Open Mic Session: Experience Management, Yesterday, Today and Tomorrow!

In this master class session, Lou Carbone, Thought leader, Professor of Practice at Broad College Master of Science Experience Management at Michigan State University; CEO of Experience Engineering, Author of award-winning best seller Clued In: How to bring customers Back Again and Again. I
n the first 15 Minutes Lou will pose the evolution and future of Experience Management and then it’s open mic. Lou will answer specific questions and challenges faced by participants calling on decades of work in a space where his seminal article is credited with the launch of the Experience Management Movement. This session is about you, the attendees.

By the end of the session, the audience will understand:

  • Understanding where Experience Management is headed and tools designed that go beyond Industrial Age thinking.

  • How to face challenges in the environments we work in experience management.

  • Practical skills and tools like Clue Scanning(R) and Emotional Concurrency (TM) for creating traction and committment in in your organization.

Speaker: Lou Carbone

Founder and CEO - Experience Engineering Inc

Lou (Lewis) Carbone was recently appointed to the Marketing Faculty at The Broad College of Business at Michigan State University, teaching in the first Master of Science Degree in Customer Experience Management.

The founder and CEO of Experience Engineering®, Inc., an experience management consulting firm, the very first of its kind three decades ago, based in Minneapolis, Minnesota, working with the customer, employee, patient, and family experience management systems.

He wrote the book “Clued In: How to keep customers coming back, again and again, published by FT Prentice Hall, which won Fast Company’s Reader’s Choice Award.