I wrote this piece in response to audience feedback around my article “The Future of the Performing Arts in the United States of America” — specifically that it lacked: a. Clear directions and an actionable way forward for performing arts leaders to progress their institutions in these unsettling times. …

I’ve seen the lights go out on Broadway and the question is — how will we all go on with the show? …

The knowledge era is upon us (not to mention the Covid-19 era) and brick and mortar retail must change accordingly! The craft era was driven by scarcity. The goal on the part of consumers was merely to acquire things, given general obstacles to access (i.e. no roads!). It made sense…

Entertainment, like education, is best delivered in intimate, interactive settings. Small venues that facilitate audience engagement are superior to large-scale stadium environments, like small seminar rooms that facilitate active learning are superior to large-scale lecture halls. They drive better experiences. The entertainment world has been disrupted in remarkable ways by…

How “Experientiality” Manifests Online and Offline Amid Disruption The pandemic is accelerating the evolution from the industrial age to the age of knowledge. “Experience” is a word that continues to materialize amid this evolution. Countless guides describing how to create best-in-class online and omnichannel “experiences” have emerged across social media…

All of my gigs have functioned in the realm of customer experience innovation and transformation…which means that I’ve had countless, endless, exhausting arguments with folks around the nature and definition of “experience.” Is an experience an event? Is it measured in memory (#pineandgilmore)? Is it a set of beliefs? Given…