Lou Carbone — Chief Experience Officer
Published:
The worst thing that could’ve happened was putting an S on there. It’s an S word. It’s score. Who gives a damn about a score?
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-the-worst-thing-that-couldve-happened-was-putting-an-s-on-t