Joe Pine

As CX leaders align people, processes, and platforms in an increasingly AI driven world, one question should guide their efforts: What are we helping our customers achieve? In this presentation, B. Joseph Pine II, coauthor of The Experience Economy and author of The Transformation Economy, explores how businesses can move beyond efficient service to stage memorable, personal experiences - and even transformative experiences that help customers achieve their aspirations. Pine connects the enduring principles of the Experience Economy with the next frontier of value creation: guiding customers toward becoming who they want to be.

• Joe challenges leaders to broaden their focus from resolving pain points and improving individual interactions to understanding the outcomes customers truly seek
• Gain a fresh perspective on customization, the role of technology in enabling human connection, and the opportunity to align your organization around customer success
• Leave with a clear direction for elevating CX from an operational priority to a source of meaningful differentiation, deeper loyalty, and sustained growth