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Lou Carbone is a globally recognized pioneer and thought leader in Experience Management Design. He originated the concept of Emotional Unconscious Clue Based Experience Design and developed the Total Experience Management®, a robust proprietary methodology known as Experience Engineering®. As the founder and CEO of Experience Engineering®, Inc., a significant management consulting firm based in Minneapolis, Minnesota, he has dedicated decades to improving customer and employee experience management systems. In the late 1980s, Carbone emerged as a leader in the field, continuously studying and innovating on value creation in experience management. He is often referred to as the 'Godfather of Experience Management'. Lou co-authored a seminal article that launched the Customer Experience Movement and has lectured at numerous prestigious institutions while publishing widely cited academic papers. He has held senior positions in major advertising agencies, including Vice President of Marketing at National Car Rental. His book “Clued: Keep Customers Coming Back,” published by FT Prentice Hall, won Fast Company’s Reader’s Choice Award. Additionally, he co-authored a paper in the Cornell Hospitality Quarterly, which was cited in 2014 by Sage Publications on “Sticktion: Assessing Memory in Customer Experience.”
Department of Psychology