mhinshaw

Member Since: 8th Jun 2004

Columnist

Bio

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.

Michael Hinshaw

Founder and President McorpCX

22nd Feb 2023

Human-centric design: Digital transformation should start with people

Companies are investing heavily in digital transformation, with a Research and Markets report projecting the global market to be just over...

Management

18th Aug 2022

Managing customer experience means managing for change

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...

Engagement

9th Aug 2022

Listening to customers is still your best long-term CX strategy

Customers are your best source of business and market insights. By listening to them, you can learn what they want and need from your...

Voice of the Customer

19th Jul 2022

Re-skill, up-skill and transform your workforce - or fall foul of a CX skills gap

Whether it’s new technology, geopolitical unrest, a competitive threat or, oh, let’s say… a pandemic… change and disruption is an unwelcome...

Engagement

11th May 2022

Hyper-personalisation: The future of customer experience?

According to Salesforce’s 2020 State of the Connected Customer report, nearly 70% of business customers and over half of consumers want...

Engagement

8th Apr 2022

The four most common customer journey mapping activation gaps

Customer journey mapping is one of the core tools in the customer experience professional’s tool kit - and with good reason; they help...

Engagement

3rd Mar 2022

The six most popular ways to drive proactive customer engagement

Done right, proactive customer engagement makes it easy for customers to engage with your brand, and it improves customer experience in the...

Engagement

5th Feb 2021

Five CX actions to help you adapt today - and five to prepare you for tomorrow

Customer experience is all about understanding and responding to customer and employee expectations in ways that drive business results...

Loyalty

5th Jan 2021

What customer experience professionals can learn from entrepreneurs

Entrepreneurs and startups intuitively understand the need to connect their products and services to the needs of the market - because if...

Loyalty

17th Dec 2020

The upside of customer experience improvement in economic downturn

There's not a lot of upbeat coverage in the media today. Business closures, social distancing woes, stock market gyrations — it feels like...

Loyalty

Human-centric design: Digital transformation should start with people

Managing customer experience means managing for change

Listening to customers is still your best long-term CX strategy

Re-skill, up-skill and transform your workforce - or fall foul of a CX skills gap

Hyper-personalisation: The future of customer experience?

The four most common customer journey mapping activation gaps

The six most popular ways to drive proactive customer engagement

Five CX actions to help you adapt today - and five to prepare you for tomorrow

What customer experience professionals can learn from entrepreneurs

The upside of customer experience improvement in economic downturn

Can collaboration combat swivel chair syndrome?

Reasons to enter CX Leader of the Year

Overcoming challenges in your ‘Dear CEO’ letter

Latest resources