Experience Rules!
The Experience Operating System (XOS) and 8 Keys to Enable
by Michael Hinshaw, Diane Magers
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Pub Date 22 Feb 2024 | Archive Date 2 Apr 2024
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Description
Experience 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.
Advance Praise
“In Experience 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 Experience: 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 GHJ
Available Editions
| ISBN | 9798889265573 |
| PRICE | US$2.99 (USD) |
| PAGES | 260 |
Available on NetGalley
Featured Reviews
Educator 253159
As someone who’s relatively new to the customer experience world, I needed some straight forward info to help immerse me. This book was awesome, super easy to follow, great advice and information for me as a newbie and definitely for larger org’s to reference. The XOS system and its keys are so easy to follow and implement. Great book!
