The Eight Keys to Elevating Customer Experience with Michael Hinshaw, President of MCorpCX

On this episode of CX and Culture Connection, host CCXP Matt Egol welcomes Michael Hinshaw, a leading expert in experience management and the founder of MCorpCX, to delve into the transformative concept of the Experience Operating System (XOS) Michael shares how this structured, holistic framework helps organizations operationalize their customer experience strategies by connecting silos and aligning key capabilities like strategy, design, culture, data, measurement, and processes.

Together, they explore how the XOS acts as a continuous journey—more than a one-time project—empowering organizations to evolve their experience management practices over time. Michael emphasizes the importance of linking CX to tangible business outcomes, making experience a true driver of value rather than just a measurement exercise.

He also discusses the crucial role of emotion in experiences, how culture is the foundation that cuts across all elements, and why embedding experience as a system is vital for sustained success. With insights from his work with CXPA members and clients, Michael reveals practical ways to assess, improve, and leverage the eight keys for maximum impact.

Tune in to discover how an Experience Operating System can help your organization deliver meaningful, consistent experiences that truly connect with customers and employees—driving growth, loyalty, and competitive advantage. Listen to the full episode here: https://youtu.be/QG5emz3c0gI

#CX #ExperienceManagement #ExperienceOS #Leadership #CustomerExperience #BusinessTransformation

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More about Matt Egol and JourneySpark Consulting:

Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting

A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven.

Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing.

Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures.

#cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity