Meet the Authors
Two of the most influential, deep-thinking customer experience experts have come together to author one of the most important CX books of our time.
Michael Hinshaw
President and Founder, McorpCX,
is a best-selling author on digital transformation and customer experience, and has on over a dozen “Global CX Thought Leaders” lists. He's also a Teaching Fellow at UC Berkeley’s Lester Center for Entrepreneurship and Innovation at The Haas School of Business.
Diane Magers
Founder and CXO, Experience Catalyst,
is a McorpCX Advisory Director and the former CEO of the Customer Experience Professionals Association (CXPA). She brings over twenty-five years of experience in building and growing experience-led differentiation with brands like VMWare and State Farm. She is a Professor of Practices for the MS-CXM degree program at Michigan State University
Speaking and Workshops:
Explore How We Can Inspire and Empower You Today
From grand keynotes to intimate executive planning sessions, Hinshaw and Magers collaborate closely with clients to deliver unique, tailored presentations that surpass expectations. Infused with their unique blend of ideology, practical wisdom, and humor, their presentations are both captivating and enlightening, ensuring active engagement from your audience.
Advancing the Evolution of Experience Management
Advancing the Evolution of Experience Management: Empowering an Experience Operating System
In today's hyper-competitive landscape, businesses need a holistic, operational approach to managing experiences that drive business outcomes. We will share actionable insights, examples, and practical strategies for implementing an Experience Operating System tailored to your organization's unique needs.
Experience Operating System: Advancing the maturity of your XM practice
The next phase of experience management requires more systematic rigor and integration into the existing (and changing) fabric of the organization. We will discuss those challenges and introduce the Experience Operating System (XOS), a critical concept for how we lead and build this discipline into the day-to-day within our organization.
Defining the Targets for XM Value – Building and Executing Actions for an ROI-driven World
Define how to generate the linkage of Experience Management to your brand’s strategic and purpose-driven goals while addressing the pressures faced by today’s ever-changing environment. We’ll define ways to generate, define, and prioritize investments for customer and employee experience improvements.
The Powerplay of Customer and Employee Experiences: Optimizing Financial Outcomes with the Experience Operating System
Discover how implementing an Experience Operating System (XOS) can revolutionize your organization's approach to customer and employee interactions. Explore key components of the XOS and how it can help you create a structure for unified, impactful organizational shifts to create experiences that resonate with your audiences.
Value Creation with an Experience Operating System: Generating measurable financial impact
Defining success with experience management extends beyond the realms of customer feedback and metrics. By introducing a comprehensive framework that capitalizes on the potential of strategic design we foster value creation and illustrate the process of connecting experiences to quantifiable financial outcomes, presenting a structured approach and essential activities for constructing financial impact and value.
Crafting Your Brand's Experience Operating System: Transforming Experience for Impact
Learn to develop and implement an Experience Operating System (XOS) tailored to your brand's unique identity and objectives. We will equip you with the knowledge, tools, frameworks, and actionable insights needed to architect seamless and impactful experiences across every touchpoint.
Cultural Transformation: Unleashing Potential Through an Experience Operating System
Delve into the transformative power of culture change driven by an Experience Operating System (XOS). Learn how to foster a culture of innovation, collaboration, and excellence is paramount to organizational success. We'll explore how implementing an XOS can catalyze cultural evolution, empowering organizations to unlock their full potential and thrive in a competitive market.
Elevating Excellence: Process Improvement Integrated with an Experience Operating System
Explore the synergy between process improvement methodologies and the implementation of an Experience Operating System (XOS) for driving organizational excellence. In today's hyper-competitive landscape, businesses must continuously refine their processes while prioritizing exceptional experiences for both customers and employees.
What is the Experience Operating System (XOS)?
The Experience Operating System (XOS) is a conceptual framework or approach used by businesses to manage and optimize every facet of the human experience. It encompasses strategies, processes, technologies, and cultural elements that organizations deploy to deliver consistent, seamless, and exceptional experiences across all touch points and channels.
The XOS aligns various organizational departments, such as marketing, sales, technology, customer service, and product development, toward a unified goal of enhancing customer satisfaction, loyalty, and advocacy. The concept of an Experience Operating System underscores the importance of treating customer experience as a strategic imperative rather than a mere transactional interaction.
Highlights from our of
Experience Rules!
Hosted by Customer Service and Experience expert, author, and speaker Shep Hyken, this virtual launch party offers you a front-row seat to discussions that are shaping the future of Customer Experience activation.
“Step-by-step instructions from Hinshaw and Magers, two of the most widely experienced CX professionals. Talk about reliable sources!”
Don Peppers, author of Customer Experience: What, How and Why Now