Lou Carbone — Chief Experience Officer
Published:
An example that I use is a barbershop that I love, that gave me a horrible haircut the first time I went there. But I go back there again and again and again. It’s called Truffitt & Hill, and it’s how they made me feel.
What does Lou Carbone say on The Agile Brand with Greg Kihlström?
Lou Carbone, Chief Experience Officer, says: In this episode Greg Kihlström interviews Lou Carbone about reframing brand as the sum of customer experiences rather than internal departmental outputs. Carbone critiques the industry's obsession with score-based CX metrics, argues for designing emotional memories and brand ethos, and recommends treating AI as the central nervous system of a human-centric operating model that engineers experiences rather than merely automating broken processes.
From: The Agile Brand with Greg Kihlström
Cite as: Lou Carbone. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/lou-carbone-an-example-that-i-use-is-a-barbershop-that-i-love-that-gave