Experience Engineering, Inc., Founder and Chief Experience Officer

In an increasingly generic world, where customers are fickle, margins are thin and profits hard-won, managing compelling experiences is a proven and necessary differentiator. That’s the message author and internationally acclaimed speaker Lou Carbone drives home.

Widely recognized as the business leader who launched the “experience” movement, Carbone is also the author of “Clued In, How to Keep Customers Coming Back, Again and Again”, which is considered the leading business guide to customer experience theory and practice. Carbone delves into the science and art of the experience itself; what happens to us, what happens to our customers, and what happens to our businesses, when we thoughtfully and intentionally manage experiences. Lou delivers this message via thought-provoking and entertaining keynote programs and workshops for Fortune 500 Companies, executive forums, annual meetings and sales conferences.

Lou speaks from his own leadership experience. He is the founder and Chief Experience Officer of Experience Engineering, a Minneapolis-based experience management consulting firm. Lou and his firm have spent more than two decades in the development of experience management theory and practice in a broad range of industries including travel, healthcare, retail, technology, financial services, manufacturing and education.

In addition to consulting, Carbone continues to write, as well as lecture regularly at top business schools such as Harvard Business School, Cornell S.C. Johnson College of Business at Cornell University, Columbia and the University of Minnesota. Lou also serves on numerous boards, including Health Quality Partners, Fairview Physicians Association and Thiel College. Prior to founding Experience Engineering, he was the Vice President of Global Marketing at National Car Rental, introducing innovations like paperless-electronic rental agreements, Emerald Club and Emerald Aisle. Before this, he was a senior executive with major advertising agencies in New York, Detroit and Minneapolis.