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Discover how customer-focused process improvements can simplify operations, reduce inefficiencies, and elevate both customer and employee experiences. 

Have you ever thought, “Why is this so complicated?” Whether  a clunky return policy or disconnected customer service experience, complex processes often stem from inside-out thinking —where what’s easiest for the company overshadows what’s best for the customer and employees. 

As part of the Experience Rules book and the XOS webinar series, in this session we’ll show you how to shift to a customer-centric mindset by designing processes that enable faster, smoother, and more enjoyable experiences for your customers and your people.

What You'll Learn

  • How to identify and remove process inefficiencies impacting customer and employee experiences. 
  • The critical role of human-centered design in simplifying operations. 
  • Proven strategies to implement flexible, scalable, and measurable process improvements. 
  • Real-world examples of businesses that transformed experiences by focusing on process improvements. 

Ready to simplify your processes and deliver better experiences? 

In this webinar Learn how to create streamlined systems that delight customers and empower employees.



Meet the Speakers

Michael Hinshaw

Michael Hinshaw,

Founder & President, McorpCX,

as 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-mager

Diane Magers,

CXO, Experience Catalysts,

McorpCX Advisory Director and the former CEO of the Customer Experience Professionals Association (CXPA), Diane brings over twenty-five years of experience in building and growing experience-led differentiation with brands like VMWare and State Farm.