Can you afford to put heart into business? In 2022, maybe a better question is – can you afford not to? Over our Experience Ecosystem miniseries, we’ve talked a lot about the practical elements of experience – implementing a new system, bridging gaps between the old one, helping your org understand the value of experience, and more. But when humans are the heart of your business, your business needs heart. Join Shawn Nason and Zack Hamilton as we talk about keeping humans at the heart of your bu...
Aug 17, 2022•13 min•Ep. 75
One ultra-successful CEO once said, “If experience is not part of your strategy or your top three priorities in your organization, you're missing the mark.” But what does experience as strategy look like – and how do you build a functional framework around an experience strategy? Today’s episode focuses on the ins and outs of building an experience strategy – what you should look for in the short and long term, famous examples with big name brands like Sephora and Kohl’s, and how you can lead yo...
Aug 10, 2022•12 min•Ep. 74
There’s an undeniable disconnect – both for consumers and experience leaders – between what people want and what companies are able to deliver. That’s because experience has become a battleground – and your biggest competitor is no longer just another name in your industry, but the brand your customers have experienced most recently. Join Shawn Nason and Zack Hamiltion to explore how leaders can fight (and win) on the experience battleground, and how can you bridge that consumer disconnect. Lear...
Aug 03, 2022•13 min•Ep. 73
What’s the difference between a traditional experience management and experience systems, how do you bridge the gap between the two – and why is today the day to get started? (Hint: The former CEOs of belly-up companies like Blockbuster or Sears could probably tell you the answer.) Continuing last episode’s conversation on all things Experience Ecosystem™, Shawn Nason and Zack Hamilton keep the discussion going on why traditional experience management is struggling, how to make deeper customer c...
Jul 27, 2022•13 min•Ep. 72
What does an Experience Ecosystem™ look like in action? What kind of framework do they require, and where in the process do organizations commonly trip up? The experience ecosystem miniseries continues! In today’s episode, host Shawn Nason leads the conversation deeper into the more practical points of Experience Ecosystems. We’ll explore how VOC (voice of customer) should shape your Experience Ecosystem, the frictions most companies encounter during implementation and why so many orgs are still...
Jul 20, 2022•13 min•Ep. 71
When you think of Disney, chances are you no longer only think of your favorite characters or theme park rides. You remember feelings – your experiences in the parks, the fun you had at their all-inclusive, immersive resorts. That’s called an experience ecosystem, and it’s the reason Disney continues to see remarkable profits year after year, regardless of the economic climate. An experience ecosystem is something every company – from LLC to Inc – aspires to, but few truly achieve. So what makes...
Jul 13, 2022•12 min•Ep. 70
Lots of people love reading trend reports; much fewer have a clue of what to do with what they’re reading. That’s where this week’s guest comes in. Author, speaker, and futurist Daniel Burrus has built a worldwide reputation for his spot-on predictions about technology-driven change and its impact on the business world. In fact, he’s named in hundreds of patents by people who got their ideas from his speaking and writing. Join the conversation as host Shawn Nason talks with Daniel about turning ...
Mar 09, 2022•34 min•Season 6Ep. 69
Join us this week as host Shawn Nason sits down with Ahmad Imam, an entrepreneur whose journey has taken him from pizza-shop dishwasher to being recognized as one of the top influencers to follow in 2021. As a presenter, host, edutainer, and highly regarded social media personality with over a million engaged followers, Ahmad speaks a message of empowerment and leads by example in his challenge to inspire shocking vulnerability in the business world. Covering topics from going against the grain ...
Mar 02, 2022•28 min•Season 6Ep. 68
Maybe you’ve thought of yourself as a go-getter, but have you ever aspired to be a "go-giver"? Meet this week’s guest, author, consultant, and business leader Bob Burg, who is on a mission to show people that the amount of money one makes is directly proportional to how many people they serve. For over 30 years, Bob has been successfully showing entrepreneurs, leaders, and sales professionals how to communicate their value and accelerate their referral business. Join the conversation between Bob...
Feb 23, 2022•23 min•Season 6Ep. 67
This week’s guest has been a disruptor since way before disruption was cool. Join in the conversation as host Shawn Nason talks all things disruption with author, podcaster, speaker, and consultant Charlene Li, founder of Altimeter, a disruptive analyst firm acquired in 2015 by Prophet. In her mission to help leaders and organizations thrive with disruption, Charlene shifts people’s mindsets and behaviors to embrace disruption and change as a positive instead of negative. In this episode, the tw...
Feb 16, 2022•28 min•Season 6Ep. 66
On this episode, host Shawn Nason sits down with Michael Schultz, founder of Infuse Hospitality, a one-stop solution for specialty food and beverage experiences, which operates more than 29 million square feet across North America. Obsessed with creating human-obsessed experiences, Schultz also founded Chicago-based Fairgrounds Craft Coffee & Tea, a first-of-a-kind cafe that offers a variety of craft coffee roasters, specialty teas, and fresh chef-made food all under one roof. Join the conve...
Feb 09, 2022•27 min•Season 6Ep. 65
What do s’mores and Taylor Swift have to do with standing out as a maverick? Join this week’s episode to find out as Shawn Nason talks with Billy Samoa Saleebey, CEO and co-founder of Podify, a podcast agency that provides production and promotion services to companies and individuals who want to create podcasts. Centered on human-obsessed business interactions, the two cover authentic conversations about going against the grain, asking the hard questions, embracing customer mindsets, and overco...
Feb 02, 2022•29 min•Season 6Ep. 64
If LinkedIn ever names a chief inspiration officer, this week’s guest, Rachel Beck, would be perfect for the job. With more than a quarter of a million followers, she fills her feed with words of encouragement that bring hope to her followers. As an international award-winning photographer and author, she seeks to inspire as many people as possible before she leaves the planet. Join in this week’s conversation as host Shawn Nason talks with Rachel about maverick mindsets, using social media for ...
Jan 26, 2022•22 min•Season 6Ep. 63
What do liver and onions have to do with changing the world? According to this week’s guest, there’s a stronger connection than you might think. In this episode, host Shawn Nason talks with Cory Warfield (A.K.A. the “LinkedIn Growth Guy”) about wowing your customer, putting yourself out there, listening more than you talk, and developing work-life harmony. Driven by big problems that needed to be solved, Warfield’s entrepreneurial career reflects an ongoing theme of constantly being called to st...
Jan 19, 2022•30 min•Season 6Ep. 62
To kick off the sixth season of The Combustion Chronicles podcast, host Shawn Nason sits down with B2B influencer AJ James to dig into the never-dull world of business influencers. Join the conversation as James, chief growth officer and CEO of InfluencerActive and group CEO for innovation and growth at Trinity Consulting Services, discusses innovation and transformation through the lens of connection while engaging the power of rule breaking, constructive criticism, and believing in your ideas....
Jan 12, 2022•25 min•Season 6Ep. 61
In the world of business, it's all too easy to put profits over people and turn relationships into meaningless transactions. How might we flip the script and focus on humanizing business interactions by creating experiences that create significant revenue? Join host Shawn Nason as he examines the business case of creating people-first Experience Ecosystems with a panel of experts. Guests include Diane Magers, founder and chief experience officer at Experience Catalysts in Dallas, TX; Stacy Sherm...
Dec 01, 2021•43 min•Season 5Ep. 60
What does putting on an amazing heavy metal show have to do with customer experience? According to this week's guest, pretty much everything. In this edgy episode, Shawn Nason sits down with award-winning author and speaker James Dodkins to get real about the power of relationships, designing for customer success, and acknowledging the role that fear plays in CX work. Learn more about your ad choices. Visit megaphone.fm/adchoices
Nov 24, 2021•27 min•Season 5Ep. 59
How might we prepare for the new experience frontiers that will be here before we know it? On this episode, host Shawn Nason talks with three industry experts who dig into the role that digital technology plays in transforming our experience horizons. Guests include Jon Radoff, CEO of Beamable; Dr. Swati Mehta, director of quality and performance at Vituity; and Dov Hirsch, founder of ContinuumXR. Download Vituity's tips for making virtual visits "R.E.A.L." Learn more about your ad choices. Visi...
Nov 17, 2021•41 min•Season 5Ep. 58
From humanizing the patient experience to engaging as many industry disruptions as possible, this week's guest is no stranger to challenging the healthcare industry to think differently. Join host Shawn Nason and healthcare experience expert Beth Bierbower as they discuss how healthcare leaders can rethink their Experience Ecosystems by paying attention to what eighteen-year-olds are doing in their garages, looking for lost opportunities, and utilizing data in ways that create a better quality o...
Nov 10, 2021•36 min•Season 5Ep. 57
Nate Brown's conviction and energy for customer experience knows no bounds. As a CX executive and co-founder of the CX Accelerator, he relentlessly unleashes his expertise, boldness, and creativity on the challenges that prevent organizations from creating experiences that make people's lives better. Join us this week as host Shawn Nason sits down with Nate to wake up CX professionals, harness the voice of the customer, and challenge the status quo. Learn more about your ad choices. Visit megaph...
Nov 03, 2021•34 min•Season 5Ep. 56
How are business leaders using experience design to keep up with the pace of change? On this episode, host Shawn Nason is joined by a panel of experts to talk about the role that experience design plays when innovation gets accelerated. Guests include Braden Kelley, customer experience and innovation solution director at HCL Technologies; Diane Stover-Hopkins, founder and CEO of ExPeers; and Michael Horn, senior strategist at Guild Education. Learn more about your ad choices. Visit megaphone.fm/...
Oct 27, 2021•43 min•Season 5Ep. 55
Lots of organizations talk about being customer centric; this week's guest actually makes customer centricity happen. Join the conversation as host Shawn Nason gets real with internationally recognized thought leader, keynote speaker, and author Annette Franz about focusing on the humans in Experience Ecosystems by putting customers in the center of the organization's discussions, decisions, and designs. Learn more about your ad choices. Visit megaphone.fm/adchoices
Oct 20, 2021•30 min•Season 5Ep. 54
How do you create experiences so amazing that they're nothing short of magical? According to this week's guest, it all comes down to leadership. Join host Shawn Nason as he sits down with Lee Cockerell, former executive vice president of operations for the Walt Disney World Resort, to talk about the role that people-centric leadership plays in creating experiences that change people's lives. Learn more about your ad choices. Visit megaphone.fm/adchoices
Oct 13, 2021•32 min•Season 5Ep. 53
On this week's episode, host Shawn Nason explores innovation and disruption through the lens of the investment world. Though sinking major money into the next big thing is never a sure bet, investing in innovation requires looking beyond the immediate return on investment to focus on creating a better world. Episode guests include Michael Lee, senior vice president of strategy and marketing at Innovation Minds; David Kepron, founder and owner of NXTLVL Experience Design; and Garnet Heraman, co-f...
Oct 06, 2021•40 min•Season 5Ep. 52
Having served in executive leadership roles with some of the world's most recognizable companies, this week's guest brings a unique perspective to understanding the importance of human-first experiences. Join in the conversation this week as host Shawn Nason talks with Emily Chang, CEO of McCann Worldgroup China, to discuss culture and leadership as well as the role that social legacy plays in the business world. Learn more about your ad choices. Visit megaphone.fm/adchoices
Sep 29, 2021•30 min•Season 5Ep. 51
According to customer experience expert Shep Hyken, there's a big difference between repeat customers and loyal customers. And, to be successful, companies have to know the difference. Join us this week as Shep, an in-demand keynote speaker and best-selling author, joins host Shawn Nason for a no-holds-barred conversation about loyalty killers, the importance of leadership and culture, and the launch of his new book, I'll Be Back: How to Get Customers to Come Back Again & Again. Learn more a...
Sep 22, 2021•36 min•Season 5Ep. 50
The banking industry is at an interesting crossroads as it navigates the Experience Economy, the expectations of a mobile generation, and the uncertainties of the cryptocurrency frontier. How can banks leverage experience to stay relevant and competitive in a rapidly changing world? On this episode, host Shawn Nason explores experience design in the banking industry with Robin Beers, SVP of customer insights and experience design at Wells Fargo, Renee Pezzi, SVP and head of enterprise experience...
Sep 15, 2021•42 min•Season 5Ep. 49
No one shares an average experience; they share things they love and things they can’t stand. When you create a remarkable experience for your customers, they become your best marketers. On this episode, host Shawn Nason sits down with international keynote speaker, author, and customer experience coach Dan Gingiss, who explains why creating remarkable customer experiences is a company's best option for their sales and marketing strategy. 1shALtponNScsHTyqd8m Learn more about your ad choices. Vi...
Sep 08, 2021•37 min•Season 5Ep. 48
There's a big difference between services and experiences, and according to this week's guest, companies who are not staging experiences are missing important revenue opportunities. In this episode, Joe Pine, internationally acclaimed speaker and bestselling author of The Experience Economy: Competing for Customer Time, Attention, and Money, joins host Shawn Nason to challenge leaders from all industries to rethink their approach to customer experience. Learn more about your ad choices. Visit me...
Sep 01, 2021•34 min•Season 5Ep. 47
Like it or not, artificial intelligence, robots, and other emerging technologies keep business leaders on their toes as they try to figure out how to navigate a changing world. How can we stay a step ahead of these changes, and more importantly, how can we humanize the technology as it emerges? On this episode, we're diving into the role that emerging technologies play in creating experiences that keep people coming back with guests Lou Carbone (founder and CEO of Experience Engineering Inc), Cr...
Aug 25, 2021•42 min•Season 5Ep. 46
