Building a Customer-Centric Organization: Foundational Elements 19:30: The Importance of Customer Understanding 22:10: Free Assessment for Assessing Customer-Centric Culture   Annette's Contact Information: Website: https://annettefranz.com/ LinkedIn: https://www.linkedin.com/in/annette-franz/ Free Assessment: https://annettefranz.com/assessment/   Tacey's Contact Information:  Website and Social Media Links: www.taceyatkinson.com   Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future. Remember: Customer Centric Cultures Create Magical Customer Experiences. Now Go Spread the Magic!

In this episode of Human Centered, host Nick Brunker and co-host, Karen Boswell -- VML's Chief Experience Officer in EMEA -- are joined by Ed Beard, Marci Le Gaufey, and Andy Wardlaw. They dive deep into the concept of human investment and organizational psychology, discussing how to build teams and organizations with a human-centered approach.The group shares their experiences and insights on fostering cultures of innovation and collaboration amidst disruption and change. They explore the importance of employee engagement, motivation, and well-being in building successful companies and brands. Listen in as they discuss tangible steps leaders can take to enhance these elements and the consequences of not addressing these issues in today's dynamic work environment.Host: Group Director, Experience Strategy, VML - Nick BrunkerCo-Host: CXO EMEA, VML - Karen BoswellGuest: Director, Digital and Creative Operations adam&eveDDB - Marci Le GaufeyGuest: Certified Business Psychologist, Liminal Store - Ed BeardGuest: Global Managing Director, Tech & Innovation at The Talent Business - Andy WardlawWe'd love to hear your feedback! Email the show: humancentered@vml.com. To learn more about the CX practice at VML, visit vml.com

S02E09 (#319). A linkshow. James and Per discuss two articles that have caught their attention. The articles in this episode are about pragmatic discovery; delivering value to projects, and how UX Strategy should focus on, understand, and design, across all touchpoints, for the users – Experience strategy.

On this episode of Human Centered, Nick Brunker and Karen Boswell, VML's Chief Experience Officer in EMEA, discuss the future of CX in 2024. They explore the potential impact of generative AI on businesses, evolving regulations around AI technology, and the importance of investing in talent. Karen introduces the concept of Return on Human Investment (ROHI) as a key inclusion metric. Plus, they also predict the changing nature of the workplace and emphasize the power shift towards employees. Finally, they discuss how physical and psychological artifacts shape organizational culture and inclusivity.Read Karen's full article about featuring her "24 Ponderings for 2024" here.Host: Group Director, Experience Strategy, VML - Nick BrunkerGuest: Chief Experience Officer, VML EMEA - Karen BoswellWe'd love to hear your feedback! Email the show: humancentered@vmlyr.com. To learn more about the CX practice at VML, visit vml.com/cx

The cultural and economic forces influencing your customer in 2024 will have a lasting impact on your experience strategy. Join Dave Norton, Experience Strategy Futurist, and Aransas Savas, lead researcher for our Trend Report, for insights and guidance from our decade-long study into customer behavior and mindsets. This episode isn't just a glance at trends; it's a deep dive into the interconnected tapestry shaping the future of your strategy. In this episode, we dissect the value of time versus money, the paradoxical impact of technology on time scarcity, the evolution of smart homes, and the prevalent loneliness amidst reduced physical interactions. But here's the kicker – beyond just trends, we discuss the critical need for businesses to transcend superficial personalization. Discover how to authentically align experiences with customer desires and behaviors. Tune in for a roadmap to adapt, thrive, and craft winning experience strategies amid the rapidly evolving landscape.  

On this episode of The Strategy with Jason Podcast we discuss the key components of an experience and how to create an exceptional one for your customers. Listen To The Full Podcast Episode Here: Apple Podcast: Spotify: YouTube: https://youtu.be/jfxPhdRpcnI Listen To The Strategy With Jason Podcast: Apple Podcast: https://apple.co/3IwlT3v Spotify: https://spoti.fi/3fT8V3H Soundcloud: https://bit.ly/347rnDb Jason Harris Twitter: https://twitter.com/StratWJason Instagram: https://instagram.com/strategywithjason/ Facebook: https://facebook.com/StrategyWithJason LinkedIn: https://linkedin.com/in/strategywithjason/ Website: https://strategywithjason.com/ Jeff Tessier: https://www.linkedin.com/in/jeff-tessier-6a356063/ Jason Harris: https://www.linkedin.com/in/strategywithjason/

Episode 29: Beyond Keywords - Unlocking Employee Potential: A Human-Centered Approach to Learning and GrowthOn this episode of Human Centered, host Nick Brunker chats with Loren Blandon, Executive Director of Learning, Growth and Experiences at VMLY&R. They explore the impact of applying human-centered design (HCD) principles and design thinking to enhance employee experiences, resulting in a more engaged, motivated, and innovative workforce that drives organizational success. Loren shares her thoughts on the psychology behind work, the significance of cultivating a learning and growth culture, and strategies for tackling the challenges presented by the hybrid workplace. Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker Guests: Executive Director of Learning, Growth and Experiences - Loren Blandon We'd love to hear your feedback! Email the show: humancentered@vmlyr.com. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx

Episode 28: Beyond Keywords: The Future of Search and AI in the Experience EraOn this episode of Human Centered, host Nick Brunker and Chief Discoverability Officer for VMLY&R, Heather Physioc explore the world of search and how AI is changing the game. With 8.5 billion searches processed by Google every day, it's no wonder that marketers and CX professionals are always looking for ways to optimize their websites with the right keywords. But as AI continues to evolve rapidly and become more democratized, the game is changing. Heather helps us understand how we got here, the implications of the change, and what CX experts need to be thinking about to adapt. From sequential connected queries to predictive search, we dive into how evolving technologies are changing the landscape and what it means for brands, marketers, and businesses. Join us as we explore the impact of AI on our world and how to create a more streamlined, integrated search experience in an increasingly fragmented search world. Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker Guests: Chief Discoverability Officer - Heather Physioc We'd love to hear your feedback! Email the show: humancentered@vmlyr.com. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx

All of the excellent clinical care in the world can be quickly forgotten if patients are then subjected to a barrage of excessive, fragmented and/or poorly sequenced communication from your health system. And it's happening around the industry. In a move from famine to feast, many organizations have gone from no digital patient engagement tools to too many, with departments and service lines bombarding those receiving care with uncoordinated robocalls, emails and texts. In this timely webinar, we'll speak to healthcare IT leaders who are focused on making sure their patient engagement strategy complements, rather than compromises, the overall patient experience. Source: Improving Patient Communications as the Cornerstone of Your Patient Experience Strategy on healthsystemcio.com - healthsystemCIO.com is the sole online-only publication dedicated to exclusively and comprehensively serving the information needs of healthcare CIOs.

Episode 27: Navigating Customer Experience Insights from the 2023 Forrester CX SummitOn this episode of Human Centered, host Nick Brunker welcomes in VMLY&R Chief Strategy Officer, Ben Geheb and Executive Director of Technology, Martin Coady and discuss key themes from this year's Forrester CX Summit in Nashville. They delve into how the landscape of customer experience has evolved, and why the "low hanging fruit" of CX has already been picked. Plus, they explore the critical role of organizational alignment in achieving CX excellence... and why it's a necessity to bring marketing and sales teams together in a cohesive and impactful way. Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker Guests:  Global Executive Director Growth & Innovation, VMLY&R Chief Strategy Officer - Ben Geheb Executive Director, Technology, VMLY&R - Martin Coady We'd love to hear your feedback! Email the show: humancentered@vmlyr.com. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx

Today on our show, we're bringing you the third episode in our special summer mini-series recorded live from the Cannes Lions 2023 International Festival of Creativity. frog was an official partner of the event, where we hosted a cabana along the famed croisette. What ensued was four days of programming that included on-stage panels from our sunny beachside terrace and interviews with expert guests from leading brands in our on-site recording studio.Day Three in the frog Cabana featured conversations on the topic of ‘Expectations for a Connected World.' At a time of eroding boundaries between realms like the digital and physical, product and service, insight and interaction, bringing these worlds together in a seamless way is an ongoing shift, requiring endless experimentation, refinement, launching and scaling of new business models alongside entirely new ways of working.Special thanks to this episode's guests: Chiara Diana, Chief Design Officer, frog; Timo Bularczyk, Director of Global IT, Mercedes-Benz Mobility; Ximena O'Reilly, Global Head of Design, Nestlé & Advisory Council, Design for Good; Christina Schehl, Vice President and Head of Germany, frogBrought to you by frog, a global creative consultancy. frog is part of Capgemini Invent. (https://www.frog.co) Visit us to learn more and stay in the loop of our partnership with Cannes Lions. (https://cannes.frog.co/)Visit frog to learn more about the Connected World (https://www.frog.co/services/connected-world)Read 'Customer-Centricity in the Connected Era: Overcoming Five Common Challenges' in Business Leader (https://www.businessleader.co.uk/customer-centricity-connected-era-overcoming-five-common-challenges/)Download the frog 'The Road Ahead' report. (https://go.frog.co/the-road-ahead)

In this encore episode (which originally aired in July, 2022), Chris Boyer and Reed Smith discuss the concept of the “Digital Front Door” and attempt to define and outline the various technologies and approaches that comprise typical health system front door initiatives. Ben Dillon shares his expertise in the “Ask the Expert” segment of the show. Overall, they conclude that perhaps the challenge with trying to define the “Digital Front Door” is that perhaps instead of defining it as a technology strategy, it should be defined as an experience strategy.  Mentions from the Show: TP90 – Enter Through the Digital Front Door Oct 2018 TP183 – The Digital Front Door is Neither the “Front” Nor a “Door” Aug 2020 TP208 – When One Digital Front Door Closes, Another Opens, Jan 2021 TP247 – The Digital “Revolving” Door, Oct 2021 Digital Front Door 2021: A View Through the Eyes of Market Leaders - 2021 KLAS report The evolution of the digital front door in healthcare What's Behind Your Digital Front Door? Ben Dillon on LinkedIn Ben Dillon on Twitter Geonetric.com Reimagining the Healthcare Digital Experience Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Learn more about your ad choices. Visit megaphone.fm/adchoices

Do you want to have more impact as an experienced strategist? In this episode, you'll learn how to drive more revenue, value, and customer satisfaction, so that you can have a greater impact for your company. Each year we analyze millions of data points and conduct hundreds of customer and experience strategist interviews in order to understand the biggest challenges facing customers and companies. We then connect solution-oriented teams in a year-long research and innovation journey to research and launch innovative, paradigm-shifting solutions that drive greater impact for companies and their customers. We divide teams into tracks based on the most urgent and important problems each individual company has to solve in the year ahead. We are thrilled to announce our five 2023/2024 collaborative tracks: How to create a nimble experience in uncertain times How to drive impactful innovation for Healthcare How to become a digital experience company How to use behavior change to sustain impact for transformations How to create meaningful employee experiences In this episode, you'll hear Experience Strategy co-hosts, Dave Norton, and Aransas Savas unpack some of the biggest and most urgent problems experience strategists are facing right now, along with research and strategies for addressing them. You definitely don't want to miss this episode!  

Employee experience strategy should be a major organizational focus for companies looking to prevent resignations and improve retention.

Diana Snyder, VP, Experience Strategy, shares her expertise on how to stand up an appropriate and approachable omnichannel activation. While omnichannel can feel like a complex topic with multiple definitions, Diana breaks down how to use the various available levers, from technology and targeting to asset ecosystems, in a simplified way to create a personalized customer journey. “Closing the loop with your customer a little bit at a time is the best way to take the complexities of omnichannel and bring it back down to earth.” 

Delivering quality content to customers builds trust and strengthens relationships. With the power of search engine optimization, content can be a powerful marketing tool to establish your company as a thought leader and develop credibility. According to Leslie Yazel, Editor and Head of Content for Buy Side from WSJ, people who come through search are looking for a particular product or answer and can turn into valuable customers. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

It requires a great strategy to provide a great customer experience to generate leads for your consulting firm. Dave Norton, the visionary founder of Stone Mantel, reveals his insights on customer experience strategy to gain a competitive edge in your consulting business. He also sheds light on developing IP to contribute growth to your practice. Furthermore, Dave touches on driving new leads to your doorstep with his outreach strategy. Dave Norton has so much to unveil in this episode. So, don't miss this one!Love the show? Subscribe, rate, review, and share! https://www.consultingsuccess.com/podcast

In this episode, our friend and colleague Tod Rathbone, Global Chief Strategy Officer at WongDoody, joins us for a drink and a chat about the world of Experience Strategy and its role in Digital Transformation. We frame up the two leadership mindsets of 'ambition v. fear', and explore which one led him to pivot away from advertising in order to focus solely on digital. We also discuss what Strategy means in the age of AI, the balance a strategist must strike when considering both 'what if' and 'what is', and Tod's concept of the 'the tyranny of enablement'. Drinks: Fort Hill Brewery Fresh Pick American IPA, New Realm Brewing Company Hoptropolis Tropical IPA, Brewery Ommegang Neon Rainbows New England Hazy IPA Links: www.wongdoody.com --- Send in a voice message: https://podcasters.spotify.com/pod/show/whatbubblesup/message Support this podcast: https://podcasters.spotify.com/pod/show/whatbubblesup/support

Episode 26: Innovating at the Intersection of CX & Commerce in RetailOn this episode of Human Centered, host Nick Brunker is joined by Charlie Wade, VMLY&R Commerce Global Executive Director of Growth & Innovation -- who delve into the dynamic relationship between customer experience and commerce in the world of retail. As the landscape continues to evolve, businesses are increasingly realizing the crucial role that CX plays in driving success and loyalty. They explore how CX and commerce intersect, and how this convergence is reshaping the retail industry. Plus, Charlie shares several key themes he heard during his visit to this year's World Retail Congress. Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker Guest: Global Executive Director Growth & Innovation, VMLY&R Commerce  - Charlie Wade We'd love to hear your feedback! Email the show: humancentered@vmlyr.com. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx

Dutta Satadip is the Chief Customer Officer at ActiveCampaign, former Global Head of Customer Operations at Pinterest, and Director of Customer Success for the Americas region at Google. Today he joins us on The Experience Strategy Podcast to share his predictions for the future of digital experience strategies and the role AI should play in customer experience in our roadmaps. Tune in to learn the three phases of data design for CX Understand the customer context Automate based on context Use that to predict your customers' needs While we won't get it right for every customer every time, Hear how companies like Amazon, Netflix, and Google use AI-assisted data to be more right more of the time.

Episode 25: Why Experience Brands Are Rethinking LoyaltyOn this episode of Human Centered, host Nick Brunker is joined by VMLY&R Managing Director, Adam Troyak to chat about why (and how) brands are rethinking their loyalty programs -- and how it's merging with CX in a meaningful, fundamental way. They discuss how the perception of value is evolving, why building a relationship is crucial and how leaders can bring the best of their organization together in service of their customers & guests. Host: Group Director, Experience Strategy, VMLY&R - Nick Brunker Guest: Managing Director, Experience Strategy, VMLY&R - Adam Troyak We'd love to hear your feedback! Email the show: humancentered@vmlyr.com. To learn more about the CX practice at VMLY&R, visit vmlyr.com/cx

On today's episode, we are going to talk about designing for health equity. Adriane Ackerman is a community convener, strategic innovator and life-long rabble-rouser. She currently directs several programs at the Pima County Health Department in Southern Arizona, including a $4 million grant program from the Department of Health and Human Services' Office of Minority Health to Advance Health Literacy, the department's new Cultural Health initiative with its pilot project, SaludArte, the emerging Pima County Network for Equity and Resilience (PCNER), and the first ever Office of Health Policy, Resilience, and Equity, all of which aim to increase health literacy and equity through innovative models, by elevating and centering the leadership of historically and contemporarily excluded communities. Adriane holds dual Bachelor's degrees in Political Science and Urban & Public Affairs and seeks to bring the depth of her lived experience to bear as she convenes, facilitates and uplifts the work of harm reduction from within bureaucracies and community partnerships. Robert Fabricant is Co-Founder and Partner of Dalberg Design, where he brings human-centered design and innovation services to clients looking for new, creative approaches to breakthrough innovation and expanded collaborations in the field of social impact and international development. Before Dalberg, Robert Fabricant was the Vice-President of Creative for frog design, where he managed frog's global leadership across Design Research, Product Design, Software Design, and Experience Strategy. Robert writes about Design and Social Impact for publications like HBR, SSIR, Fast Company, Rotman Business Journal, MIT Tech Review, ChangeObserver, and Core77. He is a member of the adjunct faculty at NYU and SVA. His client portfolio includes experience across verticals including financial services and financial inclusion, social impact, mobile and technology, healthcare and public health, and media. Robert has an MPS in Design and Technology from NYU and a BA from Yale University. Episode mentions and links: https://www.fabricant.design/ https://dalberg.com/who-we-are/our-leadership/robert-fabricant/ https://www.adrianeackerman.com/ Adriane's previous work: https://www.portlandpeoplescoalition.org/ Adriane's restaurant rec: La Indita (a mixture of native Sonoran, Pascua Yaqui, and Tarascan cuisine) Robert's restaurant rec: Le Succulent Follow Adriane: LinkedIn Follow Rob: LinkedIn | Twitter Episode Website: https://www.designlabpod.com/episodes/118

Electric vehicles—once the domain for early adopters and the eco-conscious only—is a movement on its way to becoming a way of life for drivers all over the globe. To discuss the way our world may change in the era of recharging vs. refueling, we're joined by Melodie Hoke, Director of Product Design in frog's London studio and lead of frog's automotive practice in the UK. Melodie led a team exploring the new services, products and spaces that may emerge enabled by eMobility, and arrived at five concepts for EV futures. In this episode, we're extending our conversation on the future of mobility, inspired by frog's new report 'The Road Ahead.'Brought to you by frog, a global creative consultancy. frog is part of Capgemini Invent. (https://www.frog.co)Find episode transcripts and relevant info (https://www.frog.co/designmind/design-mind-frogcast-ep-31-five-concepts-for-ev-futures)Download the new frog report 'The Road Ahead' (https://go.frog.co/the-road-ahead) Host/Writer: Elizabeth Wood, Editorial Director, frogResearch & Story Support: Camilla Brown, Senior Copyeditor, frogAudio Production: Richard Canham, Lizard Media (https://www.lizardmedia.co.uk)

In this episode of “It's a Customer's World” podcast, @Andy Murray is joined by @Chris Wallace, Co-Founder and President of @InnerView Group. Chris has a rich background as customer experience (CX) strategist and is frequently published in popular outlets including Harvard Business Review, Forbes, and Ad Age. In this show, Andy and Chris take a deep dive into customer experience strategy. Listen in to the full conversation as they define CX, why it is important for businesses today, the biggest challenges organizations face today in finding alignment around CX, and much more. Topics and Questions00:00 Podcast Introduction01:17 Introducing Chris Wallace02:22 Getting started in Customer Experience (CX)03:36 Defining CX05:00 Identifying if a brand is truly customer centric06:06 What are the greatest challenges in becoming customer centric today?08:15 Where does CX live within an organization?11:16 How to measure the impact of CX14:38 How brands can listen and understand their customer16:52 The importance of a human touch in CX19:50 What is the most important aspect of CX?23:23 Trying to understand consumer sentiment at scale26:01 The strong correlation between company culture and CX31:03 What is the role of technology in-store?36:00 Companies that are currently excelling at CX38:00 What does InnerView do for their clients?40:52 What insights have been uncovered through the work of InnerView?42:42 Advice for students and young professionalsShow LinksChris Wallace: https://www.linkedin.com/in/christopherewallace/InnerView Group LinkTree: https://linktr.ee/innerviewgroupAndy Murray: https://www.linkedin.com/in/andrewlmurray/bigQUEST LinkTree: https://linktr.ee/thebigquest

Join Tacey and her special guest, Author, Speaker and CEO of CX Journey Inc., Annette Franz, as they discuss "The Building Blocks of a Customer Experience Strategy."   Annette has nearly three decades of experience inspiring and elevating organizations and teams. Between Annette and Tacey, this episode brings you over seven decades of experience building teams and organizations to become customer-centric. Annette defines what customer-centric and employee-centric mean and how employee experience ultimately drives the customer experience. She also explains how we go about building and strengthening that connection. Annette covers some of the building blocks needed to build a customer experience strategy and how customer understanding is vital. She also shares three ways to achieve that customer understanding. Annette is also giving us a free assessment organizations can take to assess how customer-centric they currently are. The link to that will be below.   Annette's Contact Information: website: https://annettefranz.com/ LinkedIn: https://www.linkedin.com/in/annette-franz/   Free Assessment: https://annettefranz.com/assessment/   Tacey's Contact Information, Website and Social Media Links are all on her LinkTree: https://linktr.ee/taceyatkinson   Thank you for tuning in, and Tacey looks forward to having more valuable conversations together in the future. Remember: Customer Centric Cultures Create Magical Customer Experiences. Now Go Spread the Magic!

Build-A-Bear Workshop is known for its unique and immersive in-store experience. As the name implies, customers get to build their own bear or fuzzy friend from start to finish, even filling it with stuffing, adding a heart, and giving it a name. That great experience doesn't happen by accident and isn't something the CEO takes for granted. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. 

The cost of human capital continues to increase and individuals continue to leave organizations we need to take bold new measures to achieve a new definition of business success in 2022-23 and beyond. It is always a good time when the hosts of #HRevolution get together to just have conversations about the hot topics in HR as they relate to the overall performance of the business.  This conversation includes Christopher Darone, Jona Wright, and Kevyn Rustici talking about all things performance, compensation, and the overall employee experience.  We discuss the process of reinventing the performance management processes within the business to help articulate the actual need within the organization. If individuals need to know how they are helping with the overall performance of the organization, then it is our job to individualize the work needed to achieve optimal performance.    Tune in for some free tips, tricks, insights, and advice!