About Shawn Nason
Shawn Nason, founder and CEO of MOFI, best-selling author, and former Walt Disney Imagineer, lives his life with a commitment to create radical relationships with everyone he meets. Armed with the gift of discernment, he has the uncanny ability to walk alongside people and organizations as they struggle to connect with their deepest passions and engage their most debilitating demons. He challenges the world around him to be fully present, get real, and lead with empathy.
Prior to launching MOFI, Shawn was the chief experience & transformation officer for Healthways and served as the chief innovation officer for Xavier University. He also spent six years at The Walt Disney Company in various capacities within Walt Disney Imagineering and Disney Cruise Line. He’s an in-demand speaker and coach, the author of two books, Kiss Your Dragons: Radical Relationships, Bold Heartsets, & Changing the World (2021) and The Power of YES! in Innovation (2017), and the host of The Combustion Chronicles podcast.
A human-obsessed boutique design firm passionate about reimagining Experience Ecosystems™.
Businesses are more than org charts, strategy documents, and mission statements. They’re living, breathing ecosystems filled with people and people-driven processes that make an impact on the world.
At MOFI, we refuse to look at one piece of the puzzle (customer service, employee experience, vendor relationships, leadership, culture, marketplace awareness, etc.) without engaging your entire Experience Ecosystem as we tackle the biggest and hairiest experience, innovation, and culture challenges that you can send our way. Why? Because we we’re more interested in long-term results than innovation theater.
WHAT WE DO:
Customer & Employee Experience—Increase your revenue and market share by aligning, equipping, and empowering the people in your Experience Ecosystem to create game-changing experiences.
Consumer-Centered Innovation—Move at the speed of your customers by harnessing the mindsets and processes of human-centered design to dream up, test, and launch fresh ideas into your business model.
Organizational Transformation—Position your organization for long-term sustainability by shifting the mindsets and heartsets of the people who represent your brand in the world.
[Overheard on the Podcast]
"And the point I'm trying to make is, those memories have effectively got an email attachment of the emotion that you're feeling. So, it raises some really interesting questions, from a customer experience perspective... if the peak-end rule forms the memory, the peak emotion or the end emotion, it makes some really interesting questions like, what emotion are you evoking in your customers at the moment, at the peak, and at the end?"
[Overheard on the Podcast]
"But for a lot of organizations, I think that they just think, 'Well, everybody else is doing it. So, we better do it.' And they just, sort of, jumped on the bandwagon. And the reality is is that because of that, they don't do it very well."
"And the challenge that I think we have with customer experience... is that everybody thinks they understand what it means, but actually they don't.... And, you know, it's a bit like your [experience] ecosystem. They don't understand the entire ecosystem."
[Overheard on the Podcast]
"Imagine that you had a fishing net. And imagine that the fishing net is below the water. And below the water is effectively the subconscious, you know, the things that you are not aware of.... So, now imagine picking up a knot of that fishing net and imagine pulling it up out of the water. And that knot is effectively a memory. It could be the memory of a restaurant that you went to last week. But it's a fishing net because it's attached to other knots, which are other memories."
"And on your [experience] ecosystem, it's like picking up the digital experience, looking at the digital experience, but you know what, their experience is influenced by lots of these other things that you have on there, in that ecosystem.... They're attached together and they influence each other. And some of those things are below the waterline, in the subconscious, but are still part of that net. And some of the things, because you're examining it, are things that you are thinking about, remembering, and it's, now above the waterline.
Books by Colin Shaw
Trends Discussed in the Podcast
AI and Predictive Analytics
Predictive analytics use science to predict what will happen in the future —everything from what customers will want to how the market will perform and the biggest trends. Brands can use this information to target the right customers and provide personalized service and recommendations.
- Sprint uses an AI-powered algorithm to identify the customers at risk of churn and proactively provide personalized retention offers.
- Harley Davidson uses an AI program called Albert to identify potential high-value customers ready to make a purchase.
- Volvo uses data to predict when cars need to be serviced and what parts need to be repaired or replaced.
- Netflix uses data for personalized recommendations. About 80% of what is watched on Netflix is due to the recommendations. Having such a strong system saves the company $1 billion a year in customer retention.
- Caesar’s Palace collects data on its guests and then uses that to predict what types of upgrades would be most effective for each guest.