From strategy+business: More than a decade after publication of The Experience Economy, Pine and Gilmore are more convinced than ever that customer experience is the basis of a new economy. At their annual “thinkAbout” conference in 2009, they issued a manifesto titled “Economic Sense” that touted customer experience as nothing less than the solution to the U.S. economy’s recessionary doldrums. In an era in which products and services are increasingly automated and jobs are disappearing or being offshored, they wrote, “experiences require increased human capital in their initial conception, comprehensive design, venue placement, and everyday staging…. A prosperous economic future requires the dawn of a new economic era based on experiences.” · Go to What experience would you like with that? →