Helen LeBaron Hilton Co-Chair - Work IS Theatre, So Act Your Part

Goods are manufactured, services delivered, but experiences are staged. In the emerging Experience Economy, enterprises must embrace the principle that work IS theatre. Whether acknowledged or not, done well or not, every time work is performed before the watching eye of a customer, the activity performed is literally theatre. In this session, Joe Pine will discuss how to orchestrate compelling business drama and describe specific techniques for helping direct workers to act their part. Joseph Pine is the author of Mass Customization: The New Frontier in Business Competition, a faculty leader in the Penn State Executive Education Program, a member of the Executive Education faculty at the UCLA Anderson Graduate School of Business, and frequent guest lecturer at the MIT Sloan School of Management, his alma mater.