Michael Hinshaw
Michael Hinshaw
Michael Hinshaw is president and founder of McorpCX, a customer experience company that helps companies radically improve business performance by transforming how they interact with their customers. Recognized on over a dozen "Top Global CX Influencers" lists and a mentor and teaching fellow at UC Berkeley's Haas School of Business, Hinshaw is also co-author of the best-selling books "Smart Customers, Stupid Companies" and "ExperienceRules!: The Experience Operating System (XOS) and 8 Keys to Enable It."
The Four Organizational Personas Shaping Experience Success
XOS Pulse—an assessment tool grounded in the principles of the Experience Operating System (XOSTM)—reveals that not all companies do or should start from the...
Project Happy Path: Designing Better Journeys for People and Performance
Designing for Success, Not Just Problem Solving In a world where things seem to get more complex at every turn (think hunting for that note...
Stop Listening… Start Acting on Voice of Customer Insights
Most companies collect customer feedback, but not all of them do something with it… Which is frequently where things break down. A strong VoC...
The Customer Experience and Digital Transformation Power Play
No matter your industry or go-to-market model, your customers embrace an increasingly digital-first mindset. No news, right? But combine this with ever-greater expectations of...
CX Meaning: What Is Customer Experience & Why It Matters
What is Customer Experience? Understanding CX and Why It Matters Whenever I think about customer experience, I look for brands that consistently get it right....
Enhancing Customer Experience: The Power of Simplifying Processes, and 7 Ways to Tell You’ve Got it Right
When it comes to consistently delivering exceptional customer experience, simplifying business processes is key. Doing so makes it easier for customers to interact with...
Learn, Improve, and Drive Value: The Role of CX Measurement in Business Growth
No matter how big your organization is or where you stand on the corporate ladder, successful leaders, managers, and entrepreneurs understand this basic truth:...
Delight and Engage Your Customers With Experience Design and Innovation
Why intentionally designing customer experiences is key to differentiating yourself from competitors and thriving in a customer-driven world. As customers’ expectations of experience continue to…
The Role Of Brand In Customer Experience
Fundamentally, your brand is made up of the network of associations among your customers, employees, management, and other stakeholders, as well as the feelings...
Better Employee Experience = Happier CFOs
How improving employee experience boosts customer experience and business performance. Plus, it makes it more fun to work at your company. I’ve long been a...
The Crucial Role of CX Education in Driving Customer (and Employee) Centricity: A Personal Perspective
On behalf of all of us at McorpCX, I’m happy to share the findings from our latest collaborative research with the Customer Experience Professionals Association...
Introducing The Experience Operating System (XOS): A Future-Proof Framework for Experience-Led Growth
Companies are taking customer experience more seriously than ever. Markets, technologies, and customers are evolving more quickly than ever. The ways we manage the...
The Bright & Shiny B2B Customer Experience Map
When I sat down to write this, I was reminded of an experience I had. I was on my second call of the week...
The Power of Customer Experience in Product-Led Growth
Product-Led Growth (PLG) is a business strategy where the product itself has the primary role in acquiring, onboarding, engaging, and retaining customers. But in today’s...
Key Business Metrics and why Customer Experience Matters
It’s increasingly clear that Customer Experience (CX) plays a pivotal role in shaping and driving a company's performance. In the era of "customer...
Riding the CX Wave: A Look Back at 2023 and a Leap Forward into 2024
Reflecting on 2023, it’s clear that the Customer Experience (CX) Landscape continues to undergo a profound Transformation. In my experience working with leading...
Mastering the Future of CX Management Technology: A Guide to Success
In the ever-changing landscape of Customer Experience (CX), professionals are in a perpetual quest for innovative solutions that keep customers engaged, satisfied, and loyal....
Navigating 2024: The Crucial Role of Voice of the Customer
As holiday season approaches and the next year gets ever closer, it feels a lot like how we all felt approaching each of the last…
The Importance of Human-Centric Design in Digital Transformation
Companies are investing heavily in digital transformation, with a Research and Markets report projecting the global market to be just over $1 trillion USD...
Managing Customer Experience Means Managing for Change
Why resiliency, responsiveness and agility are more important than ever for leaders and the companies they work for We’re midway through yet another topsy-turvy year....