The Center of Experience (2020)


We find ourselves at an inflection point in the relationship between brands and their audiences, where customers and employees are demanding better and more valuable experiences. Companies must keep up with this demand in order to remain competitive. This includes competition for both customers as well as employees. More importantly, while many organizations have traditionally focused on external-facing initiatives first, it is the ones which start internally that have the greatest potential to provide long-term positive benefits. 

“With honest expression and stimulating, provocative thinking, Greg comes from a place of passion and understanding of what it takes to achieve value. You’ll be reading words from someone who has been there and done that. Who has a vision and a plan for the “how to” rather than just theory.”


The book provides a blueprint for organizations to implement a center of excellence incorporating brand experience, or the combination of customer and employee experience. Each property of experience is articulated and explained in detail, including brand, governance, culture, platform, measurement, and environment. The book also provides recommendations on how an organization can begin to implement a Center of Experience of their own, and how success is measured. 

The Center of Experience features a foreword from Diane Magers, Former Interim CEO for the Customer Experience Professionals Association (CXPA) and Founder and CEO of Experience Catalysts, and pioneer in the discipline of experience.  

The Center of Experience is Kihlström’s sixth book, following his Agile series, which started with 2016’s The Agile Web, followed by The Agile Brand (2018) and The Agile Consumer (2019). It is his second book on customer and employee experience, following Digital Delight, which was compiled from a series of his articles and released in 2019.



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