The Experience Strategy Podcast

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.

Today we are joined by Dr. Paul Zak, professor of economics, psychology, and management His work has been ground breaking in the academic, public, business and healthcare settings. In his new book, Immersion: The Science of the Extraordinary and the Source of Happiness, Paul shares a scientific formula for consistently creating extraordinary experiences. Experience Strategists: You don't want to miss this episode! It will change the way you create and measure experiences- and help you have infinitely more impact for your customer and company.

Dutta Satadip is the Chief Customer Officer at ActiveCampaign, former Global Head of Customer Operations at Pinterest, and Director of Customer Success for the Americas region at Google. Today he joins us on The Experience Strategy Podcast to share his predictions for the future of digital experience strategies and the role AI should play in customer experience in our roadmaps. Tune in to learn the three phases of data design for CX Understand the customer context Automate based on context Use that to predict your customers' needs While we won't get it right for every customer every time, Hear how companies like Amazon, Netflix, and Google use AI-assisted data to be more right more of the time.

Experience strategists are navigating increasingly complex decisions. Customer journeys are increasingly complex, channels are proliferating, expectations continue to rise, and data is abundant. How do we help our companies make the best decisions about how and where to spend money? Craig Lutz is uniquely well positioned to help us answer this question. Craig has been a data scientist and researcher at Qualtrics since 2007 where he has conducted thousands of conjoint analysis projects with Qualtrics. He is also the designer of Qualtrics' conjoint analysis DIY technology, the author of Exploring Conjoint Analysis and a prominent thought leader on innovative quantitative research methods. We are thrilled to announce that he also recently joined our team at Stone Mantel as Conjoint Advisor! In this episode, Dave and Aransas talk to Craig about how he helps teams like Google, Goldman Sachs, Uber and others make the decisions that really matter for customers, based on powerful analytics and what shifts when companies understand that time really is money. You'll hear: How Conjoint analysis can be used to get underneath what customers really care about and how it can be used to predict and change behavior How Uber used these tools to design a radical new rider loyalty program How Google: uses Max Diff to predict how customers will spend money How Goldman Sachs used it to inform their employees experience by optimizing their benefit packages - and tailoring them to each individual office in ways that saved money while increasing real and perceived value How conjoint could be a really groundbreaking understanding how and where customers spend their precious time How Max Diff relates to Clayton Christensen's Jobs to Be Done Theory Check out the Experience Strategy Trend Report for more information on how to bring the power of context to your customer insight portfolio https://www.stonemantel.co/trendsreport