Diane Magers and Michael Hinshaw, authors of the new book, Experience Rules, join me on this episode of the podcast.

Michael is the founder and president of customer experience consultancy McorpCX and recognized on over a dozen "Top Global CX Influencers" lists. He's also co-author of the best-selling books Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How to Be One of Them, and Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It, with Diane Magers.

Diane is a seasoned executive and change catalyst in Experience Management. Founder and CEO of Experience Catalysts. Chair Emeritus and former CEO of the Customer Experience Professionals Association. With a master’s in clinical psychology and an MBA, coupled with certifications in various aspects of experience management, Diane’s goal is to drive meaningful change and foster lasting relationships in our community, for brands and their customers, employees, and partners for aligned purpose and outcomes.

Marshall Goldsmith is the only two-time winner of the Thinkers 50 Award for #1 Leadership Thinker in the World. He has been ranked as the #1 Executive Coach in the World and a Top Ten Business Thinker for the past eight years. Dr. Goldsmith is the author or editor of 36 books, including three New York Times bestsellers, that have sold over 2.5 million copies and been listed bestseller in 12 countries. His books, What Got You Here Won’t Get You There and Triggers have been recognized by Amazon.com as two of the Top 100 Leadership & Success Books Ever Written.

Neal is a teacher, coach, author, and speaker who is a determined believer in putting people first as the key to better business. His vision is a world where workplaces and customer spaces are focused on people helping people succeed. His background includes decades of experience in a variety of industries. He has written over 500 blog posts and two amazing books. His latest, recently released book, Giving a $#!+: How A Willingness to Be Inconvenienced Can Transform Your Business, Work, and Life, offers readers a plan for making businesses more human.