Experience Is About How People See Themselves, Not Your Brand!

At Experience Engineering®, we believe the most powerful differentiator is not how customers feel about your organization, but how they feel about themselves when interacting with it. That belief did not come from trend-watching or best practices; it came from decades of academic research into how humans form meaning, memory, emotion, and trust.

HOW WE GOT HERE

Experience Engineering® was founded on a simple but uncomfortable truth: the market for experience management grew faster than the discipline that should support it.

While organizations focused on measuring satisfaction, optimizing touch points, and implementing technology, the deeper work of understanding how people think, feel, and interpreting experience was largely left behind. Our founder, an academic practitioner, worked alongside other academic practitioners in cognitive science, behavioral economics, neuroscience and service research who weren’t asking what customers think, but rather how customers think.

By applying research-backed insights into subconscious decision-making, emotional signaling, memory formation, and systems behavior, Experience Engineering® took what was once theoretical and made it actionable, helping organizations design experiences that resonate emotionally and endure over time.

 

WHY WE EXIST

Our Mission

To advance experience management from a fragmented practice into a legitimate, research-backed discipline that fuses human understanding, technology, and systems thinking.

We exist because experience work has been under leveraged. Not due to lack of effort, but because discipline had never fully evolved. We feel an obligation to the industry to strengthen its effectiveness and ensure experience management reaches its full potential.

 

WHAT GUIDES OUR WORK

Our Values

Passion

We believe exceptional experiences can change the trajectory of organizations — and lives. Our passion fuels bold thinking and a long-term commitment to advancing the discipline of experience management.

Integrity

We operate with honesty, rigor, and accountability. We do not compromise research, intent, or humanity for convenience or trend.

Collaboration

Experience does not happen in isolation. We co-create with leaders, teams, and stakeholders to align intent, execution, and meaning across the system.

Advancing Research

We are committed to applied research that reveals how people form meaning, emotion, and trust, not just what they report. This pursuit keeps our work grounded, credible, and future ready.

 

OUR PURPOSE

We exist to help organizations become adaptive in a world of discontinuous change, without losing their humanity.

By aligning emotional truth, academic insight, collaborative design, and organizational systems, we help close the gap between intention and reality. The result is not just better experiences, but stronger trust, lasting loyalty, and sustainable impact.

 

Confidence, Strengthened, Inspired