The Experience Strategy Podcast

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.

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.

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.

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 Innovations to understand how he has driven Menlo Innovations to success through teamwork and innovation. Tune in to this episode to discover: Actionable strategies to transform your workplace into a hub of teamwork and innovation. Insight into Menlo Innovations’ collaborative approach and how you can apply similar principles to boost efficiency, quality, and innovation within your workplace. Real-world examples of successful collaboration across various industries. Check out our blog for more ways to improve the impact of your experience strategy for your customer and company.  

Satyam Kantamneni is Managing Partner and Chief Experience Officer of UXReactor, former  Managing Director of Product Design at Citrix and PayPal. He is the author of “User Experience Design: A Practical Playbook to Fuel Business Growth.” In this conversation, we talk to Satyam about AI as a force multiplier for companies who understand their customers’ needs. Key Takeaways: Just because you can use technology to solve a problem, doesn’t mean you should. Instead use the technology or process that best addresses the problem. There are two types of companies: the ones that know their customer’s needs and the ones who are adopting technology. The valuable AI tools will give people superpowers, not replace them Yesterday’s delight is today’s expectation.

Companies with large sales forces are now building CX in an increasingly digital world: B-B selling today is less about personal relationships and more about value creation. As buyers evolve towards more digital interchanges they still want knowledgeable customer support to create the most value at each stage of the buyers’ journey. In this episode, we are joined by Kellie Glueck to hear how Kimberly-Clark Professional has adapted to customer and market changes to make CX a central aspect of its business-to-business model with customers.

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, known as The World’s Most Industrious Storyteller for his track record of growing purpose-driven brands by using the power of story. Listen to learn: Why stories are the most direct route to empathy How to make your customer the hero of your story How to use the ancient ABT (AND, BUT, and THEREFORE) Framework to cast a spell with your story. Learn more about Park and his work at https://businessofstory.com/ He also hosts the popular weekly Business of Story podcast, is the author of Brand Bewitchery, and co-author of The Narrative Gym for Business.  He joins us today to share one of his most well-knkown frameworks: The ABT framework. AKA AND, BUT and THEREFORE. Let’s go back to the beginning. What prompted you to look for this framework?  

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, partnerships, and innovation processes you need, so you can compete more effectively. We are joined by Tiffany Mura, the Strategic Lead, Healthcare for Stone Mantel where she focuses on growing the practice and helping healthcare clients create transformational experiences for patients, caregivers, and healthcare professionals. With almost 20 years’ experience across all key healthcare sectors - from life sciences to health insurance to digital/non-traditional -  Tiffany brings a cross-industry perspective and deep knowledge of the space to help clients tackle the most challenging problems facing healthcare today. She has worked on both the agency and the client side, giving her a first-hand understanding of the internal corporate challenges clients face when trying to drive innovation and effect transformative change. Tiffany shares emerging trends, resources, and game-changing frameworks for succeeding in the competitive Healthcare industry. Connect with Tiffany: Email: tiffanymura@stonemantel.co LinkedIn:llinkedin.com/in/tiffanymura

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 to identify the long and short-term problems that your customer most needs your support with, the cost value of meeting those needs with your product or experience, and the impact that subscriptions can have on your customer’s experience, so you can provide continuous value with a forever transaction.  Robbie Kellman Baxter is a consultant, instructor, author and speaker. She wrote two bestselling books The Membership Economy and The Forever Transaction, hosts the podcast Subscription Stories, and has developed ten courses for LinkedIn Learning. Robbie has more than 20 years’ experience providing strategic business advice to major organizations, including Netflix, Microsoft and the Wall Street Journal. She has been focused on subscription and membership models for the past twenty years. She earned her MBA from the Stanford Graduate School of Business, and she graduated with honors from Harvard College. You can find more about Robbie on her website https://robbiekellmanbaxter.com/  Whether you are creating, managing, or simply using subscriptions, you don’t want to miss this eye-opening episode!  

Learn how experienced strategists can drive more revenue, value, and customer satisfaction. Explore collaborative tracks for 2023/2024, including creating nimble experiences, impactful innovation in healthcare, becoming a digital experience company, using behavior change for transformations, and creating meaningful employee experiences. Hear strategies for addressing urgent problems in experience strategy. Discover the value of collaboration among strategists and the need for forward-thinking in uncertain times. Join the Experience Strategy Podcast Collaboratives and enroll in the comprehensive certification program.