<img alt="" src="https://secure.businessintuition247.com/264129.png" style="display:none;">

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. See why Ian Golding says “That is why this book is so important—as a resource to bring the theory to life. Experience Rules! is essential reading for any aspiring customer or people-focused leader.” 

Experience Rules! is a game-changing guide on experience management by industry pioneers Michael Hinshaw and Diane Magers. This book introduces the Experience Operating System (XOS), a critical concept for brands looking to better leverage customer and employee experiences as a significant edge for business differentiation and growth.

Having sat on both sides of the desk as experience management practitioners, executive leaders, and management consultants, the authors have seen first-hand what happens when organizations get customer and employee experience right: massive top- and top-and bottom-line growth, radical customer and employee loyalty, and more. 

They've also seen the catastrophic consequences of getting it wrong. Which is why they wrote this book—for those who want their organizations to become more customer-centric, and profit from it.

Offering a clear, practical roadmap, the book empowers experience leaders and executives to deliver transformative change within their organizations. It reveals the secret of integrating exceptional experiences into the fabric of everyday work, driving impactful results, and building resilience amid shifting market forces and evolving expectations.

“The XOS can help you get “unstuck” no matter where you are in the maturity of your efforts.”
Tabitha Dunn, Global Head of Customer Experience and Sales Technology for Hitachi, and Chair of the Customer Experience Professionals Association (CXPA)

“This book gets it right! A must read.”
John Danner, senior fellow, UC Berkeley Haas School of Business and Wall Street Journal best-selling author.

 

cover Picture1a Picture2b

 

The authors blend proven methodologies with tangible real-world examples, providing essential tools and frameworks for creating unforgettable customer and employee experiences. 

These insights enable the delivery of powerful results at scale and present a roadmap to develop and enhance experience management capabilities and competencies. This guidance illuminates the path to uncovering new opportunities, winning and retaining customers, and securing a highly defensible competitive advantage.

Whether you’re an industry veteran or a novice to experience management, Experience Rules! is your invaluable companion for unlocking your organization’s customer-centric potential and future-proofing your brand.

Meet the Authors

michael-1

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.
linkedin-svg  twittersvg  mailto

Bios  (2)

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. 
linkedin-svg  twittersvg  mailto

The structure of an Experience Operating System generates return on investments and continually strives to meet human needs and expectations.

Neal Berg, global CX strategy and service design leader at Honeywell

You can create a market-leading customer Experience Operating System (XOS) that is worthy of your company's true potential and purpose.

John Danner, senior fellow, UC Berkeley Haas School of Business and Wall Street Journal best-selling author.

The Experience Operating System (XOS) can help you plan out the next stages of your experience improvement roadmap.

Tabitha Dunn, Global Head of Customer Experience and Sales Technology for Hitachi, and Chair of the Customer Experience Professionals Association (CXPA)

The Experience Operating System takes you well past buzzwords and lays out a blueprint for making investments in customer experience management that generates a real return for the business and its customers.

Jeff Sheehan, author of Customer Experience Field Manual: The Guide for Building Your Top Performing CX Program

XOS is a fantastic framework that breaks down the different components, disciplines, and competencies required for an organization to become sustainably customer centric.

Ian Golding, Certified Customer Experience Professional, international speaker, writer, and Lean Six Sigma Master Black Belt.

The XOS can help you get “unstuck” no matter where you are in the maturity of your efforts.

Tabitha Dunn, Global Head of Customer Experience and Sales Technology for Hitachi, and Chair of the Customer Experience Professionals Association (CXPA)

The Experience Operating System (XOS) (is) a nexus of technology, data and strategy, enhancing every touchpoint across the customer journey.

Vivek Bhaskaran, founder and CEO of QuestionPro, a leading customer and employee insights and analytics company with over five million users.

A system that will help you understand, connect with, and nurture relationships with your customers - driving your business's success in a rapidly evolving landscape.

Elisabeth Zornes, entrepreneurial and innovative chief customer officer and international executive in global high-growth high-tech firms including Zendesk, Microsoft and Cisco.

Relive the Virtual Book Launch Party for "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.