Mastering Customer Experience: Insights from CX Innovator Michael Hinshaw | #TGV565

Nov 28, 2024

35:33

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Episode notes

Key Takeaways:

Introduction, Context setting, and a rapid-fire round of random words
What inspired Michael to focus on Customer Experience(CX) and Digital Innovation?
Top 3 things that contributed to his success
A few key achievements from his time with organizations like Microsoft, Intel, and Best Buy.
What is an XOS(Experience Operating System) and why companies might need it?
The fundamental steps to building a company that customers and employees love
Examples of companies that have successfully created a customer-centric culture and the impact it had on their business
How can companies measure the ROI of their CX initiatives, and what metrics should they focus on?
How will Generative AI revolutionize customer experience in the coming years?
Witty answers to second rapid-fire questions
How does he stay updated on the latest trends and innovations in customer experience, and what resources does he recommend to our audience?
Trivia about Origins of the term Customer Experience

About the guest:

Michael Hinshaw is a dynamic and effective customer experience leader, speaker, and advisor with a proven track record of transforming business practices to drive customer-centric growth.

Recognized as a top global CX influencer, Michael has worked with major companies like Microsoft, Intel, and Best Buy, and is a co-author of the best-selling book “Smart Customers, Stupid Companies.”

He is also a Teaching Fellow in Entrepreneurship and Innovation at UC Berkeley’s Haas School of Business.

Connect with him on LinkedIn:

https://www.linkedin.com/in/mhinshaw/

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