Lou Carbone is a globally recognized CX pioneer talking about the past, present, and future in CX

Since the late 1980’s, https://www.linkedin.com/in/locarbone/ (Lou 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. Lou and I cover the past, present, and future of customer experience. Importantly, 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. Lou and I 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.