Lou Carbone — Chief Experience Officer
Published:
It is so huge. It’s moving out of the industrial age and understanding that in the industrial age we created silos, we created the idea that we control the brand… and it’s really consumers who do. We’re not making a product. What we’re doing when we create an experience, which is what a brand is all about, the currency of experience is memories.
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-it-is-so-huge-its-moving-out-of-the-industrial-age-and-und