Have you ever had an experience as a customer that left you wondering, “What were they thinking?” The Experience Strategy Podcast has your answer!
We are endlessly curious about what makes great customer experiences and the strategies that successful (and unsuccessful) organizations leverage to create deep and meaningful relationships with their customers. In each episode we explore a notable customer experience through the customer’s perspective to unearth the powerful strategic lessons in these experiences for brands large and small.
Whether you are part of a vast experience strategy team, or you’re a small business owner interested in creating an experience strategy that drives customer loyalty and value, you'll find powerful, actionable CX and employee experience insights in every episode.
The Experience Strategy Podcast is hosted by Dave Norton and Aransas Savas. Dave is an Experience Strategist, the Founder of Stone Mantel, an insights consultancy, and Author. Aransas is a Coach and Experience Designer who has worked with leading consumer-facing brands, to create meaningfully motivating experiences for the last 20 years.
Learn more at https://experiencestrategypodcast.com and https://www.stonemantel.co/
How to Evolve Your CX Strategies for 2024
In this episode, we’re joined by Will Kingston, Customer Strategy Consultant at Acquis Cortico-X and Podcast Host for The Spectator Australia. Together, we explore Will’s CX Manifesto and global CX trends, and make predictions on what’s coming in the upcoming 2024 CX landscape. Throughout our discussion, we emphasize how vital it is to set clear expectations, deliver on promises, and enhance customer performance – to build the foundation of a successful experience, trust.
From Chaos to Clarity: Strategies for Unpredictable Times with Joseph Michelli
Today, we sat down with Joseph Michelli to explore the unprecedented challenges businesses face today, with customer satisfaction at a 17-year low despite the growing emphasis on customer experience. Listen in to learn actionable insights for experience strategists and business owners, including a clear roadmap to navigating these volatile, uncertain, complex, and ambiguous (VUCA) times. Discover how to build trust, exceed customer expectations, and create lasting loyalty by crafting exceptional customer journeys, adapting to multiple possible futures, and simplifying your channel strategy for maximum impact.
How to Lead CX Transformation and Drive Customer-Centric Leadership
Amy Shore spent most of her career in Sales and Operations. Three years ago she became the Chief Customer Officer of Nationwide Insurance with a mission to transform it into a truly customer-centric organization. In this episode, Amy will walk us through the 3 key stages of this transformation.
The Dark Side of Data Experience Design
In this enlightening episode, we dive into the world of data ethics and user trust with our special guests, Andy and Michael Madson. With extensive expertise in data experience design, healthcare, finance, and user experience, they shed light on the critical aspects of clear data communication and empathic listening to counter the darker implications of data usage. Together, we explore strategies for democratizing data literacy and simplifying complex data concepts to ensure transparency and trustworthiness. As we navigate the complexities of data ethics in an era dominated by artificial intelligence, you’ll gain valuable insights into how to combat the dark side of data experience design and pave the way for a more trustworthy and responsible data-driven future.
How to Drive Business Success Through a Culture of Collaboration
Are you ready to elevate your business success by harnessing the power of collaboration?
In this episode, we sat down with Rich Sheridan, CEO of Menlo Innovations to understand how he has driven Menlo Innovations to success through teamwork and innovation. Tune in to this episode to discover:
Actionable strategies to transform your workplace into a hub of teamwork and innovation.
Insight into Menlo Innovations’ collaborative approach and how you can apply similar principles to boost efficiency, quality, and innovation within your workplace.
Real-world examples of successful collaboration across various industries.
Check out our blog for more ways to improve the impact of your experience strategy for your customer and company.
How to Use AI as a Force Multiplier for your Experience
Satyam Kantamneni is Managing Partner and Chief Experience Officer of UXReactor, former Managing Director of Product Design at Citrix and PayPal. He is the author of “User Experience Design: A Practical Playbook to Fuel Business Growth.” In this conversation, we talk to Satyam about AI as a force multiplier for companies who understand their customers’ needs.
Just because you can use technology to solve a problem, doesn’t mean you should. Instead use the technology or process that best addresses the problem.
There are two types of companies: the ones that know their customer’s needs and the ones who are adopting technology.
The valuable AI tools will give people superpowers, not replace them
Yesterday’s delight is today’s expectation.
Dave and Aransas maintain great consistency in the quality of their guests and conversations. These two thought leaders pair seamlessly as they interview the guest and provide key takeaways for the listener. There is are pertinent nuggets that can be found in each conversation. I particularly like their focus on collaboration and their ability to appeal to businesses of all sizes. Listen and enjoy!
I love listening to this podcast! Dave and Aransas have a deep understanding of experience strategy and give great, simplified takeaways. They make every episode a good listen.
I like how Dave and Aransas ask the questions that I’m looking for. There is quite a variety of guests that they have on the show as well so there’s something to apply to every business.