Adweek just did a write up on Uber's new ad campaign and we found reasons to concur with the article and take what Uber is doing farther. In this episode of the Experience Strategy Podcast, hosts Aranzas Savas, Joe Pine, and Dave Norton discuss Uber's new advertising campaign, focusing on its storytelling approach and the importance of experiences in marketing. They explore how Uber positions itself as a service that enables meaningful experiences, the emotional, social, and systemic jobs it could fulfill, and the broader implications for brands in commoditized industries. The conversation also delves into the significance of modes and situations in user experience, and how universal storytelling can resonate with diverse audiences.

Takeaways

• Uber's new campaign emphasizes storytelling over traditional advertising.
• Experiences are crucial for differentiation in a commoditized market.
• Uber positions itself as an enabler of meaningful experiences.
• The campaign highlights reliability and dependability as key selling points.
• Emotional and social jobs are opportunity areas for Uber experiences.
• The storytelling is both universal and situational--and Tiktokky
• Modes and situations play a significant role in Uber experiences.
  
  

Chapters

00:00 Introduction to Uber's New Campaign
01:40 The Power of Storytelling in Advertising
04:00 Experiences as Differentiation in Marketing
07:28 The Role of Uber in Enabling Experiences
09:47 Promises and Expectations in Service
12:06 Social and Emotional Jobs of Uber
13:47 Aspirational and Systemic Jobs to Be Done
16:35 Modes and Situations in User Experience
20:17 Universal Storytelling in Advertising
22:24 Conclusion and Future Discussions

Read more

https://www.adweek.com/brand-marketing/uber-drives-home-the-power-of-showing-up-in-new-on-our-way-ad/

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In a recent HBR article, Yang Li shares his theory for how Pop Mart won young customers. But we think that fragmented attention is not what Pop Mart has mastered. Instead, they have mastered markets within/situational markets. In this conversation, the speakers delve into emphasizing the importance of customer engagement and customization. They discuss Pop Mart's innovative strategies for capturing consumer attention and fostering a sense of belonging among customers. The dialogue also explores the evolution of market segmentation, the significance of creating immersive experiences, and the need for brands to prioritize experience over traditional branding methods.

Other brands discussed include Ffern, Lego, and Cracker Jacks.

Takeaways

• Attention is one of the three currencies of the experience economy. It's not an economy.
• Pop Mart's success only partially lies in addressing fragmented consumer attention.
• Demographics are not effective for understanding individual consumers.
• Brands must cultivate surprise and delight and a sense of belonging.
• Timeless principles of experience design are still relevant today.
• Fusing real and virtual experiences can enhance customer engagement.
• Brands should focus on creating immersive experiences at home.
• The experience is more important than the brand itself.
• Packaged goods companies should prioritize customer experience in their strategies.

Chapters

00:00 Understanding the Experience Economy
02:54 Pop Mart's Success in the Market
05:50 The Evolution of Market Segmentation
08:57 Creating Loyalty and Belonging
11:58 The Role of Surprise and Anticipation
15:03 Fusing Real and Virtual Experiences
17:57 Lessons from Pop Mart for Other Brands

Read more

https://hbr.org/2025/07/how-pop-mart-won-young-customers-in-a-fragmented-attention-economy

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Lil’ Miquela and Mia Zelu have millions of followers and generate serious income, despite being created with artificial intelligence. A recent article in the NY Times caught our attention and we just had to weigh in on how AI influencers are changing the way customers think about what they can trust. In this episode of the Experience Strategy podcast, hosts Aransas Savas, Joe Pine, and Dave Norton delve into the intriguing world of AI influencers, exploring their rise, the complexities of trust and authenticity in the digital age, and the implications for the future of influencer experiences. They discuss the evolving nature of social proof, the role of empathy in AI, and how brands can navigate the changing landscape of consumer relationships. The conversation highlights the need for transparency and authenticity in experience strategies, as well as the potential shift towards hyperlocal influencers.

Takeaways

• AI influencers are gaining popularity and generating significant income.
• Parasocial relationships with AI are becoming more common.
• Trust in AI influencers is complex and multifaceted.
• Authenticity is increasingly important in the digital age.
• Social proof is being redefined in the context of AI.
• The role of empathy in AI is a contentious topic.
• Brands need to be transparent about AI-generated content.
• Micro-influencers may become more valuable than traditional influencers.
• Understanding customer needs is crucial for effective marketing.
• The future of AI and human relationships is uncertain and thought-provoking.

Chapters

00:00 Introduction to AI Influencers
02:44 The Rise of AI Personalities
05:54 Trust and Authenticity in AI
08:53 The Evolution of Social Proof
11:53 AI and Empathy: A Complex Relationship
14:48 The Role of Brands and Influencers
17:47 Lessons for Experience Strategists
20:46 The Future of AI Storytelling
23:43 Conclusion and Reflections

Read more

https://www.nytimes.com/2025/09/03/style/ai-influencers-lil-miquela-mia-zelu.html

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In The New York Times article written by Daniel Currell, the author/consultant contents that Disney's tiered system is designed to target affluent guests, not middle class people. In this episode of the Experience Strategy Podcast, hosts Joe Pine, Dave Norton, and Aransas Savas discuss the article about Disney's transformation from an egalitarian experience to a tiered system. They explore the implications of this shift on the middle class, the increasing value placed on experiences, and the desire for connection among visitors. The conversation delves into the role of services, time value, and the exclusivity of certain experiences, ultimately addressing the future of Disney and its expansion opportunities.

This episode is brought to you by The Cargo Agency and Feedback Now.

Takeaways

• Disney has shifted from an egalitarian mindset to a tiered system.
• The value of experiences has increased significantly over the years.
• Wealth impacts the amount of time one can spend enjoying experiences.
• Visitors seek connective experiences with loved ones.
• Services play a crucial role in enhancing the overall experience.
• Having multiple channels is a key strategy for growth.
• Club 33 represents the only exclusive experience in the park.
• Time is a critical currency in the experience economy.
• Disney's pricing strategy reflects the value of experiences.
• The future of Disney may involve expansion and innovation.

Chapters

00:00 Introduction to the Experience Economy
00:26 Disney's Shift from Egalitarianism
01:44 The Value of Experience and Pricing
05:21 The Impact of Wealth on Experience
06:47 The Desire for Connection in Experiences
09:54 The Role of Services in Enhancing Experiences
12:03 Gamification and the Disney Ecosystem
15:47 The Exclusivity of Club 33
18:03 Time as a Currency in Experiences
21:18 The Future of Disney and Expansion Ideas

Read more

https://www.nytimes.com/2025/08/28/opinion/disney-world-economy-middle-class-rich.html?unlocked_article_code=1.iU8.Yl9x.HdJppkkpqYcr&smid=url-share

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In an August 14th Vogue Business article by Madeleine Schultz , Saks Global, the parent company of Saks Fifth Avenue, Neiman Marcus and Bergdorf Goodman, discussed its personalisation strategy and an investment of $600 million for it's new platform. The only problem is: based on the article, we think they got it wrong.

In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton delve into the evolving landscape of personalization in retail, particularly focusing on Saks Global's new strategies. They discuss the importance of understanding customer modes, the role of contextual data, and the challenges faced by traditional personalization approaches. The conversation highlights the need for brands to meet customers where they are, especially in the age of social shopping, and emphasizes the integration of online and offline experiences to enhance customer engagement.

This episode is brought to you by The Cargo Agency and Feedback Now.

Takeaways

• Personalization is a form of customization for individuals.

• Saks has invested heavily in personalization strategies.

• Modes thinking is crucial for effective personalization.

• Contextual data is essential for understanding customer needs.

• Traditional personalization approaches may feel outdated.

• Social shopping is a growing trend in retail.

• Brands must meet customers where they are online.

• Integration of online and offline experiences is key.

• Personalization should not just be about demographics.

• The future of retail lies in innovative and brave strategies.

Chapters

00:00 Introduction to Personalization in Retail
02:57 Exploring Hyper-Personalization Strategies
05:55 The Importance of Context in Personalization
09:05 The Role of AI and Machine Learning
11:57 Challenges of Traditional Retail Personalization
14:49 The Shift Towards Social Shopping
17:45 Integrating Online and Offline Experiences
20:48 Future Directions for Retail Personalization

Read more

https://www.voguebusiness.com/story/consumers/inside-saks-globals-personalisation-strategy?utm_source=chatgpt.com

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Q2 of the US economy was very kind to movie theaters who are still recovering from the pandemic. AMC's financial performance and the evolving landscape of cinema experiences suggests a rebirth for badly bitten sector. Thanks to A Minecraft Movie and other blockbusters, we are finally seeing the repurposing of movie theater. The hosts explore the importance of community and shared experiences in film, the role of content quality, and innovative strategies to engage audiences. The conversation emphasizes the need for theaters to enhance the overall experience to attract viewers back, highlighting the significance of immersive and communal elements in the movie-going experience.

Takeaways

• The pandemic significantly impacted the experience sector, especially movie theaters.
• Improving the theater experience can lead to increased attendance.
• A Mindcraft Movie and other blockbusters created tremendous box office revenues.
• Content quality is crucial for drawing audiences back to theaters.
• Community experiences enhance the enjoyment of films.
• Innovative strategies can create shareable moments in cinema.
• Theaters need to focus on creating immersive experiences.
• Audience engagement is key to the future of cinema.
• Shared experiences can drive social media buzz and virality.
• The movie industry must adapt to changing viewer preferences.
• Designing for different viewing modes can enhance the cinema experience.

Chapters

00:00 Introduction to the Experience Economy
01:15 The Impact of the Pandemic on Movie Theaters
03:33 The Premiumization of Movie Experiences
05:34 Challenges of Movie Theater Experiences
08:17 The Success of Community-Driven Films
12:30 Creating Shareable Experiences in Theaters
16:46 The Role of Experience in Movie Theaters
20:45 Conclusion and Broader Implications

Read more

https://www.wsj.com/business/earnings/amc-posts-narrower-loss-as-sales-surge-7c161073?st=pqPSLX&reflink=desktopwebshare_permalink

https://screenrant.com/a-minecraft-movie-chicken-jockey-scene-audience-reactions-explained/?utm_source=chatgpt.com

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In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss a recent episode of the Diary of a CEO featuring Mo Gawdot, who predicts a dystopian future driven by technology and AI. The conversation explores themes of transformation, the value of work, and the implications of AI on jobs and society. The hosts critique Mo Gawdot's techno-extremism and emphasize the importance of hope and purpose in navigating the future. Using insights from The Experience Economy, from Experience Strategy, and human behavior, they argue for a bright future for those focused on customer's needs and desires

Takeaways

• Mo Gawdot predicts a 15-year dystopia followed by a utopia.
• Critique of techno extremism highlights the need for balance.
• Transformation is key to the future economy.
• Work provides purpose and meaning to individuals.
• AI will create new jobs, not eliminate them.
• Gawdot argues against hope and against innovation
• Embracing AI is crucial for future success.
• People are resources that drive innovation.
• Experience strategists need to develop a strategic point of view to thrive in the future

Chapters

00:00 Introduction to the Experience Strategy Podcast
01:26 Mo Gawdot's Dystopian Predictions
02:54 Critique of Techno-Extremism
05:19 Transformation vs. Dystopia
10:24 The Role of Work in Human Dignity
14:41 AI and the Future of Work
18:59 Hope and Transformation
22:55 The Last Mile Issue in Automation
25:02 Future Skills for Experience Strategists

Read more

https://open.substack.com/pub/theexperiencestrategist/p/the-future-is-uncertain-and-bright?r=257bs3&utm_campaign=post&utm_medium=web&showWelcomeOnShare=false

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The Experience Strategy Podcast is available on all major podcast platforms for free.

In this episode, the hosts discuss the complexities of tourism in Italy, particularly focusing on the balance between local experiences and tourist demands. They explore the impact of consumer behavior on travel, the need for sustainable tourism practices, and the importance of transformational travel that benefits local communities. The conversation emphasizes the necessity for destinations to adapt to changing trends and the value of holistic travel experiences that respect both tourists and residents.

Takeaways

• In Europe, tourists are getting squirted by residents and Bezos and Sanchez's wedding makes locals mad.
• Italy's tourism faces challenges balancing local needs and tourist demands.
• The concept of slow tourism promotes quieter, more authentic experiences.
• Tourism should support local economies and respect residential areas.
• Consumer behavior in travel is increasingly influenced by social media.
• Destinations need to adapt quickly to changing trends and demands.
• Transformational travel can enhance community engagement and support.
• Tourist fees can help fund local infrastructure and services.
• A subscription model for travel experiences could foster repeat business.
• Travel experiences should cater to diverse traveler needs and preferences.
• Holistic travel experiences encompass cultural, environmental, and community aspects.

Chapters

00:00 Exploring the Vibrancy of Italy
06:14 The Challenges of Mass Tourism
12:11 Adapting to Changing Consumer Demands
18:10 Transformational Travel and Community Impact
23:17 The Future of Travel Experiences

Read more

https://fortune.com/2024/07/09/barcelona-residents-fed-up-with-tourism-squirting-visitors-with-water-guns/

https://www.tourism-review.com/italy-draws-visitors-with-its-fancy-experiences-news15039

https://www.businessinsider.com/glad-we-did-not-buy-one-dollar-italy-home-2024-12

https://www.nytimes.com/2025/06/20/style/jeff-bezos-lauren-sanchez-wedding.html

https://www.nytimes.com/2025/06/15/travel/europe-tourism-protests.html

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