Register Here
PDH Credit: 1
Registration
This is a FREE event. RSVP today by clicking the button above!
Description
For decades, business has been built around a simple equation: make a great product, deliver a reliable service, and customers will come back. But something has changed.
Today, goods and services are increasingly abundant, accessible, and easy to compare. Products can be copied. Services can be standardized. Prices can be matched. Technology can make transactions faster and more convenient than ever. Yet despite all this efficiency, customers are asking a different question: “What more do you have to offer?”
They are no longer evaluating businesses solely on what they receive. They are evaluating how the interaction makes them feel, what they remember, and whether the relationship means something to them.
This is where experience becomes a competitive advantage.
A service solves a problem. An experience creates a reason to care.
The businesses that thrive in this emerging economy understand that the value of what they provide is no longer limited to the product or service itself. They intentionally design the moments surrounding it—the interactions, emotions, stories, environments, rituals, and relationships that turn an ordinary transaction into something people remember.
But creating a memorable experience is only the beginning.
The greatest opportunity comes when an experience creates connection. When customers feel understood. When they recognize themselves in the people and community around them. When they begin to feel that they are not simply buying from a business—they are becoming part of something.
That shift changes the economics of the relationship.
Customers who experience greater value are more likely to return, remain loyal, share their experiences, and recommend the business to others. The result isn't simply a better customer experience. It is a stronger relationship, greater perceived value, and ultimately, better revenue.
Why Experience Matters explores how organizations can move beyond the limitations of goods and services by intentionally transforming what they already do into experiences people value.
Using the ERY Method as a framework for experience design, we will explore how ordinary services can become extraordinary experiences—and how those experiences can create the emotional and relational value customers increasingly demand.
Because in a world where almost everything can be delivered, the real competitive advantage may be what people experience while they are receiving it.
About the Speaker
Kevin Dulle, CXG - Chief Experience Guide, Wonder Mint
Kevin M. Dulle is a Certified Experience Economy Expert, workshop designer, and visual translator who helps leaders and teams do their best thinking together — and helps organizations turn services into memorable and meaningful experiences.
He partners closely with organizations to clarify direction, align stakeholders, and move complex work forward through carefully designed workshops and visual strategy tools. Kevin specializes in structuring the conversations that matter, transforming ambiguity into focus and ideas into decisions.
Blending consulting rigor with facilitation craft, he designs each engagement from the ground up. Using visual thinking and real-time translation, he makes complex ideas visible, shared, and actionable — helping teams see patterns faster and move with confidence.
Kevin is often brought in when the stakes are high and alignment matters most: strategy resets, innovation efforts, leadership off-sites, and customer or employee experience design. His work helps organizations move beyond delivering services to creating experiences people remember.
Clients don’t hire him for presentations — they hire him to design the conversation, make the thinking stick, and turn the ordinary into the extraordinary.