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Voices of CX Podcast: What's Next in Customer Experience - Joe Pine - S1E1
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Co-author of The Experience Economy, Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike.
In 1999, Joe and his partner James H. Gilmore wrote the best-selling book The Experience Economy: Work is a Theatre & Every Business a Stage, which demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. The Experience Economy has become a quintessential read.
Mr. Pine also co-wrote Infinite Possibility: Creating Customer Value on the Digital Frontier with Kim Korn, Authenticity: What Consumers Really Want with Mr. Gilmore, and in 1993 published his first book, the award-winning Mass Customization: The New Frontier in Business Competition. Each book details Mr. Pine’s breakthrough thinking as he has accurately charted many structural shifts in the economy and consumer sensibilities.
Chapters:
0:00 Welcome to VoCX! Meet the host and guests
1:02 "There are no markets, only customers"
2:16 What comes after experiences?
4:20 How are commoditized industries generating transformative experiences for their customers?
6:26 How does time well-saved apply to the rise of autonomous vehicles?
8:18 Gaps in Perception vs Authenticity - How do you become authentic in the eyes of customers?
12:50 How could Toys R' Us have changed their experiences?
15:34 Can creating a time well-spent model save brick and mortar retailers?
18:45 Digitizing everything isn't enough to create distinctive time well-spent experiences
21:13 How can you create distinctive experiences that are both time well-spent and time well-saved?
24:06 What's the limit for invading privacy for the sake of individualization in the digital world?
25:48 Multiverse - Creating Customer Value on the Digital Frontier using Matter, Space and Time
29:30 Making customers lose track of time by design is the proof of great experiences
31:58 Career paths for Customer Experience; What's the most suited academic background?
34:10 Where do young people start to become a CX professional from scratch?
35:23 How does Joe keep up with the speed of change? What's next, and how to connect with him
Follow Joe Pine
Follow Crystal Garrett
🟠Check out the other seasons of Worthix's Voices of CX Podcast
🟠About Voices of CX Podcast
The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📧 Subscribe to the Worthix Newsletter 📧
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#JoePine #CustomerExperience #VoicesofCX #Worthix #CXPodcast
In 1999, Joe and his partner James H. Gilmore wrote the best-selling book The Experience Economy: Work is a Theatre & Every Business a Stage, which demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. The Experience Economy has become a quintessential read.
Mr. Pine also co-wrote Infinite Possibility: Creating Customer Value on the Digital Frontier with Kim Korn, Authenticity: What Consumers Really Want with Mr. Gilmore, and in 1993 published his first book, the award-winning Mass Customization: The New Frontier in Business Competition. Each book details Mr. Pine’s breakthrough thinking as he has accurately charted many structural shifts in the economy and consumer sensibilities.
Chapters:
0:00 Welcome to VoCX! Meet the host and guests
1:02 "There are no markets, only customers"
2:16 What comes after experiences?
4:20 How are commoditized industries generating transformative experiences for their customers?
6:26 How does time well-saved apply to the rise of autonomous vehicles?
8:18 Gaps in Perception vs Authenticity - How do you become authentic in the eyes of customers?
12:50 How could Toys R' Us have changed their experiences?
15:34 Can creating a time well-spent model save brick and mortar retailers?
18:45 Digitizing everything isn't enough to create distinctive time well-spent experiences
21:13 How can you create distinctive experiences that are both time well-spent and time well-saved?
24:06 What's the limit for invading privacy for the sake of individualization in the digital world?
25:48 Multiverse - Creating Customer Value on the Digital Frontier using Matter, Space and Time
29:30 Making customers lose track of time by design is the proof of great experiences
31:58 Career paths for Customer Experience; What's the most suited academic background?
34:10 Where do young people start to become a CX professional from scratch?
35:23 How does Joe keep up with the speed of change? What's next, and how to connect with him
Follow Joe Pine
Follow Crystal Garrett
🟠Check out the other seasons of Worthix's Voices of CX Podcast
🟠About Voices of CX Podcast
The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📧 Subscribe to the Worthix Newsletter 📧
---
#JoePine #CustomerExperience #VoicesofCX #Worthix #CXPodcast
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