The Experience Operating System (XOS) is an operating system for the future. It’s a framework powered by 8 Keys that enable any organization to “unlock” the value of being experience-led.
Together, they encompass the interconnected capabilities and skills that successful experience-led businesses and organizations use to consistently and systematically design, deliver, and respond to customer and employee interactions. They fit together in ways that allow your organization to understand better and operationalize:
Where you’re going
Ensure your organization is pointed in the same direction, so everyone can execute on the same vision.
How you manage internally
Instill focus and accountability to keep everyone aligned, understand roles and responsibilities, and do the right things in the right ways.
How you continually learn and improve
A framework for driving a cycle of continuous learning and improvement across the XOS, and your entire organization.
What enables delivery
Optimize and operationalize experiences across channels and journeys, making them “real” for your customers and employees.
How you work
Bring the XOS to life in ways that change your ways of thinking and working to better organize around and focus on your customers.
Around the world, business leaders like you – those who wish to better serve your customers and drive greater business value – have driven growth and profits by running on the principles of the Experience Operating System. It’s a framework powered by 8 Keys that, together, enable any organization to “unlock” the value of being experience-led.
This is where the XOS comes into play. Traditional operating systems—those that operate from the premise of what’s easiest or best for the organization, rather than what’s easiest or best for the customer – drove yesterday’s success. And they need to change because experience-led success requires operating in new, more customer-centric ways.
When you have an XOS in place, you can see around corners in ways most companies can’t. Everyone is pointed in the same direction and understands what they need to do to meet your goals.
Your business runs more smoothly and profitably because you have information you can use to intelligently act across your entire organization — not just in marketing, or sales, or customer service, in your stores, or on your website, but everywhere.
If you’ve struggled to drive customer-centricity across your business, help is here.
Book
Read the Book Experience Rules!
A Future-Proof Framework for Experience-Led Growth: The Experience Operating System (XOS)
Written by Michael Hinshaw and Diane Magers, this book shares practical, tangible insights to help business leaders embed the discipline of experience management in any company to predictably meet business goals.
More Resources
Co-Authors of Experience Rules!, the Book That Introduced the XOS
Michael Hinshaw,
Founder and President, McorpCX
Best-selling author on digital transformation and customer experience, and is 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 CEO, Experience Catalysts
An 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.