James Gilmore: The Design of Experiences

James Gilmore: The Design of Experiences


In this video we see a recent presentation from management advisor, Jim Gilmore, author of the best-selling book The Experience Economy, discussing the principles of experience staging and their role in the design of goods, services, and customer interactions. Gilmore believes that designing and staging a unique experience is more important, rather than designing or creating a completely new product.

As co-author of the book, The Experience Economy: Updated Edition (Harvard Business Review Press, 2011), Jim Gilmore literally wrote the book that spawned worldwide interest in experience design, customer experience management, and experiential marketing. Tom Peters has called The Experience Economy “a brilliant, absolutely original book.” Now published in sixteen 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.

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James Gilmore is an expert on innovative thinking and the experience economy. As co-author of The Experience Economy, James Gilmore advises companies on how to turn their goods and services into a remarkable experience for the consumer. He discusses the concept of mass customization and helps businesses envision new possibilities for engaging customers and finding new sources of revenue.