Joe Lanzisero, Hannes Robier

Masterclass: How to create an holistic experience.

Key Learnings

  • You will learn more than 5 tools in our Magineering pyramid.
  • Attendees will get insights how to connect storytelling, customer journeys in offline and online touchpoints.
  • After the Masterclass you can describe and use the four dimensions of enthusiasm.
  • To optimize your sales you will create experiences with the six dimensions of persuasion.


This interactive workshop gives participants a deep dive into the psychology of an experience, storytelling and creating a magic moment for the customer or user.  This Magineering approach provides individuals & teams a repeatable and scalable toolkit that can be applied to building better holistic customer experiences and a whole CX Strategy.

The program, delivered by Joe and Joe (Hannes), is intended for those leading company wide experience strategies. Joe as former VP of Walt Disney and Joe as chair of WUC are battle themselve to create the best workshop experience for you.

Participants will walk away with a set of tools, methods & frameworks focused on applying daily services to customer from a new point of view.

Target Audience: CX Manager, CX Designer, Those who want to create a WOW

Date: Thursday, January 1st

Joe Lanzisero

Creative Consultant,

Joe manages a consultancy focused on serving global clients in the cruise, hotel, restaurant and theme park sectors. He brings deep experience to his customer engagements, having served as the design and creative lead on over $9B in marquis projects to date.

Regardless of the industry sector, Joe specializes in working on ‘keystone’ projects which can mean a completely original approach or the high-impact refreshing of a proven concept. His strength is in making the creative real through an integrated process that gives equal weight to the core story inherent in a project and the real-world constraints of the bottom line.

With more than three decades of Disney experience, Joe Lanzisero is well equipped for his role as creative executive in charge of projects for Walt Disney Imagineering. Working with teams of artists, writers, architects and engineers, he serves as the eyes and artistic conscience of a project from conception through completion.

Joe was responsible for the creative development of the two newest ships for the Disney Cruise Line, and oversaw the teams that designed these new state-of-the-art ships (Disney Dream and Disney Fantasy) which launched in 2011 and 2012 respectively. Many features such as the innovative dinner show “Animation Magic” and the inclusion of an onboard water coaster (the AquaDuck) are cruise industry firsts.

At Hong Kong Disneyland, Joe oversaw the expansion of the park by more than 20 percent over a three-year period. The additions of three new lands – Toy Story Land, Grizzly Gulch and most recently, Mystic Point, adds more excitement and fun for guests of all ages.

Lanzisero began his Disney career in 1979 in Feature Animation (now Walt Disney Animation Studios), working on the animation, special effects, storyboarding and story development of numerous features, shorts and special project. He came to Imagineering in 1987 as a concept designer and was on the design teams for Disney’s Typhoon Lagoon Water Park at Walt Disney World, Critter Country at Disneyland, and Phantom Manor at Disneyland Paris.

In 1991, Lanzisero was promoted to senior concept designer and immediately plunged into the development of Mickey’s Toontown, the wacky cartoon “community” that opened at Disneyland Park in 1993. He also developed the concept for Roger Rabbit’s Car Toon Spin, a wild and funny dark ride that opened in Mickey’s Toontown the following year. Lanzisero also supervised the concept design for the Tokyo Disneyland version of Toontown that opened in 1996.

Before joining the Tokyo Disneyland project team in 1999, he developed the concept for Fantasia Gardens and WinterSummerland, a pair of unique miniature golf courses at the Walt Disney World Resort in Florida. Another new venture, Disney Cruise Line, benefited from his work on children’s spaces and activities. And he was behind the conceptual design and development of DisneyFest, a unique Disney entertainment venue that traveled throughout the Far East and South America.

In 2001 Joe was promoted to creative vice president for Tokyo Disney Resort, charged with overseeing all design in Tokyo. For Tokyo Disney Resort, he worked on such attractions as Pooh’s Hunny Hunt, Toontown, Critter Country and Splash Mountain. He did the concept development for Mermaid Lagoon and Arabian Coast in Tokyo DisneySea as well as many other projects. He directed the creative development of Tower of Terror attraction and Monsters, Inc. Ride and Go Seek. In March 2007, Joe was promoted to creative senior vice president with the added responsibilities of overseeing all design for Hong Kong Disneyland, including leading the design of a major three-land expansion of the park.

A member of the first graduating class of the Walt Disney Character Animation program at California Institute of the Arts in 1979, Lanzisero developed his artistic talents with old-time Disney professionals. He applied his education as a teacher at the Otis Art Institute and in the animation industry before joining The Walt Disney Company.

Johannes Robier youspi Chair World Usablity Congress

Hannes Robier

CEO, youspi

Hannes Robier is the organizer of the World Usability Congress and publisher of the UX Trend Report. He is an additional founder of the usability and user experience-consulting agency youspi GmbH. He has worked in the field of User Experience, Customer Experience, Usability and Service Design for more than 20 years, consulting organizations of all sizes and various industries. Hannes earned the Customer Experience Management Certification in the USA in 2007 and was a successful participant in the BETA of the Certified Professional for Usability and User Experience (CPUX) – F (2013). Together with the University of Vienna, he created the global UX quality certification center and the first UX foundation certification by UXQCC. No enough Hannes developed and leads the firs Design Management course in Europe.

He is also a lecturer for usability and user experience at the University of Applied Sciences in Graz FH JOANNEUM, Vienna FH TECHNIKUM and has given speeches at various national and international conferences. Moreover, he is author of „UX Redefined – Winning and Keeping Customers with Enhanced Usability and User Experience“, a book covering the essentials of usability and user experience published by Springer, as well as two books on personality development.

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