Lou Carbone, author and CEO of Experience Engineering, Inc. will change the way you think about customer experience forever. His message to business leaders and professionals is simple: Create customers that come back and customers that tell others, by connecting emotionally with them through the experiences you deliver.

Carbone urges business to focus on managing experience "clues", conscious and unconscious, because experiences are what customers value most. He stresses that the world has moved from making and selling to sensing and responding—a dynamic change that requires new competencies. Through illustrations from Fortune 100 clients, Carbone shares how the systematic design and delivery of experience clues can have immense impact on customer value, loyalty, and the bottom line.