Experience the Reformation with Lou Carbone
Experience the Reformation is built around a simple but powerful idea: it’s time to reform the way we think about experience. Hosted by the Godfather of Experience Management, Lou Carbone (Founder and CEO of Experience Engineering), the show explores the movement beyond simply measuring what customers say and toward understanding how experiences are perceived, processed, remembered, and felt. Through conversations with industry leaders and thinkers, the show explores the future of experience, behavioral science, emotional resonance, AI, and the relationship between people and organizations.
Episodes
What does it really take to create customer loyalty in an increasingly automated world?
In this episode of Experience the Reformation, Lou Carbone sits down with longtime loyalty expert, Harvard Business School senior lecturer, and Bain & Company advisory partner Rob Markey, co-author of The Ultimate Question 2.0 and one of the architects behind the Net Promoter System.
Lou and Rob explore why so many organiza...
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