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In 1994 Steve
Haeckel and Lou Carbone collaborated on a seminal early article on experience management, titled "Engineering Customer Experiences", where they defined experience as "the 'takeaway' impression formed by people's encounters with products, services and businesses – a
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In the 2000s, experience management emerged as a complex field unifying the experiences of brands, employees, products and more. It was acknowledged that generating new experiences for end customers requires designing better experiences for internal players of an organization. Value is created by
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To create and manage the experiences, businesses must evaluate, implement, integrate, and build experiences from a fragmented landscape. Such needs are met by experience management platforms, by companies such as
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with human feedback, analyzing respondents' emotions, beliefs, and sentiments for a holistic view of the experiences they provide. Their methods include
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Experience management platforms compare multiple layers of data and statistics to enable organizations to identify any experience gaps. They connect
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41:. Experience management platforms provide various services to automate the process of identifying and improving experiences across an organization.
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that deals with collecting, modeling, storing, reusing, evaluating, and maintaining experience. In that sense, the term is interchangeable with
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like vendors, suppliers, employees, and shareholders. The concept posits that experiences comprise distinct economic offerings that create
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focusing on the experiences of everyone involved in or affected by a new offer, such as customers, employees, suppliers, and other
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The concept reached a wide audience in 1999, when it was popularized by B. Joseph Pine II and James H. Gilmore in their book
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Organizations have begun to collect experience data in addition to operational data, since experiences are seen as a
412:"Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act, and Relate to Your Company and Brands"
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Experiential
Marketing: How to Get Customers to Sense, Feel, Think, Act, and Relate to Your Company and Brands.
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is an effort by organizations to measure and improve the experiences they provide to customers as well as
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Enhancing the
Employee Experience: Organizational practices that contribute to employee engagement
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is predominantly used in business, it has another meaning. It is used for a special kind of
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69:." They argued that the new approach must focus on total experience as the key customer
509:"11 Tech Trends You Can Bet Your Customer Experience Budgets On, Today through 2020..."
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532:"Qualtrics quantifies and enhances the 'experience economy' in new platform"
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216:"Ryan Smith's Qualtrics Capitalizes On The Rise Of The 'Experience Economy'"
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Effort by organizations to measure and improve the experiences they provide
294:"An embodied cognition approach to the study of consumer brand knowledge"
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271:"Intel webinar zooms in on digital experience management platforms"
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Experience
Marketing: Concepts, Frameworks and Consumer Insights
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Jennifer Kilian, Hugo
Sarrazin, and Hyo Yeon (September 2015).
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and product experience, which are all seen as interrelated.
193:"Avaya Updates Its Suite of Experience Management Software"
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B. Joseph Pine II and James H. Gilmore (July–August 1998).
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Ramaswamy, Venkat; Gouillart, Francis (October 2010).
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586:"Experience Management: Build, Buy, or Abandon?"
461:"Vendor Landscape: Digital Experience Platforms"
65:perception produced when humans consolidate
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299:. Marketing Trends Congress. Archived from
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399:. Columbia Business School. p. 87.
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563:. Google Books: Springer. p. 1.
435:"Building the Co-Creative Enterprise"
167:"Welcome to the Experience Economy"
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352:"Building a design-driven culture"
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588:. Legal Solutions. Archived from
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483:"Business Process Solutions"
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507:MCorpCX (3 February 2017).
191:Dan Miller (12 July 2011).
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414:. Columbia Business School
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557:Bergmann, Ralph (2002).
439:Harvard Business Review
390:Schmitt, Bernd (2011).
273:. Digital Signage Today
241:"Experience Management"
171:Harvard Business Review
119:artificial intelligence
410:Bernd Schmitt (1999).
354:. McKinsey&Company
560:Experience Management
139:experience management
115:operational databases
39:competitive advantage
32:competitive advantage
20:Experience management
617:Corporate governance
147:expertise management
143:knowledge management
123:predictive analytics
82:. In the same year,
67:sensory information
622:Customer experience
592:on 24 December 2015
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46:customer experience
247:on 23 October 2019
127:statistical models
79:Experience Economy
71:value proposition
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463:. Forrester
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153:References
133:Other uses
101:Management
86:published
596:24 March
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444:29 March
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60:History
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