The experience economy is a concept that was fully defined by Joseph Pine II and James H. Gilmore in their aptly-titled 1999 book 'The Experience Economy.' The duo discussed the shift from a service economy to one laser focused on customizing experiences to the point of imparting a memorable encounter for the customer. This concept is something society has faced particularly since the start of the pandemic. For instance, more and more companies are migrating to video conferencing software to conduct business.
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