Clued In Podcast with Lou Carbone

In this episode of Clued In, Lou stresses the importance of not being stuck focusing on the basics while the true opportunity is all around you. A common trap for CX professionals is to focus their efforts on 'fixing broken processes' or having the mindset that you first need to 'perfect the basics' before you are ready to introduce new experiences.

Lou provides examples of organizations that failed to recognize the unconscious drivers of their customers and instead continued perfecting their existing processes. Focusing on process improvement is like joining a race after it started. It might feel as if you are making progress, but you also have no idea where the finish is. We need to think of starting with the customer's desired emotion in an experience as the new starting line.

Show Notes

In this episode of Clued In, Lou stresses the importance of not being stuck focusing on the basics while the true opportunity is all around you. A common trap for CX professionals is to focus their efforts on 'fixing broken processes' or having the mindset that you first need to 'perfect the basics' before you are ready to introduce new experiences.

Lou provides examples of organizations that failed to recognize the unconscious drivers of their customers and instead continued perfecting their existing processes. Focusing on process improvement is like joining a race after it started. It might feel as if you are making progress, but you also have no idea where the finish is. We need to think of starting with the customer's desired emotion in an experience as the new starting line.

What is Clued In Podcast with Lou Carbone?

Clued In with Lou Carbone is an opportunity to hear from Lou and guests. Recognized globally at forefront of the creation of experience management as a business discipline Lou will expand your perspectives. The impact you can make in the CX, EX, and Patient Experience space will be enhanced by Lou’s distinctive and unique vision and foresight in the space.

Lou is the author of Clued In, How to Bring Customers Back Again and Again; numerous widely cited academic articles, 100’s of lectures at business schools, as well as over a thousand presentations and Keynote Addresses globally. Carbone is the founder and CEO of the first company ever that was dedicated solely to the science and art of experience management Experience Engineering®.