Louis Carbone

Chief Experience Officer
Experience Engineering
Keynote | Thursday October 16

Experience thought leader and author 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 customer’s 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 will share how the systematic design and delivery of experience clues can have immense impact on customer value, loyalty and the bottom line.