The EPS Book Club with Author Zack Hamilton

Turn Experience into a Business Performance System

Unlock the Playbook that CX Pros Across the Globe are Talking About

Customer Experience is broken. Too many programs are stuck chasing vanity metrics, drowning in dashboards, and getting sidelined in the boardroom.

The Experience Performance System (EPS) is rewriting the rules. And now, you can go beyond just reading the book.

Join author Zack Hamilton and a global community of CX leaders for an exclusive 6-week book club where you’ll:

  • Read 3 chapters each week with guided insights from the author.

  • Break down EPS frameworks like the Friction Model, CX Case Maker™, and Prioritization Grid and see how they actually work inside real organizations.

  • Workshop your own business case alongside peers, with Zack coaching you through how to influence, align, and win resources.

  • Hear what’s working (and failing) as other leaders implement EPS in the field.

This isn’t a passive book club. It’s an action-first community designed to help you turn customer signals into business outcomes… faster.

About the Author.

Zack Hamilton is the creator of the Experience Performance System (EPS) and author of the #1 new release The Experience Performance System: How Modern CX Leaders Sell Real Change.

A former Chief Experience & Growth Officer, Zack has spent 20+ years transforming CX from a cost center into a growth engine for some of the world’s most recognized brands across retail, SaaS, and financial services.

His work has:

  • Scaled eCommerce revenue by 400% in less than 3 years

  • Launched an $80M smartphone division from zero in its first year

  • Built loyalty programs that reduced churn by 20% and increased annual spend by 18%

  • Advised global giants like Walmart, Nike, Macy’s, Louis Vuitton, and Chanel on reshaping their customer and employee experience systems

With EPS, Zack is equipping a new generation of CX leaders with the frameworks, language, and playbooks they need to earn credibility, build champions, and drive measurable business outcomes.

Why Join?

  • Learn directly from the author – Exclusive behind-the-scenes insights on why the frameworks exist and how to apply them.

  • Move from theory to practice – Every session includes actionable templates (1-page business cases, friction heatmaps, prioritization models).

  • Peer-driven breakthroughs – Learn how other CX leaders are removing friction, earning champions, and proving impact.

  • Accelerate your influence – Walk away with a playbook that helps you sell change, secure buy-in, and embed EPS in your org.

What You’ll Get.

✅ Six live 75-min sessions with Zack Hamilton
✅ Access to exclusive EPS templates & Madlib frameworks
✅ Community discussion hub with global CX leaders
✅ Homework prompts to apply in your org immediately
✅ End-of-program showcase: your 1-page EPS business case

The Book Club Schedule.

Week 1: Why CX is Broken + The EPS Blueprint

Week 2: The CX Case Maker™ & Pain Chain Framework

Week 3: Prioritization, Close Plans & Champion Building

Week 4: Pods, Scaling, and Modern CX Governance

Week 5: Optimization, Feedback Loops & Agentic CX

Week 6: Capstone — Present Your Case, Win Your Seat

Who It’s For.

This is for modern CX leaders (practitioners, directors, and executives) who are ready to:

  • Stop being the “survey person”

  • Start being the internal influencer who drives measurable change

  • Tie CX directly to revenue, cost, and risk outcomes

  • Build champions, not reports

Reserve Your Spot.

Seats are limited. This is not a passive webinar series - it’s a working group of high-performing CX leaders ready to implement the Experience Performance System.