We're close to 20 years since the proclamation "Welcome to the Experience Economy" published by Pine/Gilmore in Harvard Business Review in 1998. Over the last 2 decades the definition of Customer Experience and how it can be a differentiator for organizations to attract and retain customers has dramatically changed. And the next era of differentiation will require even more. We'll examine what customers will expect and demand and how organizations will have to adapt and evolve. Download: https://slideslive.s3.amazonaws.com/offline/38902748.zip