Our research, published works, and speaking engagements show the measurable impact of experiences done right. Discover the insights that guide our approach and see how they can transform your own.

 

SPEAKING ENGAGEMENTS

 

Lou Carbone, the “godfather” of Experience Management, challenges, inspires, and motivates organizations to rethink every interaction. As a thought leader across generations and a top-tier speaker, Lou ensures that your organization starts to think differently and recognizes the true  power and value of memorable experiences. READ MORE

 

For speaking engagements talk to Matthew Murray directly at: 1.734.645.1604 or email at: mmurray@expeng.com

 

PODCASTS

 

The Clued In Podcast with Lou Carbone

Conversations with global XM thought leaders on customer insights, experience strategy, and journey design.

 

Check out the experience engineering Podcast Vault with Lou Carbone

PUBLICATIONS

BOOKS

Good, bad, or indifferent, every customer has an experience with your company and the products or services you provide. But few businesses really manage that customer experience, so they lose the chance to transform customers into lifetime customers. In this book, Lou Carbone shows exactly how to engineer world-class customer experiences, one clue at a time.

You can purchase Clued In from Amazon here:

Clued In: How To Keep Customers Coming Back Again And Again

ARTICLES

• HBR Article - ​​​​Managing by Wire HBR Article

• MIT Article - ​​​​Carbone, Haeckel, Marketing Management_Engineering Customer Experiences

• MIT Sloan Management Review - Managing The Total Customer Experience

LEARN ABOUT THE EXPERIENCE MANAGEMENT REFORMATION®

View Lou Carbone's vision of the future of customer experience,

"The Experience Management Reformation."

 

Good, bad, or indifferent, every customer has an experience with your company and the products or services you provide. But few businesses really manage that customer experience, so they lose the chance to transform customers into lifetime customers. In this book, Lou Carbone shows exactly how to engineer world-class customer experiences, one clue at a time.