Clued In Podcast with Lou Carbone

Clued In Podcast with Lou Carbone

Clued In with Lou Carbone is an opportunity to hear from Lou and guests. Recognized globally at forefront of the creation of experience management as a business discipline Lou will expand your perspectives. The impact you can make in the CX, EX, and Patient Experience space will be enhanced by Lou’s distinctive and unique vision and foresight in the space. Lou is the author of Clued In, How to Bring Customers Back Again and Again; numerous widely cited academic articles, 100’s of lectures at business schools, as well as over a thousand presentations and Keynote Addresses globally. Carbone is the founder and CEO of the first company ever that was dedicated solely to the science and art of experience management Experience Engineering®.

Episodes

December 1, 2021 16 min

Lou’s guest arrived at Fairview Health Services as President and CEO five years ago. The system was facing major challenges and had been through a string of CEOs with much of the time filled by Board Chairs while in search of a new President and CEO. James has led the team creating a stronger affiliation and partnership with the University of Minnesota, Rebranding as M Health Fairview, acquisition of Health East (another twin citie...

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A Perspective on Employee Impact:

The difference employees make when they do more than just doing enough to not get fired. The critical nature of employees who give of themselves to make a difference. Employees that give of themselves to make a difference and view their calling as more than transactional in nature are the critical key to defining the role and importance of employee mindset.

 

An expression of gratitude to all who go a...

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Whatever you do, you don’t miss this podcast with Lou’s special quest, Dr. Kevin B. Churchwell, MD, the President and Chief Executive Officer of Boston Children’s Hospital. 

Dr. Churchwell provides leadership, vision, and oversight for a team that’s dedicated to improving and advancing child health through their life-changing work in clinical care, research and innovation, medical education, and community engagement.

Since joining Bo...

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Please be sure to join Lou, subscribe and share this critical podcast where he discusses the construct of “Digimanity”. The critical nature of human connection. With apologies to Neil Young... My, my, Bricks and Mortar with never die. There’s more to it that meets the eye, Lou explores the challenges in telemedicine, retail and technology.

Technology will constantly change but basic human needs on deep unconscious levels will not.
Th...

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WOW! You don’t want to miss this episode of Clued In: with Lou Carbone. Lou discusses a critical
issue impacting businesses, the workforce and recovery from the Pandemic and the complexities of Employee Experience.

Customer’s co-produce experiences that impact Employee Experience. Lou calls for action to
urge Experience Management Professionals to evaluate the situation and begin to address
critical issues. 

Please be sure to subscribe ...

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October 27, 2021 24 min

Is it time to take an honest and look at and evaluation of where each individual, firm or brand self assess where the world of CX is and where it needs to go? In this episode Lou urges a time to self evaluate the state of the industry and where the industry is and what we need to be thinking about regarding the future.

He expresses sincere thoughts, feelings and fears about the potency of efforts in the space and the great opportuni...

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In this episode of Clued In: with Lou Carbone, Lou discusses critical learnings in the science of “Emotional Clutching Power” inspired by Experience Engineering’s work with Lego® as a client over the years.

Share in the insights that were inspired by the engineering genius that engaged science one of the world’s most beloved brands. How can Experience Management Professionals’ benefit from those insights? Tune in, subscribe and shar...

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October 13, 2021 29 min

In this episode of Clued In with Lou Carbone, Lou’s guest is Bill Staikos, who just recently left years of working on CX in financial services to take a position as SVP, Industry Solutions at Medallia. Lou and Bill have a practical discussion around Bill’s journey to his new position. Most critically they discuss the impact and utilization of experience management technology tools that can significantly create greater impact on cre...

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In this episode of Clued In, Lou is joined by Lani Lorenz Fry, Brand Experience Leader and former Manager, Brand Experience, Visitor Attractions, and Corporate History at John Deere.

Lani shares her experiences working at John Deere when improving brand required a larger view of customer and employee experience. The result of the work was so successful, it not only garnered attention from John Deere leadership and staff but was also...

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September 29, 2021 19 min

In this episode of Clued In, Lou sets up a portion of an unreleased portion of the interview with Angelo Lombardi, former COO of LaQuinta Hotels, Cura Cannabis Solutions, and Sentia Wellness.

This portion of their conversation went much deeper than anticipated and deserved its own episode…the topic of tipping and the impression it creates. Join Lou and Angelo as they go beyond percentages and provide ideas to ponder if you are in th...

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September 22, 2021 11 min

In this short yet insightful episode of Clued In, Lou gets right to the point and poses a question for organizations…are you in a state of ‘break-through’ or ‘break/fix’? Either one may be the appropriate direction for your organization at this moment but it’s important to understand the path you are on as they do not lead to the same destination.

Focusing on break/fix (correcting the things customers tell you need improvement) may ...

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September 15, 2021 30 min

In this episode of Clued In, Lou is joined by Shawn Nason, CX isn’t enough! Experience Evangelist from Disney Imagineer, Author, Speaker, Podcaster, Entrepreneur at MOFI, Neurodiversity Advocate, and Disruptor League.

Lou and Shawn discuss the need for CX to move beyond a way of thinking or a series of activities within an organization focused on metrics. The goal is to build a system…an Experience Ecosystem that empowers all employ...

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In this episode of Clued In, Lou is rejoined by Ralph A. Oliva and discuss the importance of going back to a sound concept…continually asking ‘why?’. Due to the rapid changes brought on by the pandemic and other world changing events, this question is more relevant than ever.

Ralph shares several takeaways that will help CMOs, CXOs, CEOs, and others looking to modify their existing activities due to recent market changes and interru...

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September 1, 2021 34 min

In this episode of Clued In, Lou is joined by Bob Azman, Chief Customer Officer & Customer Experience Consultant at Innovative CX Solutions, Emeritus Board Chairperson at CXPA, Adjunct Professor, Best-selling Author, and host of All Things Considered CX podcast.
 
Lou and Bob discuss the development of the CX industry along with some hurdles, and opportunities, all professionals involved in CX can take advantage of. In a professi...

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August 25, 2021 32 min

In this episode of Clued In, Lou is joined by Ralph A. Oliva and discuss the importance of building relationships in B2B, especially in today’s world with shortages and delays brought on by the pandemic.

For years now B2B organizations have been focused on the functional, economic, and emotional impact the product has on a customer’s life or a firm’s business. But something is missing...the relationship element. This is what the cus...

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In this episode of Clued In, Lou stresses the importance of not being stuck focusing on the basics while the true opportunity is all around you. A common trap for CX professionals is to focus their efforts on 'fixing broken processes' or having the mindset that you first need to 'perfect the basics' before you are ready to introduce new experiences.

Lou provides examples of organizations that failed to recognize the ...

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August 11, 2021 16 min

In this episode of Clued In, Lou takes a light-hearted (and comical) approach to what it means to create an impression.
Before listening, please take a moment to watch a short video to provide…for lack of a better word…context. As a warning, you will want to turn your sound down (or use headphones) if you are in a quiet work environment! https://youtu.be/NGuHDdSImFQ

The key takeaway from this episode is the importance of understandin...

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August 4, 2021 19 min

In this episode of Clued In, Lou shares stories of his time working with Disney and the impact that had on his perspective on experience design and his career. A key take-away was the willingness to step back and look at the entire experience as a system, rather than individual elements.

The ability Walt Disney had to understand the mind of the customer (children, parents, family, etc.) was apparent in his knowledge of the importanc...

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In this episode of Clued In, Lou discusses the difference between incremental process improvement and tactics that create momentum and velocity in your CX strategy. Often organizations look for a ‘silver bullet’ or universally applicable ‘best practices’ to boost the CX ROI. In some cases, this will provide short term gains but to create a truly distinct experience for your customers and employees requires looking at things differe...

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In this episode of Clued In, Lou reconnects with a long-time friend and former client, Angelo Lombardi. Listen in as Angelo shares his experiences as his career went from being a COO in the hospitality industry, a COO in the legalized marijuana industry, and a CEO of an organization producing CBD products. Angelo's message of always learning new things and being willing to step outside of your comfort zone are quite apparent in...

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