In this episode of Manager Lab we unpack the concept of "experience intelligence" through Bob Iger and Disney’s playbook, showing how intentional design of employee and customer experiences becomes a strategic advantage. You’ll learn why experiences should be treated like measurable strategy, how employee experience drives customer loyalty, and practical steps managers can apply immediately.

Actionable tips include mapping journeys, leading with emotional awareness, elevating small moments, aligning systems with desired experiences, and focusing on long-term development — all to build sustainable culture and competitive advantage.