Bring Lou Carbone to Your Stage
Experience isn’t a tactic. It’s how people make meaning.
Lou Carbone is one of the original architects of modern experience management, bringing together decades of academic research, real-world application, and thought leadership to help organizations understand how experiences truly shape trust, loyalty, and behavior.
His talks challenge conventional thinking, bridge humanity and technology, and leave audiences with a fundamentally new way to approach experience in a rapidly changing world.
WHY LOU
Lou doesn’t speak about trends.
He speaks about how humans actually work, and what that means for organizations navigating AI, disruption, and rising expectations.
With over two decades of experience across industries including healthcare, financial services, retail, travel, and technology, his work has helped define how organizations think about:
• Emotional connection and trust
• Experience as a system, not a touch point
• The role of unconscious processing in decision-making
• The future of experience in an AI-enabled world
SPEAKING ENGAGEMENTS
Each engagement is tailored, but core themes include:
• AI & Humanics
Rethinking the balance between system design and human integration in an AI-driven world
• The Road Not Taken
How experience management evolved — and where it missed the deeper opportunity
• Human Integration vs. Technology Integration
Why organizations risk dehumanization if human understanding doesn’t advance alongside technology
• The Trillions Spent on Experience
Why investment hasn’t always translated into impact — and how to change that
• Fusionomics
Aligning employee and customer experience as one interconnected system
EXPERIENCE & CREDIBILITY
Lou has spoken for global organizations, conferences, and academic institutions, including:
• Bank of America
• Netflix
• IBM
• Microsoft
• Siemens
• John Deere
• JD Power Summit
• CXPA
• Design Management Institute (DMI)
• Institute for Healthcare Improvement (IHI)
• Travel Forward Barcelona
• World Government Summit
And leading universities such as Harvard, Columbia, Cornell, UC Berkeley, and Michigan State University.
ACADEMIC & THOUGHT LEADERSHIP
Lou is the author of Clued In – How to Keep Customers Coming Back Again and Again and has contributed to numerous academic publications and textbooks.
His work has generated:
• 5,900+ academic citations
• Thousands of reads across foundational experience management research
His most influential work includes:
• Managing the Total Customer Experience
• Engineering Customer Experiences
• Service Clues and Customer Assessment of the Service Experience
• Build Loyalty Through Experience Management
He also serves as a Professor of Practice at Michigan State University, teaching in the first Master of Science in Customer Experience Management program.
SPEAKING PREVIEW
Get a sneak peek into Lou’s discussions that encapsulate and get audiences rethinking far beyond the stage.
• Watch Lou’s Speaking Promo Here
• World Government Summit: The Secret to Delighting Your Customers
BEYOND THE STAGE
Not every conversation happens on a stage.
Lou regularly contributes to podcasts, interviews, panels, and editorial features — bringing the same depth of thought and perspective to more conversational and exploratory formats.
Whether you're hosting a podcast, developing an article, or looking for an expert voice on experience, leadership, or the future of human-centered business, Lou offers a perspective grounded in both academic rigor and real-world application.
If you're looking to challenge conventional thinking and explore how experience truly shapes trust, loyalty, and behavior, we welcome the conversation.
BOOK LOU CARBONE
Bring a perspective that goes beyond best practices and challenges how your audience thinks about experience, leadership, and the future of business.
For speaking engagements, podcast appearances, interviews, or media inquiries:
Contact:
734-645-1604