On Converting Customer Service to a Higher Calling
B. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial startups, and cofounder of Strategic Horizons. Previous books include The Experience Economy, which is credited with introducing the concept of “experience” to the business world, Authenticity, and Mass Customization.
Now, in The Transformation Economy: Guiding Customers to Achieve Their Aspirations (Harvard Business Press, 2026), Pine brings his clarifying lens to the Rosetta stone of transformation, the customer service experience. What’s the percentage of…
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