Leadership Team

As early leaders in the discipline of customer experience management, we’ve been driving the planning, design, and delivery of innovative, differentiated customer experiences for more than a decade.

During the next decade, our team is focused on leveraging strategy, creativity, and technology to create experiences that customers love, while driving measurable business results. And while we’re at it, we’ll also work together to build a leading global customer experience improvement company.

Michael Hinshaw

Michael Hinshaw

President
Our leader Michael integrates creativity and business strategy to radically improve how companies think about, connect with, and serve their customers.
Lynn Davison

Lynn Davison

Chief Operating Officer
An operational wizard, Lynn oversees our services and technology teams, and spearheads development and delivery of solutions that optimize CX for our clients.
Stephen Shay

Stephen Shay

Vice President
Steve leads our sales and solutions delivery teams, bringing his strategic thought leadership and business innovation to our clients.
Denise della Santina

Denise della Santina

Client Services Director
In charge of the client service team, Denise nurtures our clients and ensures their business objectives, budgets, schedules, and expectations are met and exceeded.
John Gusiff

John Gusiff

Director, CX Architecture
John and his team guide technology strategy and design, architecting the innovative omni-channel experiences that deliver on the expectations of today's smart customers.
Nii-Ayikwei Quaye

Nii-Ayikwei Quaye

Director of Knowledge Management
In charge of knowledge management, Nii is responsible for refining communication across all product lines and customer touch points.