Michael Hinshaw

Member Since: 8th Jun 2004
Columnist
Michael Hinshaw is President / CEO of McorpCX, a customer experience research, brand and strategy consultancy based in the San Francisco area. An innovative executive, consultant and educator, he has over 20 years’ experience in marketing, brand and management consulting. His perspectives on creativity and business performance measurement have been honed through the lenses of brand, touchpoint and customer experience mapping. For more information, view his blog on Customer Experience, or follow Michael 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