As an ad executive in the late 1970s, Lou Carbone had an insider’s view into how cost-cutting and lack of sensitivity to customers’ needs and desires led to the demise of Howard Johnson‘s Restaurants, and how an unwavering focus on delivering an optimized customer experience led to Disney’s continued growth. The differing fates of these iconic companies led him to a simple yet powerful revelation: The value of the customer experience a company delivers is the totality of all the clues associated with the product or service.
And with that epiphany, Experience Engineering® was born- the first company dedicated solely to the science of total experience management: customers & employees.
Singled out by Forrester Research as a top Enterprise Customer Experience Transformation Firm, EE has a long and successful track record with Fortune 100 businesses. From developing a strategic onboarding experiences, to improving the digital experiences, to driving the globalization of brands – and countless successes in between – our history of helping clients optimize cross-channel customer experiences is unrivaled in the industry.
Experience Engineering continues to lead the industry in total experience management to benefit our clients.