CX Community Webinar 26th February 2026 - State of Experience Management

Описание: Featuring Diane Magers and Michael Hinshaw

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.