Experience Rules!: The Experience Operating System (XOS) and 8 Keys to Enable It

by Michael Hinshaw, Diane Magers

“In Experinece Rules!, the Experience Operating System (XOS) can help you plan out the next stages of your experience improvement roadmap or identify how to get ‘unstuck’!Tabita Dunn, Head of global customer experience for Hitachi, Chairman of the board for the CXPA“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 What, How and Why Now“Hinshaw and Magers bring us the connections our profession has been searching for–the structure of an Experience Operating System that generates return on investments and continually strives to meet human needs and expectations.”Neal Berg, global CX strategy and service design leader at Honeywell“Follow the authors’ advice and you can create a market-leading customer Experience Operating System (XOS) that is worthy of your company’s true potential. A must read!”John Danner, Senior Fellow, UC Berkeley Haas School of Business and Wall Street Journal Best-Selling Author“A transformative read, for those wanting best-in-class status with clients and employees.”Mari-Anne Keller CDP, Partner and Chief Strategy Officer at GHJExperience Rules! is a game-changing guide on experience management by industry pioneers Michael Hinshaw and Diane Magers. You’ll discover the transformative power of the Experience Operating System (XOS), an innovative framework for brands looking to better leverage customer and employee experiences as a significant competitive edge.Offering a clear, practical roadmap, the book empowers experience leaders and executives to deliver transformative change within their organizations. Hinshaw and Magers combine their expertise strategies and tools for creating consistently exceptional customer and employee experience.Whether you’re an industry veteran or a novice to experience management, Experience Rules! is a catalyst for unlocking the potential of customer-centricity, and an invaluable companion for future-proofing your brand.

300 pages, Paperback

Published February 28, 2024

Reviews

[Sarah Andrews · Rating 5 out of 5]

Diane and Michael provide a comprehensive, thoughtful, and actionable framework for any CX leader. They outline the 8 key components of any successful and sustaining CX program. The book contains countless real world examples, data/research (with citations), and quotes from international CX leaders. Each chapter ends with key questions and neat steps/actions to guide you on your journey.
Whether you’re a new CX leader or a veteran executive this book provides you with a fresh list of strategies to help you drive CX in your organization - emotionally connecting with your customers and driving brand loyalty.
Bravo, Diane and Michael!