James H. Gilmore


Co-author of The Experience Economy, James H. Gilmore is an author, speaker, and management advisor to organizations throughout the world, helping them go deep on innovative ways to create customer value and new revenue.

As co-author of The Experience Economy, Jim Gilmore literally wrote the book that spawned worldwide interest in experience design, customer experience management, and experiential marketing. Now published in eighteen languages, the seminal volume continues to find new readers across myriad industries as companies find their goods and services commoditized and customers increasingly spending their time and money on experiences—memorable events that engage them in an inherently personal way. Mr. Gilmore frameworks for the structure of this shift in the economy have helped countless companies understand the unique power of experience thinking in driving new strategy.

Mr. Gilmore is an Assistant Professor in the Innovation and Design department in the Weatherhead School of Management at Case Western Reserve University. He is also a Batten fellow and adjunct lecturer at the Darden Graduate School of Business at the University of Virginia, where he teaches a course on the Experience Economy. Mr. Gilmore is also a visiting lecturer in Apologetics at Westminster Seminary California, where he teaches a course on cultural hermeneutics.

Before co-founding Strategic Horizons LLP with Joe Pine in 1996, Mr. Gilmore was head of CSC Consulting's Process Innovation practice. Mr. Gilmore is a graduate of the Wharton School of the University of Pennsylvania, and an alumnus of Procter & Gamble. In addition to the highly influential The Experience Economy, Mr. Gilmore co-wrote Authenticity: What Consumers Really Want, released by Harvard Business Publishing in 2007.

His latest book, Look: A Practical Guide for Improving Your Observational Skills details his personally derived approach for seeing the world and discovering new ideas. Jim’s favorite childhood book – a little something called Stop. Look. Listen. – surely foreshadowed his interest in observation skills. It’s no wonder that Sally Harrison-Pepper, author of the definitive book on street theatre, Drawing a Circle in the Square, calls Jim “a professional observer.”

Mr. Gilmore is sought by enterprises around the globe for his expertise in conceiving and designing new ways of adding value to their economic offerings. He is a frequent keynote speaker, as well as workshop facilitator and executive coach -- helping organizations understand the experience economy and its implications on their operations.

Bio | Photo 1 | Photo 2 | Photo 3

Las Vegas is the epicenter of the Experience Economy, and everything in Las Vegas is being exported to a town near you.