All speech topics can also be adapted to a breakout session or workshop format (either half-day or full) with facilitated individual and group exercises.
Welcome to the Experience Economy
LOOK: Why All Innovation Starts with More Effective Observation
Experience Innovation on the Digital Frontier
Differentiating Your Business in the Experience Economy
The Experience IS the Marketing
Designing Experiences in the Digital Age
Authenticity: What Consumers Really Want
Thinking About Leadership Thinking
Individual Customers: The Lifeblood of Your Enterprise
Goods and services are everywhere being commoditized. What consumers want today are experiences -- memorable events that engage each individual in an inherently personal way. Businesses must therefore embrace the principles of the Experience Economy to stage ever-more engaging experiences. We take you through those principles that matter the most for your business and show you how to create greater economic value for your customers. Based on the ground-breaking book The Experience Economy: Work Is Theatre & Every Business a Stage.
Observation is key to innovation. The importance of observation is obvious: What we see drives what we think and what we do. Yet we live in an age of digital distraction, with our eyes increasingly directed at the myriad screens mounted on our walls, placed on our desks, held in our hands, even worn on our wrists. While well-informed about the networked world far away from us, we too often fail to observe the immediate scenes of life right next to us.
Seeking to restore an appreciation for the insights to be found in the everyday circumstances of our workplaces, homes, communities, and recreations, Jim Gilmore offers an observational tool called “Six Looking Glasses.” It’s a simple yet profound method for improving one’s observational skills. Using the tool is literally eye-opening, providing a practical new means to bring fresh insights to any individual or organizational endeavor.
In this session, Gilmore will challenge the audience to examine how they spend time with their eyes, and then describe six different ways of looking, share a technique for developing observation objectives, and outline specific approaches to begin seeing the world anew. Once learning to see the world with this powerful tool, no one can look at things the same way ever again. Most importantly, those you seek to serve will greatly benefit from your heightened appreciation of observation—indeed, your seeing with whole new eyes!
In today's Experience Economy, companies must innovate in experiences to attract and engage their customers. And with everyone now bringing their own digital devices everywhere and using them all the time, it is imperative to employ digital technology to create experiences that fuse the real and the virtual. Drawing from the framework core to his most recent book Infinite Possibility, Joe Pine shows you how to think richly about digitally infused experiences and then how to determine exactly the right opportunities for your business amid, yes, infinite possibility.
How does any enterprise prosper today? The key is offering compelling experiences that engage customers in a personal and memorable way. Offering goods and services is no longer enough to differentiate one’s business. In this talk, Jim Gilmore not only describes the shifting dynamics in how value is being generated in advanced economies, he shares a portfolio of specific methods for staging revenue-generating experiences. And he illustrates each technique with exemplars that demonstrate how to create experiential value in very practical terms. Audiences walk away with insights on experience innovation as well as a rich set of tools for staging such experiences.
Because of the shift into today's Experience Economy, you now compete against the world for the time, attention, and money of individual customers. Therefore, you must adopt the principle that the experience IS the marketing. The best way to generate demand for any offering, in other words, is to stage an experience so engaging that people cannot help but spend their time with you, give you their attention, and then their money as well. Through myriad examples and even astute formulas, we show how your company (whether you sell to consumers or businesses) should shift your marketing budget from advertising to marketing experiences -- experiences that do the job of marketing by generating demand for your core offerings. Based on the Pine & Gilmore e-Doc “The Experience Is the Marketing."
Addressing the tension between the physical and the virtual, this Jim Gilmore presentation opens with a short “pre-show” (think Pixar short-animation before the main feature film) that vividly visualizes the impact that “life on the screen” is having on the consumer landscape. What follows is an eye-opening survey of today’s consumer landscape via “A Year in the Life of Doug & Cheryl”—using one fictional couple as a Design Persona to help executives and managers see the world differently, through the eyes of everyday people. Then the bulk of Gilmore’s talk outlines six core approaches for successfully designing experiences in the digital age—customization, gamification, subscription, admission, transformation, and randomization—in a most thought provoking session.
Everywhere one turns—in business marketing, political campaigns, non-profit charities, educational initiatives, even religious institutions—one sees appeals to and claims of authenticity. People want real food, real cities, real experiences, and real causes. Why? In this talk, we trace the history behind this contemporary consumer desire for authenticity, frame a discussion about different genres of authenticity, distinguish the “real-fake” from the “fake-real,” and surprisingly introduce steps for deliberately gaining the perception of authenticity by, ahem, rendering offerings real. Really? Really. Pulled directly from Pine & Gilmore’s book Authenticity: What Consumers Really Want.
If you do not plan on thriving forever, you plan on failing eventually. We can lay the blame of the failure of almost any company at the feet of its management which, still stuck in the past, managed authoritatively via command and control. Based on a forthcoming book with Kim C. Korn (his Infinite Possibility co-author), Joe Pine demonstrates why Authoritative Management inevitably leads to mediocrity and eventual failure, and then shows how companies that embrace Regenerative Management -- with its hallmark of meaningful purpose -- can indeed thrive forever.
The days of Mass Production are over. Customers -- whether consumers or businesses -- will no longer put up with sacrificing their individual wants and needs to in order buy what you have already produced. Therefore, you must shift to the system of Mass Customization in order to give them exactly what they want at a price they are willing to pay. Grounded in his award-winning 1993 book of the same name but built on all he has learned over the past two decades, Joe Pine provides insightful frameworks and practical ways companies can meet today's co-equal imperative for both low costs and individual customization. Based on Joe’s pioneering book, Mass Customization: The New Frontier in Business Competition.
Leadership requires ongoing thinking about the very leadership principles and practices employed to inspire, direct, and encourage an organization’s people as they work together toward common goals. In this talk, Jim Gilmore walks through eight sources of useful thoughts to help leaders refresh and renew their own thinking about leadership. Each serves as a resource for future study as various issues are explored—ranging from assessing personal and professional friendships, orchestrating group dynamics, scanning cultural trends, improving observational skills, identifying future talent, seizing marketplace opportunities, enriching self-awareness, and fostering curiosity.
Joe Pine gives new meaning to the term customer centricity, going so far as to say that markets as we currently think of them simply do not exist. Markets never buy anything, only individual customers do. So how do you determine what your customers actually desire, and therefore the dimensions along which you should customize your offerings? By understanding customer sacrifice: the gap between what your customers really truly want and need -- even if they do not know what it is, or cannot articulate it -- and what they have to settle for today. By systematically closing that customer sacrifice gap by mass customizing your offerings, you can in fact cultivate a learning relationship with each individual customer that grows and deepens over time, and thereby lock them in.