The Experience Economy, Updated Edition

* ENCORE *

Exit, Stage Right

CUSTOMERS AND COLLEAGUES OFTEN ASK US, “What's next after transformations?” The question comes up particularly when people begin wondering whether transformations, like the other economic offerings before them, will be commoditized. The healthcare industry, after all, continues to undergo, as it has for the past two decades, tremendous pressure to cut costs via uniform coverage, resulting in fewer procedures and routine treatment. That same pressure is beginning to be applied on tuition costs, just as Internet-based learning programs increase access to and slash the costs of college education. Management consulting firms find themselves competing against business schools that hire out their MBAs at remarkably reduced ...