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Free Live Webinar | The Final Key to Customer-Centric Success: Transforming Culture

Join us for the grand finale of the XOS Webinar Series! We’re wrapping up the journey with Key 8: Transforming to Better Serve Customers: Culture—the ultimate driver of lasting customer-centric success. 

This webinar is based on the groundbreaking concepts from the acclaimed book Experience Rules!  by Michael Hinshaw and Diane Magers. The book outlines the Experience Operating System (XOS) and its 8 Keys to unlocking experience-led success. Throughout this series, we’ve explored each of these keys, guiding you on how to build and sustain a customer-centric organization. Now, we’re concluding with the most transformative key of all—Culture. 

Discover how to transform your organization’s culture to make customer-centricity not just a goal but a way of life. Learn how to embed customer-first thinking into every aspect of your business, fostering a culture that delivers real value and builds deeper, more meaningful relationships. 

What You’ll Learn: 

  • Creating a Customer-Centric Culture: Discover how to make customer-centricity a core part of your organizational DNA. 
  • Empowering Your Teams: Learn how to inspire and equip your people to deliver outstanding experiences consistently. 
  • Driving Cultural Transformation: Understand practical strategies to shift mindsets and behaviors at every level. 
  • Learning from Real Success Stories: Get insights from organizations that have successfully transformed their cultures to put customers first. 

Don’t miss the final chapter of the XOS Webinar Series! Unlock the power of a customer-centric culture and learn how to create lasting impact. 

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.
Dillon Mahipala

Dillon Mahipala,

Employee Experience Leader, Ericsson,

is passionate about transforming the human experience by serving those in need. He brings this purpose to life as a coach, consultant, experience designer, business transformer, and philanthropist.  In addition to his role at Ericsson, Dillon serves as an advisor at Southern Methodist University (SMU) and sits on the board of a nonprofit organization dedicated to transforming the lives of homeless men.