Grow Share of Wallet & Attract New Customers

Experience Platforms

XPLATFORM TOOLKIT

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Issues with customer loyalty?
Engagement and relationships?
Revenue & profit?

Leading companies around the globe have developed Experience Platforms as the solution.
The XPlatform Strategy Toolkit is your go-to guide to developing this strategy for your company.

Examples of XPlatforms

Source: XPlatform Strategy ToolKit, 2022

Overview

The XPlatform Strategy Toolkit provides the context, frameworks and specific steps leaders need to develop an experience platform. The toolkit was developed by a collaboration between the Platform Strategy Institute, with deep experience in platform strategy and Strategic Horizons LLP, which pioneered and promulgated the idea of the Experience Economy.

This toolkit summarizes key insights and context around the rise and growing strategic significance of XPlatforms. This content is based on an analysis of 100 experience platforms world-wide and sights gained from a major multiclient study.

The toolkit provides a guide to developing an XPlatform strategy for your organization. It provides valuable frameworks and four exercises for how to grow your share of wallet and expand customer base.

Guide & Exercises

The Guide and Exercises provides the context, frameworks and specific steps leaders need to develop an experience platform. The toolkit was developed through a collaboration between the Platform Strategy Institute, with deep experience in platform strategy and Strategic Horizons LLP, which pioneered and promulgated the idea of the Experience Economy.

This Guide summarizes key insights and context around the rise and growing strategic significance of XPlatforms. This content is based on an analysis of 100 experience platforms world-wide and sights gained from a major multi-client study conducted in 2021.

The Guide includes a detailed discussion of the strategic value of experiences, how platforms can scale this value with the right design and governance. The guide concludes with three exercises that identify how your organization can develop a minimum viable platform to deliver compelling experiences.

Format: PDF
Lenght: 77 pages

Case Studies

This new report examines four business case studies that highlight the growing role and importance of experience platforms (XPlatforms) in creating value and engaging customers. XPlatforms combine the power of the platform business model with the recognition that experiences offer greater value than commodities, goods, or services. There are now hundreds of these platforms operating worldwide.

The cases examine four examples of large-scale XPlatforms. Two of the cases, Carnival Ocean Medallion and Virgin Experience Days, are IRL (in real life) platforms. The other two other cases, Grubhub’s Sound Bites and Amazon Live & Amazon Explore, are virtual experiences.

BUSINESS VALUE The four cases provide insight into the value created by experience platforms. The cases provide insights into how this value was created and who captures it.

BUSINESS IMPACT Each case provides a perspective on key direct and indirect benefits created by offering experiences. The cases provide qualitative and quantitative information on the value created by each XPlatform.

Format: Pdf
Length: 21 pages

database

XPlatforms have quickly become a huge business across the breadth and depth of industries and countries. And we did not attempt to capture all of them, for there are too many to track with more and more popping up seemingly every month.

The breadth of XPlatforms is amazingly large, including marketplaces, operational platforms, extensions, and a wide variety of complements; from real experiences to virtual experiences and everywhere in between; from consumer to B2B to employees to fans to tenants; and including not just experiences but transformations as well.

The types of platforms are equally broad, from pure marketplaces, gifting, ticketing/booking, fandom, travel in its myriad forms, entertainment streaming in its own various forms, knowledge/education, virtual reality, sports, coaching, fitness, and so forth.

There are many reasons that companies get into the XPlatform business, including loyalty, engagement, relationships, and of course straight revenue/profit.

Format: excel
Size: 13 columns; 101 rows

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about the authors

Peter C. Evans, PhD

Peter C. Evans is Managing Partner at the Platform Strategy Institute. Peter has over 20 years of experience leading teams in identifying, framing, assessing, and communicating high-priority marketplace trends and disruptions that support business planning and investment prioritization. He has held senior strategy, innovation and market intelligence roles at large global enterprises including General Electric, KPMG and IHS/CERA. He is a lifetime member of the Council on Foreign Relations and served on the board of the National Association for Business Economics. Dr. Evans been at the forefront of identifying and articulating significant new trends, such as The Rise of the Platform Enterprise, the first global survey of platform companies. He as also served as the co-chair of the MIT platform strategy Summit since 2016. Peter received his BA from Hampshire College and his master's degree and PhD degree from MIT.

B. Joseph Pine II

B. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. After earning his master’s degree in the Management of Technology from MIT he cofounded Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings. In his speaking and teaching activities, Mr. Pine has addressed the World Economic Forum, the original TED conference, South by Southwest, amd the Consumer Electronics Show. Today he is a Lecturer in Columbia University’s Master’s Program in Technology Management in the School of Professional Studies. In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: (originally published in 1999) with many new ideas, frameworks, and exemplars plus a new Preview Competing for Customer Time, Attention, and Money. He has also written Mass Customization, Authenticity, and Infinite Possibility: Creating Customer Value on the Digital Frontier.

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