Lou (Lewis) Carbone has continuously been at the forefront of studying, exploring and developing value creation through experience management - he started when I was in CX-diapers!

In this episode of Be Customer Led, Lou and I cover the past, present, and future of customer experience. You can download or listen here:

Interestingly, Lou is focused on Latent Acuity: understanding the deep, unconscious metaphors that become the powerhouse in identifying clues and signals that drive emotional feelings about brands. We talk about this in depth and how it's used in practice.

Lou and I also cover the future of customer experience, and concepts he calls "digimanity" or the combination of digital and humanity, and his practice of fusion-omics, or the combination of departments, practices, or disciplines and it's impact on CX.

Really insightful conversation with someone who has seen and worked on everything there is to see and work on in customer experience.

I'm lucky to call Lou a mentor and, more importantly, a friend. I learn more every time I talk to him. I know our listeners will too.