I know Lou Carbone from the Adaptive Enterprise community. His talk reminded me about how the number of people who haven’t heard about Experience Engineering is a lot bigger than those who have.
Lou Carbone … will change the way you think about customer experience forever. His message to business leaders and professionals is simple: Create customers that come back and customers that tell others, by connecting emotionally with them through the experiences you deliver.
Carbone urges business to focus on managing experience “clues”, conscious and unconscious, because experiences are what customers value most. He stresses that the world has moved from making and selling to sensing and responding—a dynamic change that requires new competencies. Through illustrations from Fortune 100 clients, Carbone shares how the systematic design and delivery of experience clues can have immense impact on customer value, loyalty, and the bottom line.