Biography
Lou (Lewis) Carbone is a globally recognized Pioneer, Keynote
Speaker, Expert, Innovator, Influencer, and Thought Leader in Experience
Management and Design. Lou originated the concept of Emotional and Unconscious
Clue Based Experience Design and Total Experience Management® and a robust
proprietary methodology and perspective called Experience Engineering®.
Lou Carbone is the founder and CEO of Experience Engineering®,
Inc., an experienced management consulting firm, the first of its kind decades
ago, based in Minneapolis, Minnesota, working with customer and employee
experience management systems. Since the late 1980s, Carbone has continuously
been at the forefront of studying, exploring, and developing value creation through
experience management and is often referred to as the Godfather of Experience
Management. Carbone co-authored the seminal article that launched the Customer
Experience Movement, lectured at significant institutions, and published
academic papers that have been widely cited.
He is recognized as a thought leader in the field as well as an
experience management futurist and continuously innovative, hands-on
academic/practitioner. He has also held senior positions in major ad agencies
and served as the Vice President of Marketing at National Car Rental.
He wrote the book “Clued In: How to keep customers coming back,
again and again, published by FT Prentice Hall, which won Fast Company’s
Reader’s Choice Award.
He co-authored in The Cornell Hospitality Quarterly, cited as the
best paper of 2014 by Sage Publications on “Sticktion": Assessing Memory
for the Customer Experience.”
