Lou Carbone

Founder, Chief Experience Officer
Experience Engineering, Inc.
Keynote Address | Thursday October 16

In an increasingly generic world, where customers are fickle, margins are thin and profits elusive, managing compelling experiences can make all the difference. That's the message author and internationally acclaimed speaker Lou Carbone drives home.

Recognized as the leader who launched the experience movement in the late 1980s, Lou delivers a thought-provoking program focused on positive customer experiences to Fortune 500 Companies, top business schools, executive forums, sales conferences, associations and educator meetings. He's lectured at leading institutions like the Harvard Business School, Columbia School of Business, Haas School of Business, University of California at Berkeley, Texas A&M, Boston University and many others.

Lou has 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. He is the founder and Chief Experience Officer of Experience Engineering, a Minneapolis-based experience management firm. He teaches audiences a system for managing experience clues that will create customers who come back and also tell others.

Lou speaks from his own leadership experience. He is the Chairman of the American Management Association Sales and Marketing council, Co-Chairman of the Board of Directors of Health Quality Partners, Inc., and Chairman of the Board of Trustees at Brown 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.