Michael Hinshaw

Avoiding the Omnichannel Gap

“Omnichannel” is quickly catching up to “customer experience” (CX) when it comes to being widely accepted as a strategic Holy Grail in the era...

Patient Experience Innovation: 5 Disruptive Examples

According to PwC, more than half of consumers want to shop for healthcare…but their preferred method of doing so doesn’t exist yet. In an...

Should Your CIO Drive CX?

What every CIO must know to bridge the customer experience technology gap… A couple of weeks ago, we published a white paper titled “What Every...

The Real Value in Voice-of-the-Customer? The Customer Experience.

Customer experience: powered by Voice-of-the-Customer Most executives recognize that customer experience is important to their business. In fact, Gartner Group says that 89 percent of...

Better CX: Understanding (and Breaking Down) Cross-Org Silos.

Why marketing (and Sales, Operations and Support…) can have a hard time seeing the “big picture.” Managing the customer experience is often thought of as...

Customer Experience Improvement: 7 Best Practices

With much of the online conversation taking place around customer experience innovation, it almost feels like everyone is focused on customer experience as way...

Defining Customer Experience

Given the prevalence of “customer experience” as a desired competitive differentiator, business discipline and value driver, you’d think it would be easy to define...

Insurance Customer Experience Innovation: 5 Disruptive Examples

Today, virtually every industry is ripe for disruption. The $3.7 trillion insurance industry is no exception. In many ways a perceptually commoditized business, those...

The three things you can do to deliver a better customer experience.

Every journey begins with a single step. When it comes to improving customer experience, the first step in your journey can be a simple...

Customer Experience Requires Commitment, Not Compliance

Are your people truly committed to customer experience? Or just following orders? As organizations prioritize customer experience, they recognize the need to drive a shift...

5 Customer Data Lessons You Can’t Ignore

Anyone who serves customers recognizes that a key to getting closer to them is to improve the customer experience you offer them. And that...

The Future of Customer Experience: 10 Predictions for 2016 and Beyond

It’s always interesting to hear predictions and trends for the coming year. For 2016, I’ve elected to share my views on the (fast approaching)...

Millennial CX Gone Wild: The Marriot Room Design Edition

Millennials don’t work at desks? Really? Here’s the premise. It appears that Marriot is in the process of redesigning their hotel rooms for a millennial...

The False Tradeoff Between Customer Experience and Customer Privacy

How would you answer if every company you dealt with asked you this question: “Which is more important to you? Customer experience, or your...

How 44 Years in Prison Can Influence Customer Experience Design

I recently watched a pretty remarkable video (which you can watch here on Al Jazeera) about Otis Johnson, a 69-year-old man released from prison...

9 Lessons for Customer Experience Champions

It’s a given that customer expectations have never been greater. Increasing recognition of this reality is a major driver of the increasing importance of...

Bringing Customer Insights Into Persona and Journey Maps

As you’re likely aware, the discipline of customer experience requires that organizations look at what it’s like to do business with themselves from “the...

Customer Experience Hacks: Thanks for the call, Kyle…

This is a short tale of two recent service experiences with wildly differing results. So you know, my goal isn’t to bash Comcast –...

Customer Experience Persona Power + 5 Success Factors

Meet Sasha “New MBA” Cruz. She’s 26 years old, a recent graduate from a top MBA program and about to move across the country for...

Don’t Forget the Customer in Customer Journey Maps

Do you ‘listen’ to what your customers want or need? Sorry. But it’s gotta be said. Customer journey mapping requires that you actually bring the...

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