The Experience Performance System

The Experience Performance System

CX isn’t broken. The way you manage it is. If you’re still chasing survey scores, obsessing over NPS dashboards, and sending “insight reports” no one reads, you’re playing a game executives stopped caring about years ago. That’s why your program is ignored. That’s why you’re fighting for budget. That’s why CX leaders keep getting sidelined. It’s time to stop managing experience and start performing it. In The Experience Performance System , CX strategist and thought leader Zack Hamilton delivers the ultimate playbook for turning customer signals into measurable business performance. Built from two decades of frontline experience working with hundreds of global brands, Hamilton introduces a bold, battle-tested framework designed to move CX leaders out of the “insights manager” box and into a new role: internal influencer, business driver, and revenue partner . This isn’t theory. This is the system Zack built inside the trenches - tested, refined, and proven to transform CX from a tactical program into a performance engine executives actually prioritize. Inside, you’ll learn how to: Master the 11 core models of the Experience Performance System and apply them immediately - Detect, quantify, and prioritize customer friction and frame it as financial risk executives can’t ignore - Build one-page business cases that earn resources, alignment, and executive action - Activate cross-functional champions and drive organizational momentum - Shift from reporting vanity metrics to proving business outcomes that grow revenue, retention, and CLV - Lead the move from static CX dashboards to AI-powered, performance-driven systems The Experience Performance System is more than a book. It’s a movement. It gives CX leaders the tools, language, and frameworks to finally embed experience into the way their company operates, prioritizes, and grows. If you’ve ever struggled to prove the ROI of CX, get executive buy-in, or turn insights into action — this is the playbook you’ve been waiting for. Stop managing experience. Start performing it.