Peter Merholz and Chip Conley talk about recession planning, service design, systematizing experience design (Joie de Vivre Hotels uses a tool called "experience report cards"), team dynamics, succession planning, and all manner of things.

Peter Merholz talks with Scott Griffith about the balance of user experience and business concerns in the design of Zipcar's unique customer experience.

Brandon Schauer chats with Scott Hirsch, founding principal at Management Innovation Group, a strategy consulting firm that works with clients to understand where to play and how to win in world of rapid (and often disruptive) change in markets, technologies, and business models.

Peter Merholz chats with Don Norman, author and co-author of fourteen books, including the seminal The Design of Everyday Things, and his recently released The Design of Future Things, about what he thinks about user experience design today and what companies need to do to innovate.

Peter Merholz and Julie Peters talk about launching new Virgin brands in North America.

Jesse James Garrett and Secil Watson talk about managing customer experiences through Wells Fargo's web sites and its phone and electronic servicing channels.

Henning addresses the question "Should small businesses have mission statements too" and talks about the value of the "Elevator Pitch" technique.

Bryan and Sarah introduce you to 10 techniques used by creative management professionals to get great work from a wide range of employees.

Peter and Jared Spool discuss how the best products never offer their users an incomplete feeling experience.

Brandon lays out an experience centric approach to fostering and creating loyalty by systematically impressing your customers again and again