Forrester on the Age of Experience
I often argue that the 20th Century was about learning how to scale stuff (manufacturing, logistics, etc) and that the 21st Century is about scaling ambition. This Forrester video talks about the importance of learning how to create experiences.
As home theatre became big, theatres got off their collective butts to invest in better sound, Imax, 3D Theatre, and a whole bunch of innovations to ensure they would always be delivering a better experience. Likewise, hotels have been investing in the little touches like bedding and the bathroom. With online shopping bigger than ever before, I predict retailers will invest in the shopping experience to ensure consumers have a better experience in the store than they could have at home. This means little things like better dressing rooms (with adjustable lights and mirrors so people can see how they look in a variety of situations), and big things like time-to-market so people can dress like the people they see on TV.
Original link: http://blogs.forrester.com/james_mcquivey/10-07-27-we_are_about_enter_era_experience