The Experience Engine

Reinventing Business Through Radical Customer Empathy

The Experience Engine
Reinventing Business Through Radical Customer Empathy
By William Ferrier Jr

What if your product isn’t broken—but your perspective is?

In today’s crowded, fast-moving market, features alone don’t win. Feelings do.
The Experience Engine reveals a bold new approach to business innovation—one that puts customer emotion, memory, and behavior at the heart of product strategy.

Written by a leader who’s redesigned justice systems, led global tech marketing, and built products that users swear they helped create, this book is part playbook, part manifesto. It shows how to design experiences that stick, scale, and matter.

Inside, you’ll learn how to:

• Prototype not just functionality, but feeling

• Use immersive empathy to uncover what your users can’t articulate

• Make unforgettable first impressions in five seconds or less

• Turn skeptics into advocates through co-creation

• Build organizations that treat experience as strategy—not decoration

Whether you’re designing software, leading a team, or reshaping a brand, The Experience Engine will change how you think, build, and lead.

This isn’t about what your product does. It’s about how your product makes people feel. And that’s what changes everything.