We find ourselves at an inflection point in the relationship between brands and their audiences, where customers and employees are demanding better and more valuable experiences. Companies must keep up with this demand in order to remain competitive. This includes competition for both customers as well as employees. More importantly, while many organizations have traditionally focused on external-facing initiatives first, it is the ones which start internally that have the greatest potential to provide long-term positive benefits.

The book provides a blueprint for organizations to implement a center of excellence incorporating brand experience, or the combination of customer and employee experience. Each property of experience is articulated and explained in detail, including brand, governance, culture, platform, measurement, and environment. The book also provides recommendations on how an organization can begin to implement a Center of Experience of their own, and how success is measured.

The Center of Experience features a foreword from Diane Magers, former interim CEO for the Customer Experience Professionals Association (CXPA) and founder and CEO of Experience Catalysts, and a pioneer in the discipline of experience.

This second edition provides additional insights from during and after the pandemic, and clarifies many of the book’s points to focus the listener on tangible first steps. It serves as a companion piece to Kihlström’s Meaningful Measurement of the Customer Experience (2022), and the internationally best-selling House of the Customer (2023).