In this episode and newsletter, discover insights from @Craig Langlois, a thought leader who is challenging traditional approaches. With a background in museums, Craig brings unique perspectives on the evolving educational landscape. He emphasizes the need for experience strategists in redefining CX within education, urging them to recalibrate educational frameworks, by leveraging modern tools and frameworks.

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.

As we enter 2024, the state of the US Healthcare system persists in a condition of crisis and turmoil, propelled by escalating economic pressures affecting both individuals and institutions. Contributing to this challenging landscape are critical factors such as clinical labor shortages; the concurrent disruption caused by non-traditional entrants and the consolidation among traditional industry players; and the proliferation of AI technology.

In this episode, Sherif Mityas, a trailblazing leader at the helm of a conglomerate encompassing 57 distinctive restaurant chains, delves into the pivotal role of distinct value propositions and shared services in shaping the future of dining experiences. Highlighting the shift from convenience to a deeper focus on creating unparalleled experiences, Sherif explains how guest-centered leadership, blended with emotion, vision, and lots of data becomes a powerful recipe for innovation, personalization at scale, and business growth. This conversation offers a fascinating glimpse into the evolving restaurant industry, where technology meets nostalgia.

Learn more about industry trends in our 2024 Experience Strategy Trend Report.

Welcome to the Experience Strategy Podcast Newsletter! Like our popular and long-running Experience Strategy Podcast, this newsletter is dedicated to those who design, manage, and lead experience strategies for companies large and small. Our big purpose is to catalyze the growth of experience strategy by sharing the tools, techniques, and ideas that are used by the most impactful teams and companies.

In each newsletter you’ll find practical, actionable concepts, drawn from our most popular podcast episodes, that you can use to serve your customers, employees, and company.

In this issue, unlock the transformative power of focusing on time well spent in employee experience. Join us and special guest, @Alain Hunkins in this compelling podcast episode as he navigates the integration of personal purpose with organizational impact, illuminating the path towards heightened employee engagement and productivity. Explore strategies to embrace AI while preserving the essence of genuine human interaction, creating an environment where technology enhances, not replaces, the human touch. Gain insights into fostering authentic connections and uncover impactful leadership methodologies tailored explicitly for experience strategists.

If you’re a fan of the Experience Strategy Podcast then you’re familiar with the idea of time well spent- in today’s episode Alain Hunkins author of CRACKING THE LEADERSHIP CODE who has more than 20 years in leadership training, adult learning and organizational development, is joining us to explore what time well spent looks like specifically in the employee experience - and how leaders can ensure that the time employees spend at work is valuable.

Welcome to the Experience Strategy Podcast Newsletter! Like our popular and long-running Experience Strategy Podcast, this newsletter is dedicated to those who design, manage, and lead experience strategies for companies large and small. Our big purpose is to catalyze the growth of experience strategy by sharing the tools, techniques, and ideas that are used by the most impactful teams and companies.

In each newsletter you’ll find practical, actionable concepts, drawn from our most popular podcast episodes, that you can use to serve your customers, employees, and company.

In this edition, Dave Norton and Aransas Savas deep-dive into The 2024 Experience Strategy Trend Report. This isn’t just about foreseeing trends; it’s an exploration of the interconnected threads defining the future of your strategy. Join us as we dissect the complex dynamics of time versus money, the paradoxical influence of technology on our perception of time scarcity, the metamorphosis of smart homes, and the profound impact of prevalent loneliness in a world of reduced physical interactions. In this episode we dive into the dire necessity for businesses to transcend superficial personalization, and authentically align experiences with the core desires and behaviors of customers.

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.

Welcome to the Experience Strategy Podcast Newsletter! Like our popular and long-running Experience Strategy Podcast, this newsletter is dedicated to those who design, manage, and lead experience strategies for companies large and small. Our big purpose is to catalyze the growth of experience strategy by sharing the tools, techniques, and ideas that are used by the most impactful teams and companies.

In each newsletter you’ll find practical, actionable concepts, drawn from our most popular podcast episodes, that you can use to serve your customers, employees, and company.

Are you ready to begin a journey that will redefine the way you approach Customer Experience (CX)? In this episode, we had the pleasure of hosting Will Kingston, a distinguished Customer Strategy Consultant at Acquis Cortico-X and host of the The Spectator Australia Podcast. Tune in to the conversation as we dive into Will Kingston’s CX Manifesto. Together, we explore global CX trends and predict what awaits us in the evolving landscape of CX in 2024 and beyond. Throughout our conversation, we place emphasis setting clear expectations, delivering on promises, and enhancing customer performance. Why? Because these are the cornerstones upon which trust, the bedrock of successful customer experiences, is built. As you listen in, you’ll gain invaluable insights and expert predictions that will equip you to face the future of CX with confidence.

There’s a new metric in town, and it’s called Time Well Spent (TWS). This could be as important as the traditional Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics. It gauges another level of customer satisfaction that most have not considered. But, Dave Norton and Joe Pine have!

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.

Welcome to the Experience Strategy Podcast Newsletter! Like our popular and long-running Experience Strategy Podcast, this newsletter is dedicated to those who design, manage, and lead experience strategies for companies large and small. Our big purpose is to catalyze the growth of experience strategy by sharing the tools, techniques, and ideas that are used by the most impactful teams and companies.

In each newsletter you’ll find practical, actionable concepts, drawn from our most popular podcast episodes, that you can use to serve your customers, employees, and company.

Let’s face it, in today’s world of constant change and unrelenting uncertainty, businesses face a pivotal choice: adapt and prosper or risk fading into obscurity. For experience strategists and business owners seeking the keys to enduring success, this episode is your compass in navigating these chaotic times. Join us as we speak with Joseph Michelli, Ph.D., a distinguished systems psychologist, CEO of The Michelli Experience and acclaimed author of multiple bestselling business books, spotlighting industry giants like The Ritz-Carlton Hotel Company, L.L.C., Mercedes-Benz USA, Starbucks, Zappos Family of Companies, Airbnb, and more. Throughout our discussion we tackle the concept of VUCA - Volatility, Uncertainty, Complexity, and Ambiguity - and how it is impacting businesses and customer satisfaction. Tune in as Joseph shares invaluable insights on how business can continue to thrive during these unpredictable times.

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.

Welcome to the Experience Strategy Podcast Newsletter! Like our popular and long-running Experience Strategy Podcast, this newsletter is dedicated to those who design, manage, and lead experience strategies for companies large and small. Our big purpose is to catalyze the growth of experience strategy by sharing the tools, techniques, and ideas that are used by the most impactful teams and companies.

In each newsletter you’ll find practical, actionable concepts, drawn from our most popular podcast episodes, that you can use to serve your customers, employees, and company.

Putting the customer at the center of everything you do is not just a competitive advantage; it’s a necessity. In this episode, we had the privilege to sit down with Amy Shore re, the Chief Customer Officer at Nationwide Insurance Company. Amy brings a wealth of experience to the conversation, having begun her career in sales and operations before stepping into the world of CX leadership. Throughout this conversation, Amy shares her insights into the stages of transforming Nationwide into a customer-centric organization. She walks us through her journey, highlighting her strategies, challenges and successes along the way.

Do you work for a life sciences company that is trying to drive greater patient centricity? The journey map can be a powerful tool in this effort if the maps are created and utilized correctly. However, there are a few endemic challenges that tend to get in the way. From organizational silos that fragment the patient experience to a historical orientation towards market-driven - versus experience-driven- strategy, companies are missing out on the great potential of journey maps to create exceptional patient experiences. If you're wondering how these journey maps can work their magic in healthcare, or if you're already using them but not quite sure if you're doing it right, we can help.

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.

Welcome to the Experience Strategy Podcast Newsletter! Like our popular and long-running Experience Strategy Podcast, this newsletter is dedicated to those who design, manage, and lead experience strategies for companies large and small. Our big purpose is to catalyze the growth of experience strategy by sharing the tools, techniques, and ideas that are used by the most impactful teams and companies.

In each newsletter you’ll find practical, actionable concepts, drawn from our most popular podcast episodes, that you can use to serve your customers, employees, and company.

In the rapidly evolving business world, where data and artificial intelligence are taking over, the field of data experience design emerges as a potent force. However, it comes burdened with ethical and trust-related complexities making it imperative for experience strategists to grapple with the challenges posed by data usage. In today’s episode, we have the privilege of speaking with two distinguished guests, The Madson Brothers - Andrew and Michael Madson. These siblings bring a wealth of wisdom and experience to the domains of data experience design and artificial intelligence. Andrew C. Madson is a seasoned data science professor, and founder of Analytic Access, with a background enriched by years of educational and consulting endeavors. Meanwhile, Michael Madson, is an accomplished assistant professor specializing in user experience and technical communication at Arizona State University, adding another layer of expertise to our discussion. Join us as we explore the realm of data experience design, shedding light on its successes, pitfalls, and most importantly, how we can collectively pave the way for a more prepared and ethically sound data-driven future.

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.

As hosts of the Experience Strategy Podcast, leaders of The Experience Strategy Collaboratives, and consultants to some of the world's leading companies, we are in a unique position to understand the challenges faced by experience strategists. One problem stands out as the most pervasive and detrimental - silos.

Artificial Intelligence Needs Experience Strategy Too

If you look at most of the writings about artificial intelligence today, you will find that the focus is primarily on the impact that AI will have on companies and employees. Clearly how we do our work will change as these very impressive platforms roll out. Companies will employ AI to help them increase productivity, simplify processes, move complex tasks from workers to robots, and on and on. Lots of empowerment. Lots of disruption.