Disney is always a starting point of the discussions about customer experience and customer engagement.
To know more about the secrets & best practices how Disney manage customer experience, it worth the time to visit the Disney Institute website. Here you can find lot´s of useful case-studies and guidelines on CX topic (in some cases after registration).
Disney Institute is the professional development arm of The Walt Disney Company. Built on the global success of Disney, our solutions engage organizations in time-tested best practices, sound methodologies, and real life business lessons that facilitate corporate culture change.
Source (Text & Picture): Disney Institute