Keys to Winning at the Intersection of Digital Transformation and Customer Experience
Today’s “digital first but not digital only” retail customers desire different, connected experiences that meet their quickly evolving expectations where they are, how and when they wish. That’s why this session will show you the top ways that business leaders win – and keep – these customers, by evolving as their customers do at the intersections of physical, digital and human experiences.
7 Ways You Can Lead the Charge to Transform Customer Experience.
Increasingly, driving customer-centric innovation across the enterprise has become a business imperative. In this session, you’ll learn the strategies leaders leverage to improve relationships with smart, digitally enabled customers, including 7 customer experience best-practices some of the world’s largest and most successful organizations leverage to meet customer’s needs in new and often game-changing ways.
The Future of Customer Experience in the Retail, Insurance, B2B, Financial Services, Banking, Healthcare Industries
As customer experience increasingly becomes a competitive imperative, the ability to leverage innovation and embrace disruption is critical. In this session you’ll learn how industry leaders are embracing customer experience to better connect with their customers, driving increased loyalty, competitive differentiation, and top-and-bottom line benefits including greater revenue, higher margins and more engaged employees as a result.
How Any Company Can Create Customer Advocates
Loyal customers can be created by any organization – provided they understand what’s important to their customers and how to improve their lives, and that they take action on this knowledge. The good news is there’s a proven process for doing so – and doing so at scale. Learn how and why to do so in your business, the measurable financial benefits, key lessons learned and pitfalls to avoid along the way.
Employee Experience: The (Not-So) Secret Sauce Driving High-Performance Companies
There’s ample proof that greater employee engagement leads to greater business results. From more loyal customers to increased operational efficiency, the shift from a traditional HR to an employee experience-driven mindset pays off. In this talk, you’ll learn how leaders deliberately and consistently improve employee experience, the lessons learned along the way, and steps to follow to embrace new and more effective ways of working.
How Customer-Centric Measures and Metrics Help Prioritize Business Improvements
Many companies look to customer data to help understand and prioritize improvements in their organizations. Yet less than 15% of companies use customer information to help them make decisions that affect customers. In this session, attendees will learn the basics of winning CX measures and metrics programs, including how they are structured, the data frameworks that drive them and how they tie to business objectives and strategies to help regularly surface and prioritize opportunities.
Customer Experience 101: Building CX Capabilities to Drive Differentiation and Business Success
CX leaders enjoy greater top- and bottom line revenue, radically faster growth, retention and satisfaction, and lower costs-to-serve customers. Why? Because those firms that “get it” know the secrets to CX success. From the 8 best-practice capabilities to the Customer Experience Operating Model, this session will expose the secrets of CX leaders, share real-world case studies, drive greater insights into the potential of CX, and provide actionable insights.
Walking In Your Customer’s Shoes: How CX Leaders Use Customer Journey Mapping
Journey Mapping is a key tool that customer-centric companies use to better understand the experiences their customers have today – and to create the innovative, differentiated experiences that drive competitive differentiation in the future. In this session, you’ll learn why CX leaders map customer experiences, how they organize themselves around customer journeys, and how to better align the systems, people, processes and technologies that deliver customer experience.
‘Customer Thinking’: How Design Thinking Drives Innovation for Customer-Centric Leaders
Design thinking is a structured approach to identifying and solving business problems, practiced by some of the most successful brands in the world. In fact, most companies that practice design thinking say that it improves innovation, culture and customer experience. Why? Because design thinking is really “Customer Thinking.” – a way of looking at your business and your market through the eyes of the customer. In this session, attendees will learn the basics of design thinking, how it’s applied through real-world examples, and tools and techniques you can immediately apply it to your business.
Other speeches include:
- Disruptive innovation and the new world of customer experience
- Are you as smart as your customers? How to thrive as an intelligent company
- Eliminate Friction in the Customer Experience
- How to Make Customer Experience Your Critical Differentiator
- Delivering Customer Delight: The Connected Customer Experience
- Think Like a Startup
President of customer experience strategy, design and consulting firm McorpCX, Michael Hinshaw is recognized by leading analysts as a digital transformation and customer experience pioneer and has been named to over a half-dozen “Global CX Thought Leaders” lists.
Co-author of the best-selling book Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How to Be One of Them, he has been published and quoted in dozens of publications ranging from Harvard Business Review and Fast Company to American Executive, Forbes and Time.
A Teaching Fellow at UC Berkeley’s Lester Center for Entrepreneurship and Innovation at The Haas School of Business, he has consulted for and advised executives at companies such as Intel, Microsoft, Best Buy, Danone, lululemon and Staples.
Michael Hinshaw leads customer experience strategy, design and consulting firm McorpCX, where he and his team help companies integrate digital and customer-centric innovation to improve business performance, by transforming how they interact with customers.
Co-author of the best-selling book Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How to Be One of Them, Michael focuses on the market, social and technological forces driving disruptive, customer-centric innovation, and what it takes for companies to embrace and profit from this change – rather than getting crushed by it.
Recognized as a digital transformation and customer experience thought leader by organizations including Kennedy Consulting Research & Advisory – the world’s leading source of consulting market analysis – Forrester Research and others, he is also on multiple “Global CX thought leaders to follow” lists such as Top 20 Customer Experience Leaders to Follow, Top 25 Customer Service Influencers, Top Customer Experience Influencers and many others.
In addition to his speaking on these subjects around the world, Michael has been published and quoted in dozens of publications ranging from Harvard Business Review and Fast Company to American Executive, Forbes and Time.
As a consultant to senior management, some of the leading organizations he has advised include Intel, Microsoft, Best Buy, Danone, lululemon and Staples. Michael is also a Teaching Fellow at UC Berkeley’s Lester Center for Entrepreneurship and Innovation at The Haas School of Business, and has held board seats at publicly traded, private and non-profit firms.
Smart Customers, Stupid Companies: Why You Need to Read This Book by Helena Hill, July 20, 2020. Read the review