James Gilmore
Expert on Customer Experience Management and Experiential Marketing
Biography
As co-author of The Experience Economy: Work Is Theatre & Every Business a Stage, James H. Gilmore literally wrote the book that spawned worldwide interest in experience design, customer experience management, and experiential marketing. Gilmore‘s most recent book, Authenticity: What Consumers Really Want, contends that Authenticity is the new Quality—that businesses must learn to manage authenticity as a distinct business discipline. Indeed, in a world of increasingly commercialized activity—intentionally staged and technologically mediated—people today want the real from the genuine, not the fake from some phony. Jim Gilmore is co-founder of Aurora, Ohio-based Strategic Horizons LLP. He is a “professional observer,” sought by enterprises for his expertise in designing new ways of adding value to their economic offerings. He is a frequent keynote speaker, as well as workshop facilitator and executive coach; professional societies, trade associations, and individual companies also engage Jim Gilmore to help design their overall events. Most interestingly, organizations employ him to conduct “learning excursions”—peripatetic tours of exemplary experiences in the cities in which they convene conferences and events, followed by intensive debriefs to extract lessons learned from the touring. Jim Gilmore‘s ideas have been featured in numerous articles on business strategy and innovation for such publications as the Harvard Business Review, The Wall Street Journal, and Investors Business Daily. Mr. Gilmore began his career with Procter & Gamble and then spent over ten years consulting with Cleveland Consulting Associates and Computer Sciences Corporation, heading up CSC Consulting’s process innovation practice before starting his own firm. Jim Gilmore is currently a Batten Fellow and Visiting Lecturer at the Darden School of Business at the University of Virginia. He previously served as the 2002-2003 Dean Helen LeBaron Hilton Endowed Co-chair at the College of Family & Consumer Sciences at Iowa State University. Mr. Gilmore is a graduate of the Wharton School of the University of Pennsylvania—and an avid Cleveland Indians baseball fan.
Speech Topics
Welcome to the Experience Economy
A fundamental shift is occurring in the very fabric of our economy. Today, what people desire are neither goods nor services, but something very different in kind, namely experiences that engage them in a personal and memorable way. Such experiences will increasingly command a premium fee and provide the basis for generating new revenue growth in for individual businesses and overall prosperity for both advanced and developing nations. In this provocative session, Gilmore will describe the nature of this emerging Experience Economy and outline principles for staging compelling experiences.
Get Real: Authenticity is the New Quality
In a world filled with ever more mediated and staged experiences ― an increasingly unreal world ― consumers are now making decisions based on how real they perceive various offerings to be. As a result, enterprises must become adept at rendering authenticity. Finding ways to tap into this emerging sensibility will become essential for success in the years and decades to come. This new challenge can be defined best as the management of the customer perception of authenticity. To be blunt: you must get real and not just claim you’re real.
Everything You Need to Innovate Can Be Learned From Reality TV
One of the privileges for Jim Gilmore to result from the success of The Experience Economy is the number of entrepreneurs who contact him for feedback about the launch of their experience-based ventures. In this session, Gilmore will walk through ten start-up businesses that have approached him in recent years in search of advice and/or capital. Gilmore has secured permission from each new venture to share their basic business concept. The audience will then vote on which they think is most viable. In a shockingly unexpected finale to the talk, Gilmore will share his perspective on the role Reality TV played in conceptualizing each new enterprise!
Design What? How Goods, Services and Experiences Vary in Value-Creating Attributes
Jim Gilmore will share his perspective on excellent design, and how successful design necessarily varies for goods, services, and experiences. He will share his perspective on the design appeal of the (experience) enterprises that have won Pine & Gilmore’s Experience Stager of the Year (EXPY) award, but then present examples of the physical things (goods) and intangible activities (services) that he most admires for their design distinctions – and the principles he detects that create their appeal.
Videos
Frequently Asked Questions
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You can inquire about James Gilmore's availability or get a customized quote by contacting Key Speakers directly. Our team will help you determine fit, logistics, and budget options for your upcoming event.What factors influence the speaker's fee?
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Travel expenses are typically not included in the listed speaker's fee and are quoted separately. If the speaker needs to travel internationally, fees will be higher. These expenses may include airfare, accommodation, ground transportation at home and in the event city, and meals. We can provide more detailed information about travel expenses and arrangements once you've selected a speaker.How do I book James Gilmore for my event?
The speaker booking process typically involves the following steps: contact Key Speakers to confirm James Gilmore's availability, fees, and any unique requirements (we can also help negotiate fees and terms); submit a firm offer to extend the invite to your speaker, with the details used to create an agreement once the speaker accepts; coordinate and finalize the terms of the booking, including contract terms and conditions; and confirm the booking by signing the contract and making the necessary payments.What types of events do keynote speakers typically speak at?
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When selecting a keynote speaker, consider the following factors: the speaker's expertise and knowledge relevant to your event's theme or industry; their speaking style, ability to engage the audience, and deliver impactful messages; past client testimonials, reviews, or references; and the speaker's availability and fee within your budget.What are the payment terms and conditions?
A deposit is required upon signing the contract, with the remaining balance due 2–4 weeks before the event. If the event is taking place within 30 days, the full balance is due upon signing.How far in advance should I book a keynote speaker?
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Keynote speakers may have specific requirements or accommodations that need to be considered, such as travel arrangements, accommodation preferences, dietary restrictions, or accessibility needs. Some speakers have a performance rider we include in the contract, others have minimal requirements.Do keynote speakers offer customization options for their presentations?
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Some keynote speakers are open to participating in pre-event activities such as panel discussions, Q&A sessions, or meet-and-greet sessions. Please share your specific requirements with us during the firm offer phase, so we can work on getting you everything you need.How long is a typical keynote speech?
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Often, yes. It's worth inquiring about such possibilities with your Key Speakers representative to explore any available cost-savings options.Why book James Gilmore through Key Speakers?
We provide a comprehensive service that takes the guesswork out of hiring a speaker — from speaker selection to logistics to post-event feedback. We know you have lots of responsibilities on top of finding and coordinating event speakers, so having a committed and proactive partner on your side that is an expert with the talent booking process is crucial. Every time you book a speaker with Key, your dedicated events manager will support you throughout the entire planning process. We help you negotiate contractual details such as speaker fees and travel terms so that you end up with the most favorable deal. With our highly communicative booking and proposal model, you'll never be left in the dark with the status of your speaker. To put it simply, Key Speakers is your one-stop resource for finding, booking and managing speakers for your event.
Speakers Like James Gilmore

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Robert B. Tucker
Robert B. Tucker is a renowned global futurist and innovation keynote speaker with a client list that includes over 200 of the Fortune 500 companies. President and founder of Innovation Resource Consulting Group, Tucker is an internationally recognized pioneer in the field of innovation, Tucker’s highly interactive presentations lead audiences on a guided tour inside the world’s most creative companies. Through stories and examples, Tucker shows leaders how to tap into the mindset, skill set and toolset to embrace change, discover opportunity and avoid obsolescence. Known for his in-depth customization, Tucker provides today’s leaders with practical strategies, cutting edge insights, and inspiration to take action once back at the office.
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