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 how to serve extremely distinct customer needs. In this episode we look at how Modes can create confident shoppers, a sense of community, and continuity across shopper journeys. Tune in and discover how you can apply these frameworks to businesses of any size or category.

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 how they work through the lens of the restaurant industry. Tune in to learn how modes thinking has the key to unlock experience strategy and journey work in powerful new ways.

Perhaps the greatest thing that experience strategists have done to transform companies into customer-centered businesses is to invent the journey map. There was a time, two decades ago, when most companies never mapped the journey their customers must take to engage with them. Now it is common practice. A best practice. And a very important strategic document.

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 and one of the most recognized thinkers globally, where marketing, business, and sustainability meet. This week's episode covers experiences, why they are more sustainable than things, and how to make them truly transformational. Tune in to learn more about why you should be putting your customers in charge and turning them into superheroes instead of your brand.

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? Or if they are truly engaged? Or if the outcomes you’re delivering matter to them? In today’s episode, we are joined by Sheila Akbar, the president & COO of Signet Education to explore what happens when companies make measurement a meaningful part of the experience.

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 industry, serving as a trusted advisor to the CEOs of PNC, SunTrust, and Umpqua Bank. Tune in as we uncover how niche customer segments have completely upended the traditional way of thinking about banking, why it’s important to go after unmet customer needs, and the power of FinTech's approach to agile innovation.

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 destinations in the world, from Walt Disney World and Universal Studios to Ritz Carlton, The Four Seasons, and Coca-Cola. With nearly 17 years of designing experiences in this industry, Josh specializes in service standards, complaint resolution, and guest feedback. Tune in as we look at how customer needs and expectations have changed and what we can do to help them feel cared for, supported, inspired, and connected in a post-pandemic world.

Family dynamics have been changing for a long time. It’s true. Companies spend most of their time understanding and delivering value to individuals. If they see families at all, they see them as a group of individuals, each with their own set of needs and preferences. Toy makers see parents as decision-makers and children as users. Content creators tell stories aimed at individuals within families. Consumer goods companies focus on decision-makers in families and assume that if the decision-maker has a family then … she will be busy. And therefore the best thing the goods can be is convenient!

Justin Jackson

Fiserv

Product Management - Digital Payments

What does Experience Strategy mean to you?

In my business, we always have to remember that while a person’s money is an incredibly important part of their life, it’s also just that – a part. A strong Experience strategy allows us to ensure that our products and services are aligned to driving real benefit in our users’ lives.

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 experientialist, his company creates custom food experiences designed to foster connection & promote inclusion within organizations and their teams. Tune in as we discuss the importance of authenticity to brand-building and ways to measure the ROI and impact of intangible experiences.

This year’s final bootcamp session focuses on how to engage customers who have extremely high expectations. If there’s one theme that weaves its way through all our sessions, it’s that customer engagement requires more than just friendly service and an NPS score. People’s expectations move faster than most companies realize. In this session we will discuss four concepts that are advanced, yet necessary to be at the forefront of experience strategy and digital context.

Jessica Frick

Sr. Manager, Strategic Experience Design

Best Buy

What does Experience Strategy mean to you?

Tactically, Experience Strategy strives to envision differentiated customer experiences that are desirable and inclusive by taking the time to understand the environment, the needs and aspirations of the people impacted by the experience, and the motives or drivers of the business, but it means so much more to me. For me, Experience Strategy is part of a larger human-centered design movement. A movement that is pushing businesses to better serve the communities in which they exist. What it all comes down to for me is that Experience Strategy means good citizenship and using our resources to improve the lives of those around us.

So much has happened since Dave Norton wrote Digital Context 2.0. In 2015, based on work done in the Collaboratives, Dave argued that the smartest place in most people’s lives would be their home. He described how channels would change too, predicting that omnichannel would not be the final step. We are on to Context 4.0 and we wanted to share with you and your team key concepts that will help your company solve for the nexus between channel and experience.

In today’s episode, we are joined by Dwayne King who works at the intersection of experience transformation, human-centered innovation, UX design & research. His unique view of organizations has allowed him to diagnose the real reasons 90% of innovation labs fail. Tune in to learn how to lead the other 10% and set your innovators up for success.

This session is demonstrative.

Systemic thinking and the meaningful experience framework.

This session is actionable.

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 knowledge into how companies of all sizes can use science to improve their customer experience. Tune in as Julie shares the seven most important behavior change principles for Experience Strategists.

This session is meaningful.

This session is transformative.