What Experience Strategists Must Do Now

The Experience Strategy Podcast | substack.theexperiencestrategist.com

A post on X went viral — 38,000 reshares, 83 million reads. Written by respected AI voice Matt Schumer, it opens with a gut-punch analogy: think back to February 2020. Most of us weren't paying attention to a virus spreading overseas. Then in three weeks, everything changed. Schumer's argument is that we are in a similar "this seems overblown" phase right now — except what's coming is bigger than COVID.

Dave, Joe, and Aransas dig into the article, push back where it's overblown, and land on what experience strategists actually need to do about it.

The article's core argument. AI isn't just getting better — it's getting faster, more capable at complex tasks, and increasingly independent of human involvement. The latest models are now building and debugging the next version of themselves. Schumer's point: no matter how complex or human your job feels, it's getting closer to AI's reach by the millisecond, not the minute.

What Schumer says to do about it — and the team's reaction:

• Use AI seriously. Don't dabble. Understand what it can actually do.
• Get your financial house in order. This isn't the time to be overextended.
• Lean into what's hardest to replace. Anything you do primarily on a screen is likely a 1–2 year exposure.
• Rethink what you're telling your kids. Their dreams just got closer — and the path there looks different.
• Get in the habit of adapting now, not when you're forced to.

Joe's take: good prescription, overblown description. AI is a tool, and no technology in history has eliminated more jobs than it created. The real question is mindset: executives who come to AI asking "how do I automate people out?" will find exactly that. Executives who ask "how do I augment my people?" will find something much more powerful in the human-plus-AI combination. The disruption, as with all disruptive innovation, starts at the bottom of the value chain and moves up — which means you need to be working above it.

The echo chamber problem. Joe raises a concern that's already documented: AI increasingly trains on AI output, creating what researchers are calling model collapse — a cyclical echo chamber where biases get replicated and amplified rather than corrected. The telephone game at civilizational scale. Aransas connects this to the show Pluribus, which she found boring as a narrative but compelling as a metaphor for hive-mind homogenization.

What experience strategists specifically need right now — three points from Dave:

1. Provenance. As AI commoditizes outputs, original sources become more valuable, not less. If you're building consumer insights without actually talking to consumers, you're already three steps from provenance. The strategists who can signal authentic, original sourcing will be disproportionately valuable.

2. Cross-disciplinary thinking. Experience strategists have been operating too narrowly — personas, journey maps, CX mechanics. AI gives you superpowers across marketing, planning, and adjacent disciplines. Use them. Going deeper on the same narrow lane is the wrong direction.

3. A strategic point of view. Not an opinion. A point of view. The difference: a POV is grounded in a real perspective on where things are headed and what companies should do about it. Joe's Transformation Economy is the model. Right now, the most defensible experience POV is transformation — because transformation is the economic offering most deeply dependent on human expertise, authentic relationships, and the kind of curated AI deployment that actually requires strategic judgment.

The era of typos and texture. Aransas's 15-year-old put it well: right now, the most human signal is imperfection. Messy feelings, quirky punctuation, genuine awkwardness — these are becoming markers of authenticity in a world of smoothed-out AI output. The demand for what feels genuinely human is rising alongside the supply of what doesn't.

"Knowledge work has changed forever. That is going to be a rough adjustment for all of us — and all experience strategists are knowledge workers." — Dave Norton

"If you come with the mindset of how can I get rid of people, you'll find ways to get rid of people. But if you come with a mindset of how this augments my people's skills and makes them better — you'll be amazed at what human plus AI can do." — Joe Pine

"Provenance is going to become more and more important. The inputs have to be better. Original data, original source — how do you get to that?" — Dave Norton

"The most defensible experience point of view you can have right now is probably transformation — because it's the one built on technology and human expertise together." — Aransas Savas

"This isn't a sit-on-our-hands-and-wait situation. This is a get-engaged situation." — Aransas Savas

• "Something Big Is Happening" by Matt Schumer — [https://x.com/mattshumer_/status/2021256989876109403]
• The Transformation Economy by B. Joseph Pine II — available now wherever books are sold
• Anthropic CEO quote: "AI will be substantially smarter than almost all humans at almost all tasks by 2026 or 2027."

The Experience Strategy Podcast is hosted by Aransas Savas, Dave Norton, and Joe Pine. Subscribe at substack.theexperiencestrategist.com.