All Episodes

November 9, 2022 37 mins

“Customer experience isn't something that organizations control because that is ultimately how customers perceive their interactions with the company.”

On this episode of Be Customer Led with Bill Staikos, Michael Hinshaw, President of McorpCX, joins us in conversation. Michael and his group assist businesses in improving their interactions with customers by applying digital and customer-centric innovations. Prominent analysts have hailed Michael as a pioneer in digital transformation and customer experience. In today's conversation, he expresses his thoughts on the evolution of customer experience management, discussing what has been happening in the CX space, what differentiates companies in the CX space, and where it's going.

[01:07] Micheal's Background – Michael shares his journey and the work he is currently engaged in while discussing how to identify opportunities while entering a new industry 

[07:23] Customer Experience - Michael defines customer experience and where he believes it should reside from an organizational structure viewpoint.

[11:03] Qualities and Skills - What leadership styles are the most effective in the CX space, and what qualities and abilities do such leaders possess?

[13:35] Core Tenants – Michael discusses the key tenets of customer experience and the areas where he believes the most significant roadblocks exist.

[23:22] CX in Real Business Outcomes - How to link customer experience management initiatives to real business outcomes. 

[28:58] The Future - We explore where technology and customer experience are headed.

[33:48] Last Guest's Question - Which business or product have you suggested to a friend, and why?

Resources:

Connect with Michael: 

LinkedIn: linkedin.com/in/mhinshaw/

Mark as Played

Advertise With Us

Popular Podcasts

Dateline NBC
Who Killed JFK?

Who Killed JFK?

Who Killed JFK? For 60 years, we are still asking that question. In commemoration of the 60th anniversary of President John F. Kennedy's tragic assassination, legendary filmmaker Rob Reiner teams up with award-winning journalist Soledad O’Brien to tell the history of America’s greatest murder mystery. They interview CIA officials, medical experts, Pulitzer-prize winning journalists, eyewitnesses and a former Secret Service agent who, in 2023, came forward with groundbreaking new evidence. They dig deep into the layers of the 60-year-old question ‘Who Killed JFK?’, how that question has shaped America, and why it matters that we’re still asking it today.

Las Culturistas with Matt Rogers and Bowen Yang

Las Culturistas with Matt Rogers and Bowen Yang

Ding dong! Join your culture consultants, Matt Rogers and Bowen Yang, on an unforgettable journey into the beating heart of CULTURE. Alongside sizzling special guests, they GET INTO the hottest pop-culture moments of the day and the formative cultural experiences that turned them into Culturistas. Produced by the Big Money Players Network and iHeartRadio.

Music, radio and podcasts, all free. Listen online or download the iHeart App.

Connect

© 2024 iHeartMedia, Inc.