Send us a text In this episode, Devin and Won You discuss the profound impact of AI on the design and technology sectors. They explore how AI tools have already enhanced productivity in their workflows, raising both opportunities and concerns for the future role of designers. Key topics include the commoditization of design, potential loss of craftsmanship, and broader economic consequences of AI replacing traditional jobs. Ethical considerations around AI, such as copyright issues and ...

Send us a text Why do we have so many managers, but so few leaders? What does it even mean to be a leader? How do you become one? In this episode, I talk with Jennifer Borchardt, VP of Experience, Financial Services at Publicis Sapient about how to cross over into leadership. The episode begins with Jennifer reflecting on her journey and how her view of leadership has evolved over time. Jennifer has worked in various roles within the sector, most recently leading an experience practice...

Send us a text Show Notes Episode Overview In this episode, Chris Spiek, a luminary in the product development sector,me to discuss the transformative potential of the Jobs to be Done theory in business strategy. Chris shares his journey of collaborating with Apple to bring the innovative tap-to-pay feature to market, and how one feature born out of JTBD Research created a feature single-handedly responsible for 50% of company revenue. Tune in to hear the story. Key Takeaways Collaboration w...

Send us a text In this episode, I had the pleasure of speaking with Horst Schulze, a visionary leader in the hotel industry. He shared his insights on the importance of purpose and belonging in the workplace, the role of leadership, and how his faith has influenced his approach to business and relationships. Key Takeaways The importance of purpose and belonging in the workplace: Mr. Schulze emphasizes that companies should hire people not just to fulfill a function, but to be part of a purpos...

Send us a text In this episode of Experience Leader, Devin talks with legendary hotelier, co-founder of the Ritz-Carlton Hotel Company, and founder of Capella Hotel Group, Horst Schulze. They talk about his remarkable story and how he creates the best hotels in the world. This is the first part of a two-part series that will get you fired up to pursue excellence in your life and work. Enjoy the conversation. Join other industry leaders by signing up for the Experience Leader Newsletter. A p...

Send us a text Some people just get the need for great CX because it’s a part of who they are, and it is definitely a part of Ashley Jones, CEO and Founder of Love Not Lost. Love Not Lost is a non-profit that provides portrait photography for people who have a terminally ill loved one so that they can capture memories together while they still can. In this episode, Devin talks with Ashley about how she started Love Not Lost and the way the organization cares for donors, photographers,...

Send us a text Have you ever encountered pure energy? Devin comes close when he sits down with Nate Brown, Co-Founder of the CX Accelerator and Senior Director of CX at Arise. Nate and Devin talk about their experience at CX Forums Experience Atlanta ‘23 and about why experience matters! Enjoy the conversation. Join other industry leaders by signing up for the Experience Leader Newsletter. A production of Experience Leader LLC. Links Connect with Nate Brown on LinkedIN Listen to...

Send us a text On this episode, Devin chats with his colleague Joe Rapoza, Senior Manager of UX Design at Charles Schwab, about whether UX Designers make good entrepreneurs. Enjoy the conversation. CX Forums ATL 23 is coming. Use Discount Code “Devin20” to save 20% on tickets! Get tickets HERE. Join other industry leaders by signing up for the Experience Leader Newsletter HERE. A production of Experience Leader LLC. Links: Learn more about Joe Rapoza. Learn more about hosts Devin Smith ...

Send us a text On this episode, Devin sits down with Utibe Bassey (Head of Customer Experience, Dominion Energy) to discuss her revolutionary idea of LOVE as a KPI for any business that wishes to dominate its category. She breaks down the tenets as; L - Leadership O - Offer (Products & Services) V - Value Proposition E - Engagement Enjoy the conversation. Join other industry leaders by signing up for the Experience Leader Newsletter HERE. A production of Experience Leader LLC. Links...

Send us a text Does Design Thinking work? Or does it oversimplify design, misrepresent it to the business world, and try to place designers? Steve Nedvidek joins Devin on the podcast in this episode to discuss it all. Steve teaches design thinking at Wake Forest University, is responsible for introducing design thinking to Chick-fil-A, and is himself a designer. He is the perfect person to address recent critique of design thinking, in which a well-known designer claims that design thi...

Send us a text How do you create a consistently great customer experience in the SaaS business world? We find out from Sydney Sloan, whose storied career has included serving as CMO of Salesloft as well as senior marketing leadership positions at Adobe and Marketo. Connect with Devin LinkedIn X: @devinwsmith Subscribe and Review If you enjoyed this episode, make sure to subscribe to our podcast so you'll never miss an episode. We'd also appreciate if you could leave us a review on Appl...

Send us a text Your next star performer might not have the traditional background you're looking for, but you can find them, and Derek Greenacre is with us this week to show the way. Connect with Devin LinkedIn X: @devinwsmith Subscribe and Review If you enjoyed this episode, make sure to subscribe to our podcast so you'll never miss an episode. We'd also appreciate if you could leave us a review on Apple Podcasts. Your reviews help us reach more people and create a bigger impact.

Send us a text How do you apply the Theory of Jobs to be Done to Sales? Bob Moesta is with us this week to talk about how he has done it, as outlined in his book, Demand-Side Sales 101. Connect with Devin LinkedIn X: @devinwsmith Subscribe and Review If you enjoyed this episode, make sure to subscribe to our podcast so you'll never miss an episode. We'd also appreciate if you could leave us a review on Apple Podcasts. Your reviews help us reach more people and create a bigger impact.

Send us a text In today's episode, hosts Devin and David are back for the second installment of this series on sales, marketing, and how both can work better together. Last week focused on marketing, this week is about sales! While sales and marketing may feel like they are from different planets, both have to work together to ensure the best experience for the customer. The main goal for the company is how to orient itself around the customer, and to help the customer make the right buying c...

Send us a text David and I got to hang out with over 350 product professionals at Productfest RVA 2022 in Richmond, VA. It was a blast, and we got to talk with product pros from CarMax, Capital One, and HBO Max. Tune in to hear about the event and the careers of these pros doing big things at major companies. Connect with Devin LinkedIn X: @devinwsmith Subscribe and Review If you enjoyed this episode, make sure to subscribe to our podcast so you'll never miss an episode. We'd also appr...

Send us a text Welcome to the Experience Leader podcast, and to this episode brought to you by Active Digital! Do you want to de-commoditize your products and services? Do you want to become a destination brand, increase your revenue, and have more control over your pricing? If so, you're in the right place! Each week, we'll talk about how to create great customer experience and how to orient your company to enable them. In today's episode, hosts Devin and David unpack...

Send us a text In today's episode, hosts Devin and David discuss customer experience tech, specifically diving into customer relationship management. Since David is our resident CRM expert, he fills the role of guest as Devin runs the interview! Devin first wants to explore David's history with CRM, which includes experience building a CRM platform. From his early CRM experiences, including such things as rudimentary efforts using Excel and Access, and onward, David has seen all t...

Send us a text Welcome to the Experience Leader podcast, and to this episode brought to you by Active Digital! Do you want to de-commoditize your products and services? Do you want to become a destination brand, increase your revenue, and have more control over your pricing? If so, you're in the right place! Each week, we'll talk about how to create great customer experiences and how to orient your company to enable them. In today's episode, hosts Devin and David...

Send us a text How well do you know your customers? It's a tough thing to get down to the bottom of what your customer's intent is. It's tougher still to then continuously refresh and refine your knowledge of customer intent, and create awareness of it as an organization. Today, David and I talk about how to get better at understanding your customer. We cover: Customer insight's tie to your purposeForming your organization around customer intentThe importance of using both qualitative and qu...

Send us a text You might think that you can't innovate in the chicken business, but Steve Nedvidek says otherwise. Over his 30 year career with Chick-fil-A, Inc., Steve has done everything from cook chicken to creating an entire innovation center. We talk about The culture of the early years at Chick-fil-AWhat it was like to work for Truett CathyHow Chick-fil-A grew sustainablyThe inflection point that put Steve in the hotseat to start an innovation centerThe cool things Steve is doing...