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By the time that you are listening to this, I should be in Florence, Italy visiting my daughter who is studying abroad. I’ve never been to Italy, and by extension of that I’ve never been to Florence, so there is going to be a lot to experience while there. Hopefully there will be some fun tales to tell afterwards! Having stories to tell is different from being able to tell stories. It is an art to be able to tell a good story, one that not only keeps people engaged, but also transmits some knowledge or lesson as well. Stories are one of the best ways to share knowledge in a way that is relatable and impactful.  One of the things that I have learned from doing this podcast is that everyone has a story to tell. I also have learned that sometimes people need some assistance telling their story. That can be limited to just some conversational prompts on a podcast, or a longer-term mentoring about how to put those stories in writing.  I’ve long been interested in public scholarship, taking what I know as an academic and putting it into terms that a broader public can be engaged in. As an academic, I also know that my communication style has been heavily influenced by academic writing, which if you have ever tried to read that style you will know that it isn’t conducive to engagement. So you could say I needed a little help with telling my story. That’s why I partnered with Eric Koester and his company Manuscripts. That’s also why I am having him as a guest on EXD today. Eric started Manuscripts from an experiment that he ran while teaching a college class. The assignment for all of his students was to write a book by the end of the semester. From that process came the idea of a larger effort to help people tell their stories, and that has resulted in 3500+ published authors, 350+ national and international award winners and finalists, and a 90% manuscript completion rate. I might add that Manuscripts also is a Certified B Corp!. Eric and I cover a lot of ground in this conversation. We discuss the limits of modern-day education, and how to design more impactful learning experiences. A key is to connect with people’s interests and passions. Eric shares findings from his research on inflection points in people's careers, highlighting that substantive, collaborative projects are key to achieving such points. Eric emphasizes the need for projects that can be packaged and completed, such as a 12-episode podcast season or a 200-page book, rather than starting with smaller tasks like a blog or a single podcast episode. Eric discusses the importance of systems in achieving goals, particularly in writing books and dissertations, and highlighted Manuscript's B Corp certification as part of its mission to empower underheard authors. We discuss the principles of creating knowledge movements and thought leadership through books. Eric explains that successful movement-driven books typically teach either a new type of person to aspire to be or a new type of action to aspire to do, emphasizing the importance of simplicity and intrigue. And I can say for me that working with Eric and Manuscripts has been extremely helpful in getting me to tell the stories that I have been wanting to share.  Eric Koester: https://erickoester.com/ Eric Koestler on LinkedIn: https://www.linkedin.com/in/erickoester/ Manuscripts: https://manuscripts.com/ “Super Mentors: The Ordinary Person’s Guide to Asking Extraordinary People for Help”: https://www.amazon.com/Super-Mentors-Ordinary-Persons-Extraordinary/dp/B0B5Q6V6BB

I don’t know about you, but I find the cereal aisle to be a pretty wondrous place.  We’re all probably pretty used to it, but just imagine the cereal aisle from the perspective of a person who has never seen it before. It’s a lot. I mean, how do you pick a cereal when you don’t know what each of them has to offer.  Of course, this is where marketing comes in.  Marketing is that thing that tries to connect us with products, services, organizations, and every other matter of thing that is trying to get our attention. In the Attention Economy, that’s a tall ask. The Attention Economy refers to how human attention is a scarce resource and can be traded for profit. The key point here is it is a ‘scarce resource,’ and one that is only getting more scarce. As an educator, I know this very well. We only have so much attention to give, and there is more and more that is competing for it.  Marketers have a much harder job, but luckily for them they have more tools at their disposal to help. The trick is how to best use them. Today's guest on Experience by Design is Lisa Cole, Chief Marketing, Product, and AI Officer (or CMPAIO) of the company 2X. She also is the author of the just released book The Limitless CMO). She also is the author of the books “Brand Gravity” and “The Revenue Ramp.”  We talk about how growing up she was the kid that always tried to take things apart to see how they worked. That translates very well to exploring how AI can be leveraged for marketing today, digging into it and seeing how it works in order to capitalize on its abilities in the Attention Economy.  We discuss how we need to spend more time learning than just doing, finding ways to do things differently than before if we want to stand out from the noise. Lisa highlights the importance of reimagining workflows and tasks before applying AI to optimize outcomes and prevent inaccuracies. Afterall, the product produced through the use of a tool is always dependent on the skill of the person using it. Lisa’s new book shows how marketing leaders can overcome constraints through three key levers: running marketing like a business, leveraging outsource models, and adopting AI. We also discuss the relationship between sales and marketing, and how many companies continue to make it harder to buy when they finally get your attention.  Finally, Lisa shares how she used an AI-based tool to interview her on long drives to help her generate ideas for her book.  In this new era of attention competition, there is a lot to learn to make people aware of our presence, and this conversation is a great place to start no matter what you are marketing. Even cereal. Lisa Cole: https://www.linkedin.com/in/lisacole01/ 2X Marketing: https://2x.marketing/ “The Limitless CMO”: https://www.amazon.com/Limitless-CMO-Transform-Order-Taking-Market-Making-ebook/dp/B0GSCXR8HM

I have long taken an interest in, and even done research on, this idea of “labor-saving technology.” Maybe it is because I had a front-row seat to a lot of the technological transformations that we now pretty much take for granted.  In ninth grade, I had a typing class on fully manual typewriters, the kind where the keys would jam and you had to whack the return bar. Good times. The next year, the school installed PCs for typing class. I also have lived through dot matrix printers, dial-up modems, floppy disks (the actual floppy kind), cable television arriving, cell phones becoming ubiquitous, and a whole host of other “advancements” that promised to make my life easier and better.  I don’t know about you, but I’m not feeling it.  Making things more efficient doesn’t mean the outputs are higher quality. Rather, they just become more frequent because the actual labor it takes to do an individual thing goes down. However, as nature abhors a vacuum, the reduced time it takes to do one thing is filled by doing other things. Sure it takes a shorter time to get an email than “snail mail.” But imagine if we got as much snail mail as we do email. Only pop culture stars would get that amount of mail, and they have assistants to help them answer we. We have to answer our own emails! What does it all mean? I’m doing more and more, but does that mean I’m more and more successful? I can be in contact with more people, but am I more connected? I can produce more, but am I more productive? I can access the most advanced health care in human history, but am I healthy? These are the contradictions of our time. We were promised one thing, but we are finding ourselves in another place. The present is not as advertised.  And I’m still waiting for the flying cars I was promised growing up.  To tackle these deeper questions, I have Dr. Camille Preston on Experience by Design podcast. Dr. Preston received her PhD in Psychology at the University of Virginia, for which her work on policing domestic violence received the APA International Best Dissertation Award. That work led to a broader interest in trauma, grief, growth, and recovery.  Today as Founder and CEO of AIM Leadership, she is an executive coach to senior leaders in major companies, a well-traveled keynote speaker, faculty member, advisor, and author. Her works include three books, “Living Real: Redefining Success, Presence, and Happiness,” “Rewired: How to Work Smarter, Live Better, and Be Purposefully Productive in an Overwired World,” and “Create More Flow: Igniting Peak Performance in an Overwired World.” We talk about how there is a tendency to avoid difficult conversation and suppress trauma, which impacts all aspects of our lives (including being effective leaders). She discusses the challenges of building authentic connections in this technological era. As a result, organizations need to create places where people can build relationships through simple conversations and shared activities.  Camille talks about moving from the “Information Age” and into the “Wisdom Age,” where individual AI will disrupt traditional sources of power and expertise. Finally we discuss her work as a “Business Doula,” helping individuals and organizations navigate transitions and giving birth to new possibilities. After all, times of uncertainty create tremendous potential for growth. All we have to do is to start embracing the “woo.”  Dr. Camille Preston: https://www.camillepreston.com/ Camille Preston LinkedIn: https://www.linkedin.com/in/camillepreston/ “Rewired: How to Work Smarter, Live Better, and Be Purposefully Productive in an Overwired World”: https://www.amazon.com/Rewired-Smarter-Purposefully-Productive-Overwired/dp/0984904107 “Living Real: Redefining Success, Presence, and Happiness”: https://www.amazon.com/dp/B0F7T38495 “Create More Flow: Igniting Peak Performance in an Overwired World”:  https://www.amazon.com/Create-More-Flow-Performance-Overwired/dp/0984904115

It was quite the weekend for Nordic skiing in the United States. The World Cup visited Lake Placid, NY, and I was there along with 14,000 plus other spectators to take it all in. We saw some of the biggest names in cross-country skiing take to the line and race in the snow and even in the rain. As an avid Nordic skier, it was awesome to see it all happen in a location that I have skied (although at much slower speeds).  One of the main attractions was the retirement of Jessie Diggins, the greatest Nordic athlete ever to come out of the United States. Her legacy however goes well beyond the Olympic medals and world championships. When she talks about her career and her impact, she focuses much more on the culture she helped to create on the US Nordic ski team, and the larger impact on youth skiing. One of her trademarks is wearing glitter on her cheeks during her races. At the event, hundreds (if not thousands) of people were also wearing glitter. While perhaps a small symbol to some outside of this culture, it speaks to how the outcome of the race is not the only thing. Rather, it is the joy of participating in a community with others who share the passion you all have for this activity. On her legacy, she said the following: “I think the team is going to be just fine without me,” Diggins said. “And I feel like that’s how I know I did my job. There’s so much leadership coming from so many people, because this team is filled with individuals who have put their heart and their energy into the team and who spend time thinking about, How can I make this team better? Not just what can I get and how can the team help me, but how can I make sure that we succeed? And I think that is why we succeed.” On the point of leadership, I welcome Dalmo Cirne to Experience by Design podcast. Dalmo wrote the book “The 4 Streams of Leadership: Transform Yourself into an Overachiever Manager.”  In this book, he talks about how being in a position of leadership doesn’t prepare you for being a leader. People often are promoted into leadership positions because of their technical competence, but that doesn’t translate into effective leadership.  We talk about the overtaxing of middle management when placed into this position, and how it impacts those who are reporting to them. We discuss the concept of leadership and the importance of understanding and managing different streams in an organization, including downstream (team and projects), upstream (communication with upper management), and sidestream (interactions with peers in other departments). Dalmo examines the nature of leadership, agreeing that while organizational hierarchy is necessary for making difficult decisions, true leadership is demonstrated through actions and behaviors rather than just position Dalmo highlights the significance of understanding one's own motivations for seeking leadership roles, contrasting those who are naturally drawn to leadership with those who seek it for external recognition or financial gain.  Finally, we have some conversation about the properties of snow, including heavy and wet New England snow versus light and fluffy Colorado snow. And what better time to talk about snow and leadership than with the retirement of Jessie Diggins and the emergence of the next generation of Nordic leadership for US cross-country skiing!  Dalmo Cirne: https://dalmocirne.com/ Dalmo Cirne LinkedIn: https://www.linkedin.com/in/dalmocirne/ “The 4 Streams of Leadership”: https://www.amazon.com/dp/1510785183

Well we did it, folks! Experience by Design podcast has hit 25,000 downloads. I don’t know what all that means in real terms other than a lot of you like to listen to this on a regular basis. First, that’s a testament to the great guests who spend their time talking with me about their lives and their work. Second, it is a testament to you for being interested in these stories and the field of experience design. Third, I guess it is a testament to me, even though I don’t feel comfortable giving myself credit. So thank you for 25,000 downloads. And I promise more great guests for the next year. We have had a run of great episodes on employee experience, and it is one of my favorite topics to explore in experience design. In discussions of workplaces, the framing typically is either around the workers (at the bottom of the org chart) or the leadership (at the top of the org chart). When people talk about organizational change, it is framed as either ‘top-down’ or ‘bottom-up’. These formulations leave something important out: the middle.  In many ways, middle management often goes unresourced, underappreciated, and stressed. But it also is where things need to get done, and ultimate strategic success can depend. My guest today on Experience by Design is the author of the book “The Elevated Leader” who talks about ‘the messy middle’ in organizations. Laurie Maddalena is first notable characteristic is that sociology was her favorite class. Along with that topic, we explore the challenges of having five generations in the workplace right now, and what that means for management and leadership. She talks about the Six Saboteurs in the workplace, which she lays out in her book and consulting. We explore how there are no “hard skills” or “soft skills”, but rather just essential skills. The key goal is to create environments where people can do and become their best.  Laurie provides practical leadership tools with training that gives actionable tips rather than vague statements. She stresses the need for career paths besides leadership. We explore the evolution of human resources into being a strategic partner that are shaping the culture of the workplace.  Finally, we talk about while conflict is natural and necessary for team growth, the key is managing it constructively rather than avoiding it. Laurie also offers a free assessment tool to help leaders identify and overcome their specific saboteurs.  Laurie Maddalena: https://www.lauriemaddalena.com/ Laurie Maddalena LinkedIn: https://www.linkedin.com/in/lauriemaddalena/ “The Elevated Leader”: https://www.lauriemaddalena.com/elevated-leader-book

You probably know that there are a lot of podcasts out there to listen to. By one estimate, as of January 2026 there are 4.58 million podcasts. That’s a lot of people churning out content that runs the gamut of topics and guests. If you look at the podcast stats, you also will see that nearly one-third of podcasts are 20-40 minutes in length.  Which makes Experience by Design stand out in a somewhat unique way in terms of the length of my conversation with guests. Only about 15% of podcasts last an hour or more.  So why go for an hour when most podcasters go for a much shorter length? Stories. Part of my goal here at ExD is to hear the stories that people have to offer, to learn about the people behind the products and offerings. I like to think about it like “Humans of Experience Design.” As an ethnographer, I like to hear people’s stories. I’ve also found that people like sharing their stories. In many ways, the manner in which we share stories is what makes us human, or more human. My guest today knows all about telling stories. Bill Blankschaen is here to talk about his book “Your Story Advantage: A Proven Path to Maximize Your Impact, Influence, and Income.”  Bill’s background has roots in his study of English and History, both of which are rich in stories. He then found himself leading a private school. While rewarding, he felt a calling for something more, and that was to help people tell their stories. This led to his company StoryBuilders, “a creative team of storytellers who are passionate about serving people with excellence in genuine, high-trust relationships.” Bill and StoryBuilders provide coaching, assistance with writing, getting it ready for launch, and getting it in front of your audience. They have worked with a range of business leaders, political figures, cultural influencers, and many more, helping to tell their stories and get their message out. Bill also is a multiple New York Times and USA Today bestselling writer and business founder. Bill and I talk about the path to finding purpose in life by engaging in your passion. We explore writing as a journey of exploration rather than just a final product. Bill relates about working with people who have a clear vision on what they want to do, as well as those who just have the desire to tell a story but not quite sure how. We also talk about the emergent area of hybrid publishing. While self-publishing has become more accessible, it’s still important to ensure quality and align publishing strategies with the author’s goals. He also emphasizes StoryBuilder’s approach to customize the publishing approach to each author’s needs.  Finally, Bill talks about the role that AI is starting to play in the writing and publishing process, and how it should compliment creativity rather than replace it.  StoryBuilders, LLC: https://mystorybuilders.com Bill Blankschaen LinkedIn: https://www.linkedin.com/in/billblankschaen/ “Your Story Advantage: A Proven Path to Maximize Your Impact, Influence, and Income”: https://www.amazon.com/Your-Story-Advantage-Maximize-Influence/dp/1954521901

Once again, we are living in a time of military conflict. It seems like it is something that is inescapable, which is enough to make one who wishes for better to lose hope that it is possible. It can start to feel pretty overwhelming given the amount of suffering that continues to go on without reprieve.  This once again introduces the central importance of dispute and conflict resolution in our lives. It also emphasizes the importance of those who have the skills to help us navigate conflicts and dispute in order to come to some kind of outcome that is fair and equitable.  In this episode of Experience by Design, I’m fortunate to have Colin Rule, CEO of ODR.com, with ODR standing for online dispute resolution. Colin is the author of the book “Online Dispute Resolution for Business.” He also was the Director of Online Dispute Resolution, meaning that he has seen more conflict than the most experienced global negotiator. Colin shared insights from his experience at eBay, where they managed 60 million disputes annually across 54 countries, emphasizing the need for a fast and fair resolution system to maintain trust in online marketplaces.  We talk about his early stage appearance as Tevye in “Fiddler on the Roof” in high school, and his involvement in the debate team. He describes how debate influenced his desire to form authentic and genuine belief in his arguments. Colin explains how his interest in peace studies developed through mediation training and his understanding of conflict resolution as a form of peacemaking. Colin shares personal experiences where empathetic listening resolved a long-standing dispute, highlighting the value of authentic apologies and understanding. We also discuss the concept of fairness and justice, especially in an era of artificial intelligence. Colin suggests that AI has transformed the landscape of dispute resolution, and while this change is irreversible, it presents new challenges and opportunities for the field. In a time of needing greater dispute resolution to end conflict, it is a great moment to hear from Colin’s work in creating dispute resolution experiences. Colin Rule: https://www.colinrule.com/ Colin Rule LinkedIn: linkedin.com/in/crule “Online Dispute Resolution for Business”: https://www.amazon.com/Online-Dispute-Resolution-Business-Employment/dp/0787957313

The 2026 Winter Olympics are now over, and it was great to watch. As always, there are a lot of compelling stories that happened. There are stories of triumph and disappointment, as it goes with sports. It is hard to imagine putting so many years of your life into something to have it all turn on minutes or seconds.  There were a lot of athletes that were projected to win gold, including Jessie Diggins who is the greatest US cross-country skier ever. However, no US woman or man has ever won a cross-country skiing gold, so there were a lot of hopes that this would be the year. But that didn’t come to pass. The men were able to secure two silver medals, and Jessie Diggins won a bronze. To add to this, Jessie Diggins is retiring at the end of this season, marking the end of a remarkable career. So was it a disappointment? Depends on how you measure it. By one metric of success, she failed to achieve the top goal of winning a race and taking home the gold. But other measures, according to Jessie, she did all she could, left it all out there, and represented herself, her friends and family, and her country well. The same could be said for a lot of athletes who ‘failed’ to live up to expectations, but nonetheless did what they could to succeed.  In a culture where second place might be referred to as “first loser,” coming back with less than complete victory is a high standard. And maybe it is time for that standard to change, and the culture around metrics to shift.  To talk about the impact of measuring what matters, and more broadly the need for changes in organizational culture and employee experience, I welcome Dr. James Killian to Experience by Design podcast. This is the second Industrial/Organizational Psychologist in two weeks, so that might be a record for any podcast.  James has a new book coming out titled “Obsessed: Cultivating the Customer-Driven Leader.” The book describes how to develop customer-focused leadership habits, establish employee-centric cultures, create linkages between employee and customer experience, and establish metrics that really matter to your strategy.  James explains his entry into the field after discovering it during an introductory psychology class at Texas A&M, describing his interest in combining business and psychology. We also talk about his experiences in industry as well as working in the Michigan State University Customer Experience Management Masters program. Finally, there is the familiar theme about needing to create better connections between industry and academia.  Dr. James Killian: https://www.linkedin.com/in/james-killian-ph-d-859182/ “Obsessed:Cultivating the Customer-Driven Leader”: https://the-customer-driven-leader.com/ Pre-order now!: https://books.manuscripts.com/product/obsessed/

Although I often describe myself as a sociologist, my academic foundation began with psychology—I completed a dual major in psychology and sociology. One of the courses that most shaped my early thinking was Industrial/Organizational Psychology. At the time, I struggled with what felt like a top‑down, management‑centric approach. I even recall asking the professor whether the field existed mainly to validate decisions leaders already wanted to make. If he’s listening now, I offer a sincere apology for my younger, overly blunt critique. My career ultimately led me to workplace ethnography through a sociological lens, focusing on organizational structures, systems, cultures, and group dynamics—including critical themes like diversity, equity, inclusion, and belonging. In essence, I study how to build stronger workplace communities across in‑person, remote, and hybrid environments. Work remains one of the most powerful forces shaping identity, social perception, and life opportunities. One of the first questions we ask one another is still: “What do you do for a living?” Work undeniably defines us—and the systems around it matter. That’s why I was particularly excited to welcome today’s guest: Dr. Benjamin Granger, Chief Workplace Psychologist at Qualtrics. It’s a title that signals both responsibility and influence. In this role, Dr. Granger helps organizations worldwide elevate employee experience and adopt leadership practices that create more human‑centered, high‑performing cultures. His new book, A Leader Worth Following, distills these insights into actionable strategies for leaders seeking to build trust, connection, and long‑term organizational health. In our conversation, we explore Dr. Granger’s journey into I/O Psychology and how his desire for real‑world impact led him toward applied professional practice rather than a purely academic path. We examine the rising imperative for human‑centered leadership—especially in an era defined by uncertainty, rapid change, and heightened expectations around wellbeing and psychological safety. Dr. Granger also draws on evolutionary psychology to explain why certain leadership traits resonate more strongly today, and how leaders can better align their behaviors with how people naturally build trust, assess credibility, and form meaningful connections. Ultimately, he encourages leaders to take ownership of the experiences they create, understand the perceptions they shape, challenge outdated leadership norms, and cultivate environments where people feel connected, supported, and empowered to thrive. Along the way, we bridge longstanding gaps between psychological and sociological approaches to understanding work—revealing how the integration of both disciplines offers a more holistic perspective on leadership, culture, and employee experience. Dr. Benjamin Granger: https://www.linkedin.com/in/benjamin-granger-7147991b/ “A Leader Worth Following: https://benjamingranger.com/

If you’re a sports fan, a winter fan, or an Olympics fan, this is a great time of year. I’ve been watching the Olympics—especially the Nordic skiing events, since cross‑country skiing is one of the activities I really enjoy. The United States has had some impressive results, including Ben Ogden winning a silver medal, Jessie Diggins earning a bronze, and several other standout performances. It’s inspiring to see everything come together for athletes who have spent years working toward their goals. But talk about pressure. So much comes down to one day, one event, one performance. That’s a tremendous amount of stress. It’s not just a physical challenge but a mental one as well, especially for those favored to win or in contention for a medal. I just watched Jessie Diggins earn her medal while skiing with bruised ribs and collapsing at the finish—as she often does. Commentators described her ability to “tune out” distractions, “channel” pain, and “focus” on exactly what she needs to do. All of this highlights the mental side of performance. Today on Experience by Design, we welcome a guest who specializes in that mental side—specifically, the electrical impulses and brain states we experience during different types of activities. In his new book, Life Explained: Chasing 10 Hertz, Dr. Izzy Justice explores neurohacks that reduce brain frequency, enhance sensory input, and create more mindful experiences. Izzy discusses his research on brainwave frequencies, especially the “magic” 10 Hz state in which sensory input is amplified and cognitive function peaks. Dr. Justice explains how trauma and panic can impact athletes during competition, particularly in sports where unexpected challenges can arise. But these principles extend far beyond athletics—we also explore how they apply to creativity in business, focus in education, learning, and everyday tasks. We also talk about the importance of translating academic findings for public audiences. Izzy emphasizes the need for actionable language and accessible frameworks for managing brain states, and why greater education is essential for helping us regulate our own brain activity, reduce the noise around us, and reach that 10 Hz state to create more mindful experiences.

One of the challenges of getting older—especially for men—is meeting people and forming new friendships. Social connection is a fundamental human need, yet the demands of work, responsibilities, and constant distractions make it difficult to create the time and space for meaningful relationships. A recent Pew study found that men and women report loneliness at similar rates. However, women are more likely to lean on their social networks for support, while men often struggle in silence. A Gallup poll further reveals that young men in the U.S. are lonelier than their counterparts in other parts of the world. According to the report, “U.S. men stand out, not only in terms of absolute rates of loneliness but also in how much more likely they are to feel lonely compared with younger women and others in their own country. This is a rare pattern across wealthy countries, none of which exhibit a starker divide between young men and the rest of the nation’s residents.” There is a clear need for men—and for people more broadly—to have opportunities to gather, meet, and genuinely connect. Enter WeRoad, a travel experience company designed to bring people together through shared journeys. Fabio Bin, Co-founder and Chief Marketing Officer of WeRoad, helped create the company with the loneliness epidemic in mind. He joins me on Experience by Design to discuss WeRoad’s origins and its mission to foster human connection, not just tourism. While the trip is the product, the true experience comes from the people who share it with you. From the thoughtful screening and training of travel coordinators, to pre-trip events that help groups bond, to post-trip virtual communities, every aspect of WeRoad is designed around building relationships and cultivating a sense of belonging. We talk about WeRoad’s growth across Europe and its efforts to expand into the United States—something that survey data suggests is sorely needed. We explore how WeRoad helps people break out of their social bubbles and form new communities through shared adventures. Fabio also describes how travelers are building an identity as “WeRoaders”—some even getting WeRoad tattoos—and shares the company’s new initiative, WeRoadX, which empowers travel leaders to design their own trips based on their passions through a participatory design approach. Fabio Bin: https://www.linkedin.com/in/fabiobin WeRoad: https://www.weroad.com/

This past weekend, I had the pleasure of attending an RV Expo in Worcester Massachusetts. I’m not looking for an RV, but am generally RV curious. I find the concept of an RV pretty interesting, and I have to say that walking about the expo revealed the range of designs that exist in the RV market. Different sizes, different features, slide outs, Fifth wheels, hitches, toy haulers, so much to take in at once given that I am a RV newbie. I also learned that RV manufacturers are always taking customer feedback and trying to improve their designs, as any good business does.  What was more surprising was that the majority of RVs made in the US come out of Indiana. In fact, turns out that Elkhart, Indiana is the RV capital of the wold. I’m originally from Michigan, and frankly had no idea that RVs happen in Indiana even though it is a neighboring state. Beyond basketball and corn in Indiana, there are also RVs. Who knew? My guest today on Experience by Design is also from Indiana, Fort Wayne to be exact. Barry LaBov is the founder and CEO of LABOV Marketing and Communications, but he is much more than that. He also has authored over a dozen books, including his new book The Power of Differentiation, aimed at leaders looking to differentiate their brands and products by moving beyond a commodity mindset and showcase what makes them unique. This focus not only makes companies more attractive to customers, but also employees as it gives them a sense of purpose regarding the work they do.  We talk about his work with clients guiding them to differentiate and identify what makes them unique. We explore the vital aspects of connecting customer and employee experience, and why alignment in your experience design matters. He digs into the branding challenges in troubling times as companies try to navigate the social landscape. He describes the importance of qualitative data in understanding your customers and employees, and not waiting for the “perfect data” to present itself. He also describes his experiences as a musician, touring with the band Mark Urgent and how learning music is similar to his efforts as a marketing expert.  And of course we talk about RVs.  Barry LaBov: https://www.barrylabov.com/ LABOV: https://www.labov.com/ “The Power of Differentiation”: https://www.barrylabov.com/books

We are living through an unmistakably accelerated era of technological transformation. History shows that periods like this often reshape not only how organizations operate but also how individuals relate to one another and engage with the world. Looking back, the impact of major technological shifts seems obvious. But living through them is far more complex. On any given day, headlines announce CEOs radically reorganizing around artificial intelligence and replacing roles once held by people, while other reports note that many companies have yet to realize measurable benefits from their significant AI investments. The reality is that the long‑term implications—for business, society, and our daily lives—are still unfolding. Organizations must therefore be thoughtful and strategic, not reactive, in how they adopt and integrate AI technologies. This week, we’re fortunate to explore these questions with Hakob Astabatsyan, founder of Synthflow.ai, an end‑to‑end Voice AI platform that aims to “redefine how enterprises connect with customers.” Our conversation goes well beyond Synthflow’s product offering to examine the evolving nature of AI itself. We discuss the technical and philosophical challenges of building AI‑driven voice orchestration systems capable of mimicking human conversation. Hakob reflects on the current limitations of AI—particularly in handling emotional nuance—and the possibilities for AI tools to simulate empathy in certain contexts. He also explains Synthflow’s Visual Conversational Flow Builder, which enables organizations to design guided conversational paths that help customers navigate interactions more effectively and improve outcomes. Throughout our discussion, Hakob emphasizes a central point: AI should enhance human capabilities, not replace them. While disruption is inevitable, the greater opportunity lies in elevating uniquely human skills—critical thinking, creativity, communication, and collaboration. This shift will require educational institutions to rethink what and how they teach in order to prepare students for the world emerging around us. Hakob also looks ahead, predicting that 2026 will be a pivotal year for AI adoption, driven not by futuristic breakthroughs but by improvements in usability, accessibility, and seamless integration into everyday business operations. Hakob Astabatsyan: https://www.linkedin.com/in/hakob-astabatsyan/ Synthflow.ai: https://synthflow.ai/

I think we can still technically say we are in the midst of the new year even though we are two weeks into it. I don’t know if there is a statute of limitations on how long you can wish another person a happy new year, since also technically it is the new year until the next new year at which point this new year will become the old year.  One of the things that is meant to last throughout the new year are the changes that we want to make in our lives. While January 1st as a starting date is in many ways arbitrary as a demarcation point of transformation, it still is symbolically significant as a point where changes take place. Experience design can be about transformation, having these metamorphic experiences that make us different in some fundamental way. The new year definitely is one of those moments when transformation can take place. But if change is going to take place as the saying goes, “let it begin with me.” One of the common resolutions is to simplify one’s life and ‘declutter’ what is causing our lives to become unmanageable or not able to navigate easily. The psychological impacts of clutter can be many, including increased stress levels, difficulty focusing, procrastination, difficulty with relationships, lower quality of life, decreased well-being, and feelings of being overwhelmed. We can accumulate and hold onto things throughout our lives, some of them material and some emotional and even relational. When we hold onto things that no longer serve us and only get into the way, they can impede our progress. This is why it is a perfect time for today’s guest on Experience by Design. Saahil Mehta is on a mission to help people declutter. Part of this might come from his background as an engineer, creating things that are planned out and well organized. Part of it might come from his mountaineering expeditions, planning each element and only bringing what you need to accomplish your goal. All of it comes from his desire to get people in a place where they can move forward and achieve their dreams. We talk about his book “Break Free: A Guide to Decluttering Your Life”, where he lays out his approach to helping others develop better relationships, have more time for their passions, and find a better path to move forward in their lives. Saahil describes his 7 Internal Summits Priority Framework as a tool that helps individuals prioritize the most important areas of their life. We also talk about the importance of overcoming people pleasing behavior, sharing the roots of the pattern and how we can start to prioritize more of our own needs. Saahil also shares his own transformative experience from a 2016 retreat where he learned to embrace authenticity and discovered others' confidence in him despite his self-doubt. Together we explore authentic success versus societal expectations. We discuss the importance of prioritizing the things that matter most to us, and emphasize the need for honest self-assessment and the importance of creating space for reflecting on those things in our daily lives.  Finally, we have a link to Saahil’s Exponential Success Blueprint Webinar, which you can register for free. Saahil Mehta: https://www.saahilmehta.com/ Saahil Mehta on LinkedIn: https://www.linkedin.com/in/saahilmehta/ Exponential Success Blueprint Webinar: https://www.saahilmehta.com/success

Designing Holidays—and Environments —that Heal, Not Harm As the holiday season winds down, many of us breathe a sigh of relief. The decorations are packed away, the music fades, and the whirlwind of expenses and obligations comes to an end. Yet, for many, the aftermath brings its own stress—credit card bills, fatigue, and even emotional strain. The truth is, the holiday experience can carry its own form of trauma. Trauma is far more common than we often acknowledge. Research suggests that over 70% of Americans have experienced at least one traumatic event in their lifetime. The American Psychological Association defines trauma as “any disturbing experience that results in significant fear, helplessness, dissociation, confusion, or other disruptive feelings intense enough to have a long-lasting negative effect on a person’s attitudes, behavior, and other aspects of functioning.” This raises an intriguing question: What if we could design environments—whether for holidays, workplaces, or communities—that reduce trauma and even promote healing? Despite its prevalence, trauma often goes untreated. Few who experience it receive the help they need. This gap inspired Janet Roche and Christine Cowart to take action. After meeting as volunteers at Vermont Adaptive Ski and Sports, they recognized the need for trauma-informed training for those working with vulnerable populations. In 2019, they co-founded the Trauma-Informed Design Society (TIDS) with a mission: “To create physical spaces that promote safety, well-being, and healing—spaces that respect identity, worth, and dignity, and foster empowerment.” On the latest episode of Experience by Design, we explore their framework for designing environments that minimize harm and support recovery. Janet and Christine share real-world applications—from correctional facilities to schools—and highlight Oregon’s recent mandate for trauma-informed behavioral health units, which has driven demand for their credentialing programs and continuing education courses. Today, TIDS offers a suite of resources, including: Trauma-Informed Design Credentialing CoursesPartnerships with the American Society of Interior DesignersAn evaluation tool for K-12 schoolsTheir next course begins January 31st. Learn more at https://www.tidsociety.com. Janet Roche: linkedin.com/in/janetrochedesigns Christine Cowart: https://www.linkedin.com/in/christine-cowart-trauma-informed-consultant/