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PODCAST

The Experience Strategy Podcast

Dave Norton, Aransas Savas, and Joe Pine

With over 100 episodes, the Experience Strategy Podcast is that secret superpower that helps strategists around the world grow their business acumen. Your hosts, Aransas Savas, Joe Pine, and Dave Norton discuss the most important topics in the business world, but they do it by focusing on the experiences and transformations that customers attain. Learn more at https://experiencestrategypodcast.com and https://www.stonemantel.co/ theexperiencestrategist.substack.com

business management

All Episodes

28:05

Fashion Group Zara is Introducing Travel Mode

The Experience Strategy Podcast ·

2025/06/19

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

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24:51

The Wall Street Journal on the Value of Getting...

The Experience Strategy Podcast ·

2025/06/12

In this episode of the Experience Strategy Podcast, hosts Aranza Savas, Joe Pine, and Dave Norton discuss a significant shift in 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

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24:59

Free Advice for Tony Bates at Genesys on Empathy and AI

The Experience Strategy Podcast ·

2025/06/04

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

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29:49

The Transformation Economy Book is Final!

The Experience Strategy Podcast ·

2025/06/01

SummaryIn 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

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24:54

What HBR Missed About Taylor Swift's Genius

The Experience Strategy Podcast ·

2025/05/27

SummaryIn this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton delve into the strategic genius of Taylor Swift, exploring how her approach transcends music to embody principles of experience strategy. They discuss her emotional connection with fans, authenticity, and the aspirational roles she plays for her audience, particularly young women. The conversation highlights the economic impact of her experiences and the lessons that can be drawn for businesses

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20:57

Cracker Barrel is in the Wall Street Journal | May 6,...

The Experience Strategy Podcast ·

2025/05/07

This is a free preview of a paid episode. To hear more, visit theexperiencestrategist.substack.comSummaryIn 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, emphasiz…

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26:02

Scheels is in The Washington Post

The Experience Strategy Podcast ·

2025/05/01

This is a free preview of a paid episode. To hear more, visit theexperiencestrategist.substack.comIn 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…

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19:45

To Be Compelling Requires a Strategic Point of View

The Experience Strategy Podcast ·

2025/04/01

We just released an ebook that you and your company need to read. Here’s Aransas and me talking about what’s in the book. Be sure to get your copy. https://www.stonemantel.co/strategic-point-of-view-ebook This is a public episode. If you'd like to discuss this with other subscribers or get access to bonus episodes, visit theexperiencestrategist.substack.com/subscribe

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61:59

2025 Trends Webinar: Shaping Tomorrow's Experience...

The Experience Strategy Podcast ·

2025/01/30

For twenty years Stone Mantel has been the home of forward looking insights into experience strategy. As we pondered twenty years of insights, our crack team of experience strategists have honed in on four trends that will create value for your company. Listen to our most recent webinar about technology, engagement, transformations, and tools that will shape experiences of tomorrow. And don’t forget to download the full trend report here. Thanks for reading The Experience Strategist! Subscribe for

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50:05

Watch Now: Leveraging AI to Create Genius Healthcare...

The Experience Strategy Podcast ·

2024/11/21

What You'll LearnDiscover how AI is transforming healthcare experiences through:- The 8 "healthcare superpowers" consumers want most in 2024- How AI agents can create "genius" healthcare experiences- Real-world applications in clinical support, diagnostics, and consumer health- Practical implementation strategies for healthcare organizationsFeatured Speakers- Tiffany Mura - Healthcare Strategy Lead, Stone Mantel- Shai Rozen - CEO & Co-founder, SuggesticWhy Watching This is a Good Use of Your Time

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33:35

How to Stay Customer-Centric During Economic...

The Experience Strategy Podcast ·

2024/11/13

In this episode, experience strategists Dave Norton and Aransas Savas speak with Blake Morgan, the “Queen of CX” and a leading futurist in customer experience, about her latest book and insights on the future of customer service. Blake explains why customer service levels are at historic lows despite post-COVID digital transformations and emphasizes the need for companies to remain customer-centric during economic uncertainty. She introduces her WAYS framework for building effective CX strategies

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43:50

Stone Mantel Webinar: Thriving in Uncertainty

The Experience Strategy Podcast ·

2024/10/18

Friends, I hope you’ll enjoy this webinar about helping companies to think about and design for uncertainty. Experience strategists spend far too much time designing for the ideal and the permanent—when neither is real. In this webinar, my friend Brian Briskey and I will share two skills that all strategists should have: situational market analysis and scenario planning. You need these skills so you can help your company respond to the ever changing world, market forces, and customer needs. Stop

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33:43

Creating Time Well Spent in Communities with Feverbee...

The Experience Strategy Podcast ·

2024/09/18

In this episode of the Experience Strategy Podcast, podcast hosts, Dave Norton and Aransas Savas explore the rapidly evolving landscape of enterprise community building with Rich Millington, founder of FeverBee and a leading expert in community strategy. With nearly two decades of experience helping organizations build thriving communities for members, customers, and employees, Richard brings a wealth of knowledge from working with industry giants like Google, Facebook, Oracle, and Wikipedia. His

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31:31

Creating Purpose-Driven Experiences with Sarah Dusek

The Experience Strategy Podcast ·

2024/09/04

In this episode of the Experience Strategy Podcast, Sarah Dusek, an entrepreneur, venture capitalist and author, takes listeners on a journey through her remarkable career in experience-driven business. From founding the pioneering glamping company Under Canvas to her current venture in global regenerative travel, Sarah demonstrates how aligning personal passion with customer needs can create industry-shaping innovations. She shares valuable insights on the power of businesses to mold culture and

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38:37

The Experience/Brand Strategy Dance

The Experience Strategy Podcast ·

2024/08/24

Remember this mind-blowing episode with branding wiz Catherine McDowall, co-founder of the branding agency clarkmcdowall? It's back by popular demand, and trust us, it's even more relevant than before!Tune into this episode for game-changing insights:* The secret sauce of brand strategy (it's not what you think)* Why experience strategy is your hidden superpower* How to make these strategies dance in perfect harmony* The shocking truth about empowered employeesWhether you missed it the first time or

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36:44

Leveraging Transformational Travel to Drive Relevance...

The Experience Strategy Podcast ·

2024/08/21

In this episode, Experience Strategy Podcast hosts Aransas Savas and Dave Norton sit down with Brian Anderson, Director of National Outings at the legendary Sierra Club. With over 130 years of advocating for people, places, and the planet, Sierra Club has mastered the art of crafting transformational travel experiences that drive personal growth and global impact. Packed with insights on experience design, engagement strategy, and impact measurement, this episode is a must-listen for anyone looking

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34:20

The Power of Situational Markets in Experience Strategy

The Experience Strategy Podcast ·

2024/08/07

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

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35:11

Enhancing Customer Experiences with Driving Business...

The Experience Strategy Podcast ·

2024/08/06

In this episode of The Experience Strategy Podcast, hosts Dave Norton and Aransas Savas sit down with AR/VR trailblazers Spencer Cook from Continuum, and Bryan Searing of Stone Mantel to explore the transformative power of Augmented Reality and Virtual Reality in crafting captivating customer experiences. Fresh off the Experience Strategy Collaboratives program, where cutting-edge AR/VP concepts were tested with real customers, Spender and Bryan share exclusive insights ad real-world case studies

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48:17

Situational Markets and Employee Experiences with...

The Experience Strategy Podcast ·

2024/07/10

In this episode of the Experience Strategy Podcast, we are joined by special guest Steve Usher, founder and host of The Experience Designers Podcast. We go deep into the core principles that drive success in experience strategy across both customer and employee offers. We challenge the status quo, pushing beyond played-out persona-based segmentation to explore the untapped potential of situational markets and context. Tune into this episode. It’s time to zoom out, see the big picture, and take full

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41:20

The Keys to Employee Engagement with the RecogNATION...

The Experience Strategy Podcast ·

2024/06/19

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 discuss the importance of celebrating milestones and micro-moments in the employee journey, emphasizing how vital it is to make every employee feel valued, connected, and heard. The key takeaway? In a world of increasing AI and automation, empathy and human connection will be true differentiators, and as experience strategists, our role is to champion

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43 results

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