State of Experience Management Webinar
Join us for an International webinar led by World Renowned Customer Experience leader Diane Magers.
Evolve and Operationalize Experience Management: Insights, Trends, and Actions to Take.
Experience Management has matured—but many organizations are stuck.
They have more data, more dashboards, and more listening posts than ever before, yet leaders still struggle to translate experience insights into action, accountability, and business impact. At the same time, trust is more fragile, customers signal frustration silently, employees are overwhelmed by disconnected systems, and executives increasingly expect experience to drive measurable value.
In this webinar, we’ll examine the 2026 State of Experience Management and explore what it truly means to evolve and operationalize experience—not as a program, function, or set of metrics, but as a management discipline.
We’ll Cover:
- Why Experience Management must evolve now—and what’s at risk if it doesn’t
- A candid look at the current state: progress, plateaus, and persistent gaps
- Five key trends reshaping experience, including trust and transparency, silent signals, unified experiences, experience as a business driver, and leadership & organizational change
- Practical frameworks for operationalizing experience, including journey management, systems thinking, and an Experience Operating System
- Clear, actionable steps leaders can take in the next 90 days to move from insight to impact
This session is designed for leaders who want more than inspiration. It’s for those ready to manage experience with the same rigor as strategy, operations, and financial performance.
Speakers
Diane Magers
CEO, Experience Catalysts
An accomplished senior customer experience, sales and marketing executive with diverse and exceptional leadership skills. Drives contribution to bottom line results through strategic planning and designing services to deliver consistent brand and value messaging.
Innovative leader and expertise in customer engagement strategy, design, development, and execution. Extensive experience in design and implementation of sales, marketing and services solutions and applications including SAP.
Known as an innovative and creative strategist, Diane has over 25 years of proven ability to identify opportunities in customer interactions. Her strengths include designing and launching services and solutions based on enterprise, customer and associate needs through various market channels.
Michael Hinshaw
Founder, McorpCX
President of customer experience strategy and consulting firm McorpCX, Michael Hinshaw is recognized by industry and analysts as a digital and customer experience leader. A CX speaker and best-selling author, he advises executive leadership at Fortune 500 and fast-growth firms.
Mark Hamill
CEO, ARCET Global
Mark is serial Entrepreneur based in the UAE, CEO of ARCET Global, a business community and events organisation which runs one of the largest CX and AI Awards in the World. In addition to running their own brand programs, ARCET Global also supports many different types of organisations with their events strategies and building their own Awards programs.
