Experience Strategy Podcast with Stone Mantel Aransas Savas & Dave Norton

Today we are revisiting our talk with Amy Shore, Chief Customer Officer of Nationwide Insurance, about how to lead CX transformation and drive customer-centric leadership. In this episode we look at Amy’s mission to transform Nationwide Insurance into a truly customer-centric organization. Tune in as Amy walks us through the 3 key stages of this transformation. 
To access the transcripts to this episode, click here.

In today’s episode, we had the privilege of speaking with Thales Teixeira, a leading expert on customer-focused innovation. Thales is the co-founder of Decoupling and the author of “Unlocking the Customer Value Chain: How Decoupling Drives Consumer Disruption” 
Our discussion with Thales is a succinct masterclass in unlocking customer value by focusing on what matters most - money, time, and effort. We discussed how disruptive startups gain traction by decoupling and excelling at key value-creating activities while avoiding “value eroders” that waste customers’ precious currencies. Thales brought this concept to life by breaking down companies like Netflix eliminating the hassle of going to the video store, and Alibaba layering on services like payments to make shopping smoother. Whether an innovative startup or an established organization, prioritizing your roadmap to remove friction and create more time well spent is crucial for delighting your customers and staying ahead of disruptors.
To access the transcripts for this episode, click here.
 

Dr. Natalie Petouhoff is the author of the award-winning WSJ best-selling book Empathy in Action. She guides brands to see empathy as a business construct that helps them reduce costs and increase value because they are delivering great customer and employee experiences. 
In this episode of The Experience Strategy Podcast, we explore the transformative power of empathy and its crucial role in shaping exceptional experiences for employees and customers. 
Check out Dr. Petouhoff’s book here. To dive deeper into the world of creating memorable experiences that drive customer loyalty and growth, follow Joe Pine and read his groundbreaking book, The Experience Economy. 
To access the transcripts for this episode, click here.
 

In this episode, we are joined by resilience expert, Simon T. Bailey, who launched his career at The Disney Institute. Listen to the episode to learn: 
The importance of transitioning from ego-driven to eco-conscious leadership
Practical strategies for building trust and fostering innovation in today’s organizations
How to create environments where employees can thrive and customers feel valued. 
Tune in now to enhance your leadership skills and transform your organization. For access to the transcripts to the episode, click here.
 

In this episode of the Experience Strategy Podcast, we are joined by Lee Roquet, the CEO of Finch, e-commerce marketing company. We talk about
What Lee has learned in the shift from Chief Customer Officer roles to CEO roles- and what he now wishes every experience strategist knew. 
How to lead companies with an experience mindset
How to lead teams with a people-first approach.
Don’t miss this powerful and inspiring conversation! For access to the transcripts to the episode, click here. 
 

Tune in to this episode of the Experience Strategy Podcast, featuring Craig Langlois, Equity of Learning District Data Coordinator for Berkshire Public Schools, to peek at the challenges and opportunities our public school systems face when creating experiences. Alongside guest host Mary Putman we look at how a well crafted experience strategy can make all the difference in bridging the gaps between creativity, innovation, and education.
Click here, to access the transcripts to this episode.