The Experience Strategy Podcast

In this episode of the Experience Strategy podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss the recent developments in AI leadership, particularly focusing on Sam Altman's 'code red' declaration regarding OpenAI's competition with Google. They explore the importance of experience in AI development, the frameworks that should guide AI companies, and the evolving expectations of users. The conversation delves into the distinctions between 'stupid', 'dumb', 'smart', and 'genius' AI, emphasizing the need for contextual understanding and anticipation in AI solutions. The episode concludes with thoughts on the future of AI personal assistants and the potential for a more integrated AI experience. Takeaways Experience is the key differentiator in AI competition. Frameworks like 'Stupid, Dumb, Smart, Genius' help understand AI evolution. Consumer expectations for AI are rapidly changing. AI must focus on contextual understanding to improve user experience. The distinction between smart and genius AI is crucial for development. AI hallucinations undermine user trust and effectiveness. Companies need to anticipate user needs for better AI solutions. Personal assistant AI must fulfill its promise to users. The future of AI lies in creating integrated, context-aware systems. Experience strategy is essential for navigating the AI landscape. Chapters 00:00 Introduction to Experience Strategy Podcast 01:26 AI Leadership and Experience Focus 06:22 Frameworks for AI and Experience Strategy 11:56 Understanding AI: Stupid, Dumb, Smart, Genius 19:24 The Future of AI and Personal Assistants Podcast Sponsors: Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com

The conversation explores the evolving perception of wealth and meaning, highlighting a shift towards purpose-driven initiatives among wealthy individuals like Musk and Gates. Taken from the article in the Economist, entitled the Ultra-rich Are Giving Up on Luxury Assets, it discusses how traditional symbols of wealth are losing significance as people seek deeper meaning in their financial pursuits. Takeaways People are starting to think differently about what is meaningful. Owning luxury items does not equate to personal meaning anymore. Wealthy individuals are focusing on greater purposes for their money. Musk and Gates exemplify this shift towards purpose-driven wealth. The current transitional period is reshaping our understanding of wealth. Eradicating world hunger and space exploration are new priorities. Meaning is becoming more important than material possessions. The conversation reflects a broader societal change in values. Wealth is being redefined in terms of impact rather than ownership. Purpose-driven initiatives are gaining traction among the wealthy. Chapters 00:00:12 Introduction to Experience Strategy 00:00:41 The Economist Article Discussion 00:01:21 Luxury Goods and Experiences 00:02:12 Premiumization and Ultra High Experiences 00:03:13 Value of Experiences Over Goods 00:04:18 Branded Hotels and Innovation 00:06:11 Transitional Period in Consumer Perception Read More: https://www.economist.com/finance-and-economics/2025/10/12/why-the-ultra-rich-are-giving-up-on-luxury-assets Podcast Sponsors: Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com

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 New York. The second was a story about the power of IMAX in the movie industry, per the Wall Street Journal. In this episode, Joe Pine, Aransas Savas, and Dave Norton discuss the evolving landscape of the movie theater experience, particularly in light of the pandemic's impact. They explore new concepts in Hollywood, such as premium movie theaters and IMAX, and how these innovations cater to changing consumer preferences. The conversation emphasizes the importance of customization, personalization, and the need for theaters to create engaging experiences that resonate with audiences. The hosts also provide valuable insights for experience strategists on how to adapt to these trends and enhance the overall consumer experience. Takeaways The pandemic significantly impacted the movie theater industry, leading to a decline in attendance. Premiumization is a key trend in the film industry, focusing on enhancing the overall experience. Customization and personalization are crucial for attracting audiences back to theaters. Consumers decide the 'when' or the situation, then watch the movie Theaters need to innovate and create engaging environments to compete with home viewing. Experience strategists should measure the money value of time (MVT) in their offerings. The integration of social components can enhance the movie-going experience. Chapters 01:23 Hollywood's New Movie Theater Concepts 02:38 The Impact of the Pandemic on Movie Theaters 04:47 Premiumization in the Film Industry 06:40 Customization and Personalization of Movie Experiences 08:57 Consumer Preferences Post-COVID 11:38 The Role of IMAX and Alternative Experiences 16:41 Innovations in the Theater Space 20:15 Key Takeaways for Experience Strategists Read More: https://www.hollywoodreporter.com/business/business-news/inside-metro-private-cinema-tim-league-movie-theater-1236311204/ https://www.wsj.com/business/media/imax-movie-release-trend-6f4587a2?st=PKpj1G&reflink=desktopwebshare_permalink Podcast Sponsors: Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com

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 down, and Six Flags needs a rescue. So, we decided to unpack the why, the how, and the what to do to reenergize theme parks. The conversation goes from Travis' desire for more thrilling roller coasters to proposing new ideas for amusing people. The conversation highlights the need for themed environments to be well-maintained and the significance of pricing strategies in shaping customer perceptions. The hosts also emphasize the necessity for amusement parks to rethink their offerings to attract a broader audience and enhance the overall experience. Takeaways Travis Kelce's involvement with Six Flags aims to revitalize the brand. Traditional amusement parks are struggling due to lack of innovation. Celebrity endorsements alone cannot fix underlying experience issues. The upkeep of themed environments is crucial for customer satisfaction. Amusement parks need to diversify their offerings beyond roller coasters. Experiential innovations are essential to compete with new entertainment options. Customer experience should be prioritized over celebrity influence. Chapters 00:40 Travis Kelce and Six Flags: A New Era? 03:12 The Decline of Traditional Amusement Parks 07:35 The Importance of Experience Innovation 11:44 Revitalizing Legacy Brands 15:14 The Role of Celebrity in Experience Design 17:10 Rethinking Amusement Park Strategies 21:42 Final Thoughts and Recommendations Read More: https://www.wsj.com/business/deals/travis-kelce-six-flags-jana-1817b730?mod=Searchresults&pos=1&page=1 Podcast Sponsors: Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com

In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss an article from the Wall Street Journal about High Point University in North Carolina, which has become a magnet for wealthy students. They explore how the university's focus on creating transformational experiences and life skills prepares students for their future careers. The conversation also touches on the role of parents in educational choices, the future of higher education, and the need for universities to have a strong point of view on their purpose and offerings. Oh and listen to Aransas' assessement of Love Shack Fancy. Takeaways High Point University is setting a new trend in education. Transformational experiences are key to preparing students for careers. Parents play a crucial role in educational choices. The focus should be on life skills, not just degrees. Higher education needs to adapt to changing societal needs. Universities must understand their customer base. A degree should be seen as an output, not an outcome. Colleges need to differentiate themselves in a competitive market. Transformational offerings can attract students and parents alike. The future of education may involve more practical skills and less traditional degrees. Chapters 00:00 Introduction to Experience Strategy Podcast 00:39 High Point University: A New Blueprint for Education 05:19 Transformational Experiences in Higher Education 10:26 The Role of Parents in Educational Choices 12:46 Cultural Fit in College Selection 16:48 The Future of Higher Education 21:03 Experiential Retail: Lessons from Love Shack Fancy Read More: https://www.wsj.com/us-news/education/north-carolina-college-high-point-amenities-30b0fc14?mod=hp_lead_pos7 https://www.loveshackfancy.com Podcast Sponsors: Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com

The hosts dive into PwC's report on redefining customer experience, highlighting trust and the fragility of meaningful interactions. They unpack four key dimensions: coherence, personalization, engagement, and distinctiveness. Traditional measurement methods come under fire, advocating for meaningful experiences instead. The discussion emphasizes managing customer frustration to build deeper relationships. They also explore different customer journey modes and review industry case studies, urging retail and other sectors to adopt experiential strategies for growth.

In this episode of the Experience Strategy Podcast, hosts Joe Pine, Dave Norton, and Aransas Savas discuss their recent experiences at the Arival Conference and The Collaboratives, focusing on the evolving landscape of travel experiences and the impact of AI on search and social proof. They emphasize the importance of human connection in the age of AI, the significance of time well spent, and the necessity for companies to have a distinct point of view to thrive in a competitive market. Takeaways AI searches are five times longer than traditional searches. Web crawlers for AI tools are limited and slow. Search can be considered an experience in itself. The importance of social proof is increasing in search results. Human connection is essential in the age of AI. A good tour guide can significantly enhance the experience. Companies must have a unique point of view to survive. The concept of time well spent is crucial for success. Sameness in offerings will be a challenge for businesses. Continuous learning and adaptation are vital for experience strategists. Chapters 00:00 Introduction to the Experience Strategy Podcast 01:29 Insights from the Arrival Conference 05:50 The Impact of AI on Search and Experience 12:11 The Importance of Human Connection 19:00 Time Well Spent: A New Perspective 23:18 Conclusion and Future Directions Podcast Sponsors: Learn how to inspire advocacy https://www.thecargoagency.com Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com

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 episode of the Experience Strategy Podcast, hosts Aranzas Savas, Joe Pine, and Dave Norton discuss Uber's new advertising campaign, focusing on its storytelling approach and the importance of experiences in marketing. They explore how Uber positions itself as a service that enables meaningful experiences, the emotional, social, and systemic jobs it could fulfill, and the broader implications for brands in commoditized industries. The conversation also delves into the significance of modes and situations in user experience, and how universal storytelling can resonate with diverse audiences. Takeaways Uber's new campaign emphasizes storytelling over traditional advertising. Experiences are crucial for differentiation in a commoditized market. Uber positions itself as an enabler of meaningful experiences. The campaign highlights reliability and dependability as key selling points. Emotional and social jobs are opportunity areas for Uber experiences. The storytelling is both universal and situational--and Tiktokky Modes and situations play a significant role in Uber experiences. Chapters 00:00 Introduction to Uber's New Campaign 01:40 The Power of Storytelling in Advertising 04:00 Experiences as Differentiation in Marketing 07:28 The Role of Uber in Enabling Experiences 09:47 Promises and Expectations in Service 12:06 Social and Emotional Jobs of Uber 13:47 Aspirational and Systemic Jobs to Be Done 16:35 Modes and Situations in User Experience 20:17 Universal Storytelling in Advertising 22:24 Conclusion and Future Discussions Read more https://www.adweek.com/brand-marketing/uber-drives-home-the-power-of-showing-up-in-new-on-our-way-ad/ Podcast Sponsors: Learn how to inspire advocacy https://www.thecargoagency.com Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com

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 Mart has mastered. Instead, they have mastered markets within/situational markets. In this conversation, the speakers delve into emphasizing the importance of customer engagement and customization. They discuss Pop Mart's innovative strategies for capturing consumer attention and fostering a sense of belonging among customers. The dialogue also explores the evolution of market segmentation, the significance of creating immersive experiences, and the need for brands to prioritize experience over traditional branding methods. Other brands discussed include Ffern, Lego, and Cracker Jacks. Takeaways Attention is one of the three currencies of the experience economy. It's not an economy. Pop Mart's success only partially lies in addressing fragmented consumer attention. Demographics are not effective for understanding individual consumers. Brands must cultivate surprise and delight and a sense of belonging. Timeless principles of experience design are still relevant today. Fusing real and virtual experiences can enhance customer engagement. Brands should focus on creating immersive experiences at home. The experience is more important than the brand itself. Packaged goods companies should prioritize customer experience in their strategies. Chapters 00:00 Understanding the Experience Economy 02:54 Pop Mart's Success in the Market 05:50 The Evolution of Market Segmentation 08:57 Creating Loyalty and Belonging 11:58 The Role of Surprise and Anticipation 15:03 Fusing Real and Virtual Experiences 17:57 Lessons from Pop Mart for Other Brands Read more https://hbr.org/2025/07/how-pop-mart-won-young-customers-in-a-fragmented-attention-economy Podcast Sponsors: Learn how to inspire advocacy https://www.thecargoagency.com Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com

Lil' Miquela and Mia Zelu have millions of followers and generate serious income, despite being created with artificial intelligence. A recent article in the NY Times caught our attention and we just had to weigh in on how AI influencers are changing the way customers think about what they can trust. In this episode of the Experience Strategy podcast, hosts Aransas Savas, Joe Pine, and Dave Norton delve into the intriguing world of AI influencers, exploring their rise, the complexities of trust and authenticity in the digital age, and the implications for the future of influencer experiences. They discuss the evolving nature of social proof, the role of empathy in AI, and how brands can navigate the changing landscape of consumer relationships. The conversation highlights the need for transparency and authenticity in experience strategies, as well as the potential shift towards hyperlocal influencers. Takeaways AI influencers are gaining popularity and generating significant income. Parasocial relationships with AI are becoming more common. Trust in AI influencers is complex and multifaceted. Authenticity is increasingly important in the digital age. Social proof is being redefined in the context of AI. The role of empathy in AI is a contentious topic. Brands need to be transparent about AI-generated content. Micro-influencers may become more valuable than traditional influencers. Understanding customer needs is crucial for effective marketing. The future of AI and human relationships is uncertain and thought-provoking. Chapters 00:00 Introduction to AI Influencers 02:44 The Rise of AI Personalities 05:54 Trust and Authenticity in AI 08:53 The Evolution of Social Proof 11:53 AI and Empathy: A Complex Relationship 14:48 The Role of Brands and Influencers 17:47 Lessons for Experience Strategists 20:46 The Future of AI Storytelling 23:43 Conclusion and Reflections Read more https://www.nytimes.com/2025/09/03/style/ai-influencers-lil-miquela-mia-zelu.html Podcast Sponsors: Learn how to inspire advocacy https://www.thecargoagency.com Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com