Professor of Practice, Michigan State University & Founder/Chief Experience Officer at Experience Engineering
Since the late 1980’s, Carbone has continuously been at the forefront of studying, exploring and developing value creation through experience management and is often referred to as the Godfather of Experience Management. He is recognized as a thought leader in the field as well as an experience management futurist continuously innovative, hands-on academic/practitioner.
He has written and co-authored numerous academic articles as well as a number of chapters in various textbooks. Citations from those works in academic publications number almost 2,000. 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. He co-authored in The Cornell Hospitality Quarterly that was cited as the best paper of 2014 by Sage Publications on “Sticktion”: Assessing Memory for the Customer Experience” More than two decades has collaborated very often with Dr. Leonard Berry, of the Mays School at Texas A&M speaking, writing. He has been a guest lecturer repeatedly at the Questrom School of Business at Boston University, S.C. Johnson School of Business at Cornell, The Mays School of Business at Texas A&M, Carlson School of Business at the University of Minnesota, The Shultz School of Business at St. Thomas. Also lectured at Columbia School of Business, The Haas School of Business Berkley.
Lou originated the concept of Total Experience Management® and a robust proprietary methodology and perspective called Experience Engineering®. Carbone and Experience Engineering’s clients include Microsoft, Cisco, Boston Children’s Hospital, Medica, Pizza Hut UK, AI DuPont Nemours Children’s Hospital, H. Lee Mofitt Cancer Center, Institute for Healthcare Improvement (IHI), John Deere, Penske, Arrow Electronics, Taco Bell, IBM, As well as Progressive Auto Insurance, 3M, CarMax, Chicago Rehabilitation Center, Audi of America, Buick, North Central Technical College, John Deere, Frito Lay, Pizza Hut in the UK, Taco Bell, LaQuinta, Microsoft, IBM, Brinker, TXU, Avis, Allstate, The Hartford, Royal Bank of Canada (RBC) and numerous other firms. He’s also delivered hundreds of keynote speeches for a broad range of organizations globally including the Government of the UAE. Prior to founding Experience Engineering Lou was the Global Vice President of Marketing at National Car Rental when the Paperless Rental Agreement, Emerald Club, The Emerald Aisle® with choose your vehicle, which the entire industry has now mimicked by the industry decades later.
Prior to establishing EE® he was a senior executive with distinguished major advertising agencies in NYC, Detroit and Minneapolis and a Journalist. He is the Vice-Chair of the Board of Directors at Health Quality Partners, serves on the board of Fairview Physician’s Associate Network. He received a Distinguished Alumni Award from Thiel College, has served on the Thiel College Board of Trustees and as the Brown College Board Chair. Lou also serves as a Professor of Practice in the Eli Broad Business College at Michigan State University, teaching within the Masters of Market Research and Analytics (MSMRA) program, as well as the startup of the Masters degree in Customer Experinece Management (MSCXM). ,Yes,This will be completed shortly
Links
Lou Carbone on LinkedIn: https://www.linkedin.com/in/locarbone/
Experience Engineering website: expeng.com
Podcast Appearances
Please note that this information was accurate as of July 20, 2026