Each week hundreds of new practitioners enter the customer experience discipline. It was Lou Carbone who, 30 years ago, brought many of the foundation ideas to light. Ever since, he’s been encouraging clients, staff, and new practitioners to experiment, learn, and share what they do.
Lou was introduced to me by Stephan Haeckel of IBM’s Advanced Business Institute. The pair wrote an article that captured their ideas on design for agility and the value of emotions in value delivery. I brought Lou’s company into a project for McDonald’s while working as IBM’s e-visionary. The rest, for me, is history.
Lou and I caught up this week at the European Customer Experience World conference in London. Lou kindly shared some of his time to answer some impromptu questions. You will find his comments insightful.