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coffee shopPowering the Experience Economy

The term experience economy was first used by B. Joseph Pine II and James H. Gilmore in the 1998 article, Welcome to the Experience Economy. In the experience economy, the memory or experience that businesses create for customers is the product.

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racingFree to Fail: Turning Mistakes Into a Winning Digital Strategy

In digital, the best companies learn from their mistakes and quickly execute on those learnings.

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writing on glass4D Journey Maps for Next-Gen CX

We’ll explore the three journey map types that are commonly used in business and innovation today across three dimensions. From there, I’ll propose a new journey map type that will challenge us to go deeper in exploring and sharing experiences.

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team meetingImproving Employee Experiences - A Playbook

We should always put people first—especially when it comes to designing amazing experiences for customers and employees.

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store headphones6 Things You’ll Find in a High-Performing Retail Location

Retail store locations are transforming into Customer Experience Centers as companies seek ways to entice people to visit more often and stay longer.

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Brainstorming with post it notesValidating Ideas Through Concept Testing

Imagine what your innovation process could look like if you were able to collect all of the necessary customer feedback early and often, not only reducing the risk of failure but increasing the likelihood of success.

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