Michael Hinshaw

Member Since: 8th Jun 2004
Columnist
Michael Hinshaw is Founder and President of McorpCX, a customer experience consultancy and services firm based in the San Francisco area, working with enterprises across the globe. An innovative executive, speaker, educator, and best-selling author, he has been recognized by leading analysts as a digital transformation and customer experience pioneer and has been named to over a dozen “Global CX Thought Leaders” lists. For more information, connect with Michael on LinkedIn, or follow him on Twitter.
Founder and President McorpCX
23rd Jul 2020
How to design and deliver a metrics system to prove CX programme ROI
In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a critical...
Voice of the Customer
21st May 2019
The eight best practice capabilities of outstanding customer experience leaders
As MyCustomer launches the CX Leader of the Year award , Michael Hinshaw asks: how do the best customer experience leaders lead? As ever-...
Engagement
23rd Apr 2019
Don't jump to solutions - understand your customers' jobs and make them easier to do
Fall in love with your customers' pain points - not with your solutions! It’s human nature to fall in love with your solutions... it’s also...
Engagement
29th Mar 2019
Three critical things successful CX leaders get right
What can we learn from today's customer experience leaders, and how can we apply it to our own businesses? When we look at customer...
Engagement
17th Oct 2016
How mature is your customer journey mapping programme?
Many of us are familiar with Gartner’s hypecycle , representing the maturity, adoption and social application of specific technologies. At...
Engagement
12th Aug 2010
Will your customer experience be competitive by 2015?
Organisations are losing control over their customer experiences, altering the landscape of customer experience forever — yet those that...
Engagement