StunningMoments_
Behind every 7-star experience is a moment built to stun — the craft of designing the unforgettable.
The Conversation_
Mercedes, Disney, Virgin Atlantic are some of the brands James Samperi, a global award-winning design leader speaks to us on.
Oops — did we already kill the surprise? Not quite. Even if you're not a designer, the examples James shares here will get under your skin. This episode doubles as a sneak peek into James’s co-authored book “Customer-Driven Transformation” a must-read if you want to really get your brand up into a different space.
The Russian roulette and the art of the invisible are two of my favorites — look for them.
This episode is on stunning moments, and we did our best to get James to shine and stun on camera — some of the closest close-ups we have. Enjoy!
Episode Shorts_
Bite-sized clips from the conversation — the moments worth replaying.
James Samperi_
A global award-winning design leader, James is the managing director of Engine’s studio in Dubai, an agency that’s known for having designed 7-star experiences. James has been leading some of Engine’s largest programs in various industries including airlines, automotive and tourism. Having decided to pack their wisdom in a book, James and his fellow co-authors released their magnificent piece “Customer-Driven Transformation: How Being Design-led Helps Companies Get the Right Services to Market “.
On Stunning, and the Beauty You Never See_
Beauty in a service is not how it looks — it is how completely it disappears. On stunning experiences, the three things that make a service beautiful, and the art of the invisible.
On the Columbo Moment, and the Playbook With No Script_
Great service moments can't be scripted — but they can be named. On codifying the intention instead of the words, and building a culture proud enough to keep inventing its own magic.
On Subversion, and How Distrust Becomes Desire_
The most wanted brands don't add delight to a sour relationship — they invert the distrust it was built on. On subversion, and turning the categories people resent into the ones they choose.
On the Brand You Perform, Not the One You Declare_
A brand is no longer what you say — it is what you do, audited first by the people who work for you. On the say-do gap, and why the promise breaks at onboarding before any customer sees it.