The first company dedicated solely to experience management.

Intentionally designing and delivering customer experiences that drive engagement, loyalty and affinity.

Trailblazers in the field, we’ve long realized that leveraging customer experience as a value proposition begins with understanding not just what your customers think, but how they think! Given the powerful effect of unconscious thought on loyalty and preference, the entire customer experience must be built around how it causes them to feel about themselves.

While a seemingly simple concept, the impact of this out-of-the-box thinking on business results is revolutionary. Just look at today’s most beloved brands. They’re committed to filling all channels – from brick and mortar to the digital customer experience – with sensory clues that are orchestrated and managed to engage the customer. How employees are greeted on their first day of work. The music played in a store. Gestures and language used by staff. Even the triangular fold at the end of the toilet paper roll in a hotel room. All these sensory clues are purposely designed and delivered to reinforce specific thoughts and emotions – how customers want to feel.

The differentiator is how customers feel about themselves when they are interacting with your brand.

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.

Experience Engineering pioneered the art and science
of customer experience management.

The Right Experience. The Right Solution.

Founded by pioneering experience guru, Lou Carbone, Experience Engineering has been widely credited with having pioneered experience management as a business discipline.

Thought Leadership

Establishing a quality experience for your customer.

Experience Is Everything

We have always believed in the power of a positive experience, big or small.


Our proven programs allow us to deliver real results.

Proven Track Record

You’ll be amazed at what Experience Engineering can do for your business.


Innovative tools that can scale up (or down) according to your needs.

Distinct Tool Set

Innovative tools that can scale up (or down) according to your needs.

Experience Engineering was founded in 1992…

Coauthored “Engineering Customer Experiences”
Coauthored white paper for MIT
CluedIn Named “Fast Company’s Reader’s Choice”
Coauthored white paper for University of Penn
Top ‘experience transformation firm’ Forrester Research
Coauthored white paper for Cornell University
Featured in Chip and Dan Heath’s book “The power of Moments”

…and we’ve been thought leaders and trusted Partners ever since.

We’d love To Meet You In Person Or Online!

Thank you for visiting our website and we hope you have enjoyed what you have read. If you would like to continue the conversation, please feel free to contact us to discuss your organization’s experience goals/strategy.

Main Office: 6581 City West Parkway, Minneapolis, MN 55116
Phone: 952-942-8880