Michael Hinshaw

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. Or two. Or…actually…at this point it doesn’t matter how long it’s been. Because while looking behind us can be informative,...

Listening to Customers is Your Best Long-Term CX Strategy

Customer feedback is essential for making informed decisions Customers are your best source of business and market insights. By listening to them, you can learn what they want and need from your products, services and employees. This knowledge is essential for creating great customer experiences....

Re-skill, Up-Skill and Transform Your Workforce

Align and educate your people around a digital-first, customer-centric approach Whether it’s new technology, geopolitical unrest, a competitive threat or, oh, let’s say… a pandemic... change and disruption is an unwelcome but inevitable part of business. These days, external forces seem to be upending just...

Hyper-Personalization: The Future of Customer Experience?

Radically boost brand relevance while improving experience for your customers According to Salesforce’s 2020 State of the Connected Customer report, nearly 70 percent of business customers and over half of consumers want companies to better understand their needs. No surprise, is it? After all,...

The 4 Most Common Journey Mapping Activation Gaps

If your journey mapping efforts are falling short, odds are that one of these 4 gaps are to blame. Journey mapping is one of the core tools in the customer experience professional’s tool kit—and with good reason; they help organizations understand what the customer experience...

What Businesses Can Do Today To Adapt In A Changing Customer Environment

Customer experience is all about understanding and responding to customer and employee expectations in ways that drive business results. But in today’s — and likely tomorrow’s — world, your customers’ and employees’ needs and expectations are likely evolving in new, rapid and sometimes surprising...

Entrepreneurship 101 for Customer-Centric Leaders and Those Who Want to Be

Entrepreneurs and startups intuitively understand the need to connect their products and services to the needs of the market—because if you haven't identified a specific need and aligned your offerings to meet it, you have little chance of success. Entrepreneurship and the pursuit of product-market...

The Upside Of Customer Experience Improvement In A Down Economy

There's not a lot of upbeat coverage in the media today. Business closures, social distancing woes, stock market gyrations — it feels like so much is out of our control. And while that may be true, recognize that your customers feel the same way....

5 Customer Experience Trends That Won’t Change (And Will Likely Accelerate…)

In a post-COVID world, the future is full of obvious challenges and less obvious opportunities. In this fast-changing environment, most business executives recognize the need to better connect with, serve and support their customers while streamlining operations and managing risk. And in uncertain times, a...

Why Invest In Employee Experience? Six (Proven) Reasons

Employee and workforce experience (EX for short) matters just as much as customer experience (CX). Unsurprisingly, the two are inextricably linked: Good EX consistently leads to good CX and vice versa. The fact is, employee experience is too important to overlook. That's as clear to...

Show, Know, and Grow: 3 Things to Do Now in the COVID-19 Era

Things got really strange really fast, didn’t they? I’m sure that like me, most of you are still processing what all this means – and how COVID-19 may affect you, your families, your day-to-day life, and your job. Small consolation: none of us is alone...

14 Ways To Enable Digital Customer Experience Transformation

Customer experience leaders are documented to have greater top- and bottom-line growth than those who haven’t made customer experience transformation a priority. For those who have made CX a priority, the customer and business imperative of enabling and consistently delivering "digital-first but not digital-only" multichannel...

The 6 Customer Experience Rules Banking Leaders Follow… That Any Business Can Learn From

No matter who you are or what your financial needs are—consumers and businesses alike—you need an institution to help you manage your money. From national, regional, and community banks to Credit Unions and “non-banks,” there’s no shortage of choices. But even as banking services become...

Proper CX Governance: Eating Your Customer Experience Vegetables

Humans like rules — when they apply to someone else. But sometimes they’re necessary for us all; without them, even the best of intentions can fall apart. When it comes to implementing customer experience (CX) capabilities in an organization, human nature and our ability to...

The CX Innovator’s Honor Roll: The Companies That Inspire CX Pros

Everybody needs a role model, right? Individuals succeed primarily because they pick someone they admire, follow their example, and eventually become role models themselves. But here’s the thing: businesses need role models, too. Industries evolve constantly, and this is definitely true of customer experience (CX)....

How to Define Your CX Strategy and Link it to Execution

What exactly is a customer experience strategy? Spend any time online trying to answer this question and you’ll see how easy it can be to become overwhelmed with well-meaning but (in some cases) radically misinformed customer experience strategy definitions. The issue isn’t that the answers...

Customer Experience Analytics and Tracking: CX Metrics 101

In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a critical differentiator for 9 out of 10 executives. But while many organizations are taking important steps to deliver on the promise of CX, they’re also challenged with measuring customer experience and...

Customer Experience Management (CXM): The Best-Practice Capabilities of CX Leaders

As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood term. After all, like ‘customer experience,’ it’s used a lot. However — also like customer experience — it describes many...

Proper CX Governance: Eating Your Customer Experience Vegetables

Humans like rules — when they apply to someone else. But sometimes they’re necessary for us all; without them, even the best of intentions can fall apart. When it comes to implementing customer experience (CX) capabilities in an organization, human nature and our ability to...

How to Define Your Customer Experience Strategy and Link it to Execution

What exactly is a customer experience strategy? Spend any time online trying to answer this question and you’ll see how easy it can be to become overwhelmed with well-meaning but (in some cases) radically misinformed customer experience strategy definitions. The issue isn’t that the answers...

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