In 1998 Joe Pine and James Gilmore wrote a now-famous article in the Harvard Business Journal and predicted The Experience Economy. During my lifetime, I’ve watched consumer preferences shift from goods to services to experiences. But Pine and Gilmore went on to predict what’s beyond the Experience Economy. What’s next? Read on…

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Holistic approach

In a time when everything is changing, we all need to innovate the design of experiences we offer our customers. What we did last year is unlikely to work today. We’ve never seen anything like this in our lifetime. Well-worn best practices are suddenly obsolete, making innovation a required skill for survival. Innovation is not…

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