The Experience Strategy Podcast
Episodes
AI Twins and the Future of Research
02 Apr 2026
Contributed by Lukas
AI Twins and the Future of Research The Experience Strategy Podcast Episode Overview Two Wall Street Journal articles are making waves in the mark...
Something Big Is Happening — And Experience Strategists Need a Point of View on AI
26 Feb 2026
Contributed by Lukas
The Experience Strategy Podcast | substack.theexperiencestrategist.com A post on X went viral — 38,000 reshares, 83 million reads. Written by respe...
It's Launched! The Story Behind the Transformation Economy Book
05 Feb 2026
Contributed by Lukas
In this special episode of the Experience Strategy Podcast, Joe Pine shares with Dave and Aransas background about the book! To celebrate the releas...
The Big, Transformational, Business of Longevity
29 Jan 2026
Contributed by Lukas
Summary In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss the burgeoning field of longevity a...
What Sam Altman's Code Red Says About The Future of AI
18 Dec 2025
Contributed by Lukas
In this episode of the Experience Strategy podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss the recent developments in AI leadership, p...
The Ultra-Rich No Longer Want Luxury Goods, They Want Purpose
19 Nov 2025
Contributed by Lukas
The conversation explores the evolving perception of wealth and meaning, highlighting a shift towards purpose-driven initiatives among wealthy individ...
Remaking the Premium Movie Experience
12 Nov 2025
Contributed by Lukas
Two articles caught our attention. The first was in The Hollywood Reporter about a new movie theater concepts with private rooms and high end food in...
The Amusement Episode: Can Travis Kelce Save Six Flags?
05 Nov 2025
Contributed by Lukas
In a recent WSJ article entitled "Travis Kelce Is Jumping In to Save Six Flags Just When It Needed It Most", the author notes that all theme parks are...
High Point University, The Transformational Education Example for Schools of the Future
29 Oct 2025
Contributed by Lukas
In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss an article from the Wall Street Journal ab...
Is PWC Redefining Customer Experience/CX ? We Hope So
22 Oct 2025
Contributed by Lukas
In this episode of the Experience Strategy Podcast, hosts Joe Pine, Dave Norton, and Aransas Savas discuss PwC's recent report on growth through expe...
What's Your Point of View: Insights from Arival 25 and The Collaboratives
03 Oct 2025
Contributed by Lukas
In this episode of the Experience Strategy Podcast, hosts Joe Pine, Dave Norton, and Aransas Savas discuss their recent experiences at the Arival Conf...
Lessons About Customers and Experiences from Uber's New Advertising Campaign
25 Sep 2025
Contributed by Lukas
Adweek just did a write up on Uber's new ad campaign and we found reasons to concur with the article and take what Uber is doing farther. In this epi...
Pop Mart: A Case Study in Consumer Engagement
16 Sep 2025
Contributed by Lukas
In a recent HBR article, Yang Li shares his theory for how Pop Mart won young customers. But we think that fragmented attention is not what Pop Mar...
What Can Lil' Miquela and Mia Zelu Teach Experience Strategists About Trust?
11 Sep 2025
Contributed by Lukas
Lil' Miquela and Mia Zelu have millions of followers and generate serious income, despite being created with artificial intelligence. A recent articl...
The Price of Magic: Disney's Tiered System and the Middle Class
03 Sep 2025
Contributed by Lukas
In The New York Times article written by Daniel Currell, the author/consultant contents that Disney's tiered system is designed to target affluent gu...
Did Saks Global Make a $600 Million Mistake With It's Personalization Platform?
21 Aug 2025
Contributed by Lukas
In an August 14th Vogue Business article by Madeleine Schultz , Saks Global, the parent company of Saks Fifth Avenue, Neiman Marcus and Bergdorf Goodm...
Is the Movie Theater Industry About to Rebound? Why Yes, and its Because of Movies
13 Aug 2025
Contributed by Lukas
Q2 of the US economy was very kind to movie theaters who are still recovering from the pandemic. AMC's financial performance and the evolving landscap...
The Next 15 Years Will NOT Be Hell and Experience Strategists Can Lead the Way
07 Aug 2025
Contributed by Lukas
In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss a recent episode of the Diary of a CEO fea...
Admissions and Subscriptions: Navigating the Future of Travel in Italy
30 Jul 2025
Contributed by Lukas
The Experience Strategy Podcast is available on all major podcast platforms for free. In this episode, the hosts discuss the complexities of tourism...
From Department Stores to Apartment Stores: Printemp Shows Up in Manhattan
24 Jul 2025
Contributed by Lukas
This episode builds on Dave Norton's article on Substack about Kate King's report in the Wall Street Journal: Can the French Reinvent America's Brok...
The New Profit Model in Sports: The Atlanta Braves' Experience Strategy
17 Jul 2025
Contributed by Lukas
In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss the economic power of experience strategy i...
What Integration Therapies in Silicon Valley Have to Do with the Transformation Economy
10 Jul 2025
Contributed by Lukas
In this episode, we dive into the intriguing world of integration therapies within Silicon Valley's tech culture. Inspired by a Wall Street Journal a...
Robert Fabricant on AI and Design for Cognitive Decline
01 Jul 2025
Contributed by Lukas
In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss the intersection of aging and technology, p...
New Release Shows that Airbnb is Serious About In-Destination Experiences
26 Jun 2025
Contributed by Lukas
In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss Airbnb's recent rebranding and its shift fr...
Fashion Group Zara is Introducing Travel Mode
19 Jun 2025
Contributed by Lukas
In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Dave Norton, and Joe Pine discuss fashion group Zara's innovative travel mode...
The Wall Street Journal on the Value of Getting People to Spend More Time with Your Brand
12 Jun 2025
Contributed by Lukas
In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss a Wall Street Journal article written by Je...
Free Advice for Tony Bates at Genesys on Empathy and AI
04 Jun 2025
Contributed by Lukas
In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss Tony Bates article in Fortune Magazine on t...
The Transformation Economy Book is Final!
01 Jun 2025
Contributed by Lukas
Summary In this episode, the hosts discuss the upcoming book 'The Transformation Economy' by Joe Pine, exploring the readiness of the world for transf...
What HBR Missed About Taylor Swift's Genius
22 May 2025
Contributed by Lukas
Summary In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton delve into the strategic genius of Taylor S...
Weight Watchers is in the New York Times
15 May 2025
Contributed by Lukas
Summary In this episode, the hosts discuss the recent bankruptcy of Weight Watchers and explore the implications for the company's future. They analyz...
Cracker Barrel is in the Wall Street Journal | May 6, 2025
06 May 2025
Contributed by Lukas
In this episode of the Experience Strategy Podcast, hosts Joe Pine, Aransas Savas, and Dave Norton discuss the Wall Street Journal article about Crack...
Scheels is in the Washington Post
02 May 2025
Contributed by Lukas
In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Dave Norton, and Joe Pine discuss the evolution of the podcast, introduce new...
How to Stay Customer-Centric During Economic Downturns with Blake Morgan
13 Nov 2024
Contributed by Lukas
In this episode, experience strategists Dave Norton and Aransas Savas speak with Blake Morgan, the "Queen of CX" and a leading futurist in customer ex...
Integrating Experience into Corporate Vision with George Barnett of the Strategy Toolkit
23 Oct 2024
Contributed by Lukas
In this episode of The Experience Strategy Podcast, we're joined by George Barnett, strategy expert and author of The Strategy Toolkit, a newsletter t...
Creating Time Well Spent in Communities with Feverbee Founder and Enterprise Community Strategist, Richard Millington
18 Sep 2024
Contributed by Lukas
In this episode of the Experience Strategy Podcast, podcast hosts, Dave Norton and Aransas Savas explore the rapidly evolving landscape of enterprise ...
Creating Purpose-Driven Experiences with Sarah Dusek
04 Sep 2024
Contributed by Lukas
In this episode of the Experience Strategy Podcast, Sarah Dusek, an entrepreneur, venture capitalist and author, takes listeners on a journey through ...
Leveraging Transformational Travel to Drive Relevance and Impact at Sierra Club
21 Aug 2024
Contributed by Lukas
In this episode, Experience Strategy Podcast hosts Aransas Savas and Dave Norton sit down with Brian Anderson, Director of National Outings at the leg...
The Power of Situational Markets in Experience Strategy
07 Aug 2024
Contributed by Lukas
In the latest episode of The Experience Strategy Podcast, we're dismantling traditional market segmentation and rebuilding it with the revolutionary c...
Enhancing Customer Experiences with Driving Business Value with AR/VR
25 Jul 2024
Contributed by Lukas
In this episode of The Experience Strategy Podcast, hosts Dave Norton and Aransas Savas sit down with AR/VR trailblazers Spencer Cook from Continuum, ...
Situational Markets and Employee Experiences with Steve Usher of The Experience Designers Podcast
10 Jul 2024
Contributed by Lukas
In this episode of the Experience Strategy Podcast, we are joined by special guest Steve Usher, founder and host of The Experience Designers Podcast....
The Keys to Employee Engagement with the RecogNATION Podcast
19 Jun 2024
Contributed by Lukas
In this episode, we jam with Neely Adkins and Kailey Savona from the RecogNATION Podcast. As fellow experience nerds focused on the employee side, we ...
Experience Strategy in the Educational Journey with the Founders of [YELLOWCAR]
05 Jun 2024
Contributed by Lukas
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...
Bringing CX to Associations and Membership Organizations with Brian Edwards, CP of Membership at AAFP
22 May 2024
Contributed by Lukas
In this episode of the Experience Strategy Podcast, we're joined by Brian Edwards. VP of Membership at the American Academy of Family Physicians (AAFP...
The Future of Behavior Change: How Suggestic is Transforming Wellness Journeys
08 May 2024
Contributed by Lukas
In this episode of The Experience Strategy Podcast, we are thrilled to chat with Victor Chapela, co-founder and CEO of Suggestic, who shared how they...
Revisited - How to Lead CX Transformation and Drive Customer-Centric Leadership
27 Mar 2024
Contributed by Lukas
Today we are revisiting our talk with Amy Shore, Chief Customer Officer of Nationwide Insurance, about how to lead CX transformation and drive custome...
Unlocking the Customer Value Chain
13 Mar 2024
Contributed by Lukas
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 o...
How Empathy Can Save Your Business with Dr. Natalie Petouhoff
28 Feb 2024
Contributed by Lukas
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 const...
Redefining Leadership in the Experience Era
14 Feb 2024
Contributed by Lukas
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:...
People Helping People: How CEO Lee Roquet Leads with an Experience Mindset
31 Jan 2024
Contributed by Lukas
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 ...
Redefining CX in Education with Craig Langlois
17 Jan 2024
Contributed by Lukas
Tune in to this episode of the Experience Strategy Podcast, featuring Craig Langlois, Equity of Learning District Data Coordinator for Berkshire Publi...
The Future of Guest Experiences in Restaurants
03 Jan 2024
Contributed by Lukas
In this episode, Sherif Mityas, a trailblazing leader at the helm of a conglomerate encompassing 57 distinctive restaurant chains, delves into the piv...
Time Well Spent in Employee Experience
20 Dec 2023
Contributed by Lukas
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 ...
The 2024 Experience Strategy Trend Report
06 Dec 2023
Contributed by Lukas
The cultural and economic forces influencing your customer in 2024 will have a lasting impact on your experience strategy. Join Dave Norton, Experienc...
How to Evolve Your CX Strategies for 2024
15 Nov 2023
Contributed by Lukas
In this episode, we're joined by Will Kingston, Customer Strategy Consultant at Acquis Cortico-X and Podcast Host for The Spectator Australia. Togethe...
From Chaos to Clarity: Strategies for Unpredictable Times with Joseph Michelli
01 Nov 2023
Contributed by Lukas
Today, we sat down with Joseph Michelli to explore the unprecedented challenges businesses face today, with customer satisfaction at a 17-year low des...
How to Lead CX Transformation and Drive Customer-Centric Leadership
18 Oct 2023
Contributed by Lukas
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 missi...
The Dark Side of Data Experience Design
04 Oct 2023
Contributed by Lukas
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 ex...
How to Drive Business Success Through a Culture of Collaboration
20 Sep 2023
Contributed by Lukas
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...
How to Use AI as a Force Multiplier for your Experience
06 Sep 2023
Contributed by Lukas
Satyam Kantamneni is Managing Partner and Chief Experience Officer of UXReactor, former Managing Director of Product Design at Citrix and PayPal. He...
How to Change a B2B Organization to be Customer Centric
23 Aug 2023
Contributed by Lukas
Companies with large sales forces are now building CX in an increasingly digital world: B-B selling today is less about personal relationships and mo...
And, But, Therefore With The World's Most Industrious Storyteller, Park Howell
09 Aug 2023
Contributed by Lukas
Do you want to excel through the stories you tell, but find yourself struggling to clarify your message and impact? Our guest today is Park Howell, kn...
How to Create a Seamless Patient Experience
26 Jul 2023
Contributed by Lukas
Want to deliver a more seamless patient experience but are challenged by organizational silos? In this episode you'll learn how to get the research, p...
How to Create a Successful Subscription Business
12 Jul 2023
Contributed by Lukas
Wondering how to succeed in a subscription business? In this episode, you'll hear from the authority in subscription business models. You'll learn how...
The 5 Big Questions Experience Strategists Need to Ask Right Now
28 Jun 2023
Contributed by Lukas
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 satisfactio...
Immersion: The Science of the Extraordinary and the Source of Happiness with Dr. Paul Zak
14 Jun 2023
Contributed by Lukas
Today we are joined by Dr. Paul Zak, professor of economics, psychology, and management His work has been ground breaking in the academic, public, bus...
Digital Experience Strategy and the Role of AI
31 May 2023
Contributed by Lukas
Dutta Satadip is the Chief Customer Officer at ActiveCampaign, former Global Head of Customer Operations at Pinterest, and Director of Customer Succes...
Revisited - How Conjoint and Max Diff Can Help CX Leaders Make Better Decisions
29 May 2023
Contributed by Lukas
Experience strategists are navigating increasingly complex decisions. Customer journeys are increasingly complex, channels are proliferating, expectat...
Revisited - Modes Series, Episode 1: A Revolutionary Way to Manage Restaurant, CX, and Brand
17 May 2023
Contributed by Lukas
SHOW NOTES: Today we are revisiting our talk with Roger Beasley about Customer Modes, the mindsets and behaviors that help people get jobs done. We lo...
Maximizing Team Engagement and Accountability in a Hybrid Workplace: Insights from Fivserv's SVP of Product Management, Justin Jackson
03 May 2023
Contributed by Lukas
For many teams, virtual used to be the exception. Now, hybrid is the rule. So, how do leaders of large teams successfully foster accountability and en...
Using The Cognitive Science of Memory Shaping to Influence Great Brand Experiences
19 Apr 2023
Contributed by Lukas
If you're aspiring to satisfy your customers, then you're aspiring to mediocrity. That's the premise of From Impressed to Obsessed, and new book by Jo...
The New Decision-Making Paradigm
05 Apr 2023
Contributed by Lukas
Today we're sitting down with the Director of Retail CX at Clayton Homes, Michael Stanton. Clayton Homes is a Berkshire Hathaway Company that provid...
Trouble in New Orleans: A CX Failure Story
22 Mar 2023
Contributed by Lukas
John Doll, from the Enterprise Design team at Edward Jones, had a very rough day recently. His rental car was broken into. What ensued was one of the ...
Experience at Scale: How to Maintain and Elevate Your CX as Your Company Grows With Traci DeForge
08 Mar 2023
Contributed by Lukas
On this very special episode of The Experience Strategy Podcast, Dave Norton and Aransas Savas are getting meta as they are joined by the producer of ...
How Conjoint and Max Diff Can Help CX Leaders Make Better Decisions With Craig Lutz
02 Mar 2023
Contributed by Lukas
Experience strategists are navigating increasingly complex decisions. Customer journeys are increasingly complex, channels are proliferating, expectat...
Why you need a strategic POV on your CX
22 Feb 2023
Contributed by Lukas
On today's episode of Experience Strategy Podcast, hosts Dave Norton and Aransas Savas will prove to you that your business needs a strong strategic P...
Transformational Travel
15 Feb 2023
Contributed by Lukas
Today we are joined by Jake Haupert and Jorge Perez, thought leaders and entrepreneurs in transformational travel. We explore why travel is the perfec...
The Experience/Brand Strategy Dance with Catherine Clark
08 Feb 2023
Contributed by Lukas
Experience Strategy and Branding Strategy sometimes reference similar ideas and frameworks, but often don't complement one another in execution, for t...
Wellbeing Everywhere with Sallie Fraenkel
01 Feb 2023
Contributed by Lukas
Historically, customers expected categories like hospitality and healthcare to support their wellbeing. Today, categories as wide-ranging as finance a...
How to Get CX, UX And All The Other Exes to Work Together
25 Jan 2023
Contributed by Lukas
Experience Strategy has expanded over the past decade to include a wide range of disciplines: CX, UX, Patient Experience, Employee Experience, Service...
The Modern Elder of Experience Strategy with Chip Conley
18 Jan 2023
Contributed by Lukas
Chip Conley, legendary hotelier, was dubbed the Modern Elder at Airbnb because he was twice the age of the average Airbnb employee and as curious as h...
The 2023 Experience Strategy Trends Report
11 Jan 2023
Contributed by Lukas
Customer needs and expectations are constantly evolving. What can recent trends in customer expectations and context tell you about what's coming next...
Caveday, Modes And Flow at Work
14 Dec 2022
Contributed by Lukas
In this episode you'll meet Jake Kahana, the co-founder of Caveday, a company helping you improve your relationship to work. Their global community ha...
Hybrid Work, Employee Experience, Productivity and Quiet Quitting
16 Nov 2022
Contributed by Lukas
The Washington Post recently shared evidence that US employees have gotten dramatically less productive. The Wall Street Journal reported that compani...
Modes Series, Episode 8: Reflection and prayer mode with Agapi Stassinopoulos
02 Nov 2022
Contributed by Lukas
As we continue our exploration of Modes: the behaviors and mindsets people adopt to accomplish a goal, today we will reflect on prayer mode with Agapi...
Modes Series, Episode 6: Modes vs Moments, The Impact on Design Thinking
12 Oct 2022
Contributed by Lukas
In this episode, we explore the difference between moments and modes with Justin Kirby and how they intersect with design, marketing, innovation, sust...
Modes Series, Episode 5: Turning around companies in crisis with Lisa Gable
14 Sep 2022
Contributed by Lukas
Today we dive into Turnaround mode with Lisa Gable, former US Ambassador, UN Delegate, and the bestselling author of Turnaround: How to Change Course ...
Modes Series, Episode 4: The Power of Play Mode with Michelle Lee
17 Aug 2022
Contributed by Lukas
In this episode of the Experience Strategy podcast we go deep into the lived experience of Play mode with our friend, Michelle Lee, Managing Director ...
Web3, The Future of Fashion
03 Aug 2022
Contributed by Lukas
Today we are joined by Matt Maher, a Futurist specializing in augmented and virtual realities, web3, the metaverse, artificial intelligence, the inter...
Modes Series, Episode 3: How High Performers Like Zibby Owens Switch Modes
20 Jul 2022
Contributed by Lukas
Today we are joined by Zibby Owens, an author, podcaster, publisher, CEO, and mother of four. Zibby recently published her memoir: Bookends: A Memoir ...
Modes Series, Episode 2: Applying Modes Thinking to Shopping Platforms
06 Jul 2022
Contributed by Lukas
Jamie Norwood, named to Inc.'s Top 100 Female Founders and Forbes 1000, is the co-founder of Stix, a fast-growing startup in healthcare challenged by ...
Modes Series, Episode 1: A Revolutionary Way to Manage Restaurant, CX, and Brand
22 Jun 2022
Contributed by Lukas
Today we are talking to Roger Beasley about Customer Modes, the mindsets and behaviors that help people get jobs done. We look at what they are and ho...
Big Brands and the Hero Trap
08 Jun 2022
Contributed by Lukas
How can you turn your customer into a superhero? In today's episode, we are joined by Thomas Kolster, the Author of The Hero Trap and Goodvertising an...
When Measurement is Part of the Experience
25 May 2022
Contributed by Lukas
Does your experience serve your current customer? How about your future customer? Do you know if your experience is time well spent for your customer?...
Niche Segments and Omni-Channel in FinTech
11 May 2022
Contributed by Lukas
In today's episode, we are joined by Rilla Delorier. Rilla has over 30 years of experience as an executive leader within the financial services indust...
Lessons From a Guest Experience Evangelist
27 Apr 2022
Contributed by Lukas
In today's episode, we are joined by Josh Liebman, the Guest Experience Evangelist for ROLLER Software. Josh has worked for some of the top tourism de...
What Happens When Food and Experience Meet
13 Apr 2022
Contributed by Lukas
In today's episode, we are joined by Ryan Hutmacher, an award-winning chef and founder of the Well Beyond Food project. As a self-proclaimed experient...
The 6 Reasons Innovation Fails With Dwayne King
29 Mar 2022
Contributed by Lukas
In today's episode, we are joined by Dwayne King who works at the intersection of experience transformation, human-centered innovation, UX design & re...
The Seven Essential Behavior Change Principles
15 Mar 2022
Contributed by Lukas
Today's we are joined by Julie O'Brien Ph.D., a behavioral scientist working at the intersection of wellbeing and technology. Julie shares insider kno...
A Top Ten List for Hotels of Tomorrow
02 Mar 2022
Contributed by Lukas
In today's episode, we are joined by Ron Swidler, Chief Innovation Officer at The Gettys Group Companies and creator of the Hotel of Tomorrow® Projec...
Supporting Working Moms Through Systems
16 Feb 2022
Contributed by Lukas
Today we are joined by Joyce Cadesca, Founder and President of famHQ, a tech-enabled family concierge service supporting working moms in managing thei...