Join us for an exclusive masterclass with Zack Hamilton, exploring how organisations can move beyond measuring customer experience and start improving organisational performance through experience.

For years, customer experience has been measured through dashboards, scores and sentiment tracking. But as organisations face growing pressure to demonstrate commercial impact, many leaders are now asking a bigger question:

How do we move beyond measuring experience… to improving organisational performance through experience?

Drawing on real-world leadership experience and cross-functional transformation work, Zack will explore why organisations still struggle to turn customer insight into meaningful execution, despite increasing investment in data, technology and listening programmes.

This session will challenge traditional approaches to CX measurement and examine how organisations can create systems that enable faster decision-making, clearer accountability and stronger organisational alignment.

You will:

• Be introduced to the Experience Performance System – a framework designed to connect customer experience more directly to operational effectiveness, employee enablement and measurable business outcomes

• Understand why experience metrics alone rarely drive sustainable organisational change, and why many organisations struggle to bridge the gap between customer insight and action

• Learn what high-performing organisations do differently when embedding CX into decision-making, and how operational complexity impacts both customer and employee experience

Available exclusively to Women in CX Inner Circle members.

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