Zack Hamilton

About Zack Hamilton

I\'m Zack Hamilton, creator of The Experience Performance System™, a modern operating model that connects customer friction to financial outcomes, aligns cross-functional teams, and embeds experience into how the business actually performs.Today, EPS is evolving into an Agentic CX system. Not dashboards. Not reports. Not manual governance. But a performance engine where signals drive decisions, decisions trigger action, and accountability is built into the system, not bolted on afterward.I\'ve operated on every side of the enterprise: former CX executive, SaaS growth leader, operator and transformation lead, strategic advisor to global brands, buyer of CX and VoC technology, and direct partner to CEOs, COOs, and Chief Customer Officers.Across all of those roles, one pattern became clear: CX doesn\'t need more insight. It needs a system — increasingly agent-assisted and AI-enabled that drives execution at the speed of the business.I\'ve helped organizations like Aaron\'s, Medallia\'s global retail portfolio, and a roster of growth-stage brands use EPS to shift CX from a reporting function into a revenue-linked performance engine. The pattern is consistent: friction gets named, ownership gets assigned, and financial impact gets measured often within the first 90 days of engagement.My work includes- Enterprise experience operating model design- Strategic prioritization and value realization- Executive alignment and cross-functional governance- CLV-centered performance transformationI also host Unf*cking Your CX, a global podcast and newsletter focused on moving CX from measurement to modern business performance.If your organization is ready to move beyond dashboards and build a CX system designed for decision velocity, accountability, and autonomous execution, let\'s talk.

Experience

1. Official Member

   Forbes Business Council

   Jan 2022 — Present

Education

• University of Hawaii at Manoa

  Bachelor of Business Administration - BBA

• thePower

  Executive MBA, Business Administration and Management, General

Skills

• Loss Prevention
• P
• Merchandise Planning
• Marketing Strategy
• Training
• New Store Openings
• New Business Development
• Building High Performance Sales Teams
• Sales Management
• Hiring
• Store Management
• Retail Sales
• Multi-Unit Retail Management
• Product Knowledge
• Multi-Unit Management
• Sales Leadership Training
• Sales Motivation
• Time Management
• Driving Sales Performance
• Leadership
• Profit
• Visual Merchandising
• Big Box
• Retail
• B2b
• Marketing
• Pricing
• Pos
• Driving Results
• Associate Development
• Sales
• People Development
• Team Building
• Inventory Management
• Sales Presentations
• New Store Development
• Merchandising
• Inventory Control
• Coaching
• Performance Management