CXPA Rochester Network March Event: The Experience Operating System w/ Diane Magers
Date: Thursday, April 25th (12:00PM - 1:00PM EST)
Event Description:
Challenged by lack of adoption of experience approaches? Struggling with how to gain traction and demonstrate business impact? The next phase of experience management requires more systematic rigor and integration into the existing (and changing) fabric of the organization. We will discuss those challenges and introduce the Experience Operating System (XOS), a critical concept for how we lead and build this discipline into the day-to-day within our organization.
During this session, we will explore:
- Learn about the structure and rigor of the XOS.
- Examples of the tactical, practical ways you can embed experience and engage everyone in the organization.
- How new ways of working will provide a significant edge for business differentiation and growth.
About the speaker:
Diane Magers, CCXP, is the Founder and CEO of Experience Catalysts and past CEO of the CXPA. She is a best-selling author, speaker, and advisor to organizations who want experience as their differentiator. She holds a Masters in Psychology, an MBA, and previously practiced XM at Sysco Foods and AT&T Business Solutions. She has also worked with Invisalign, State Farm, VMWare, Autodesk, and many other organizations of all sizes and industries. Her passion is helping innovate organizational ways of engaging employees, building operational experience structures, generating insights to drive actions, and creating measurable financial value.
APRIL PRESENTATION: Experience Operating System (XOS): Advancing the maturity of your XM practice
AI-Generated Presentation Summary: Diane explains that businesses often operate in disconnected silos, lacking alignment and accountability for delivering cohesive experiences. The experience operating system aims to create interconnectivity by embedding customer-centric practices into the organization's culture, processes, and leadership. It involves aligning strategic planning across teams, designing internal capabilities to enable great experiences, and standardizing collaborative ways of working centered on human needs. Diane shares examples of companies implementing this system through initiatives like cross-functional journey mapping, ecosystem optimization, and service blueprinting for internal operations. She recommends starting small by identifying pain points, engaging leaders, and embedding experience practices into daily workflows as a path toward building the ideal customer-owned company. To watch the full presentation on-demand, click the link below.
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