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Michael Hinshaw

Founder and President

Michael Hinshaw

Michael and his team help companies integrate digital and customer-centric innovation to improve business performance by transforming how they interact with customers.

He is recognized by leading analysts as a digital transformation and customer experience thought leader and industry pioneer—he’s been named to multiple “Global CX Thought Leaders” 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 speaking globally on these subjects, Michael has been published and quoted in dozens of publications ranging from Harvard Business Review and Fast Company to American Executive and Forbes.

Previously, he was President and CEO of Verida, a public company which he led from inception to a $300 million business by developing and activating scalable online trading platforms. Before that, he was president of brand strategy firm Triad, Inc., serving clients such as Apple, British Telecom, and Allianz prior to a successful exit.

Co-author of two best-selling books, his most recent is Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It with Diane Magers. This critically acclaimed book helps business leaders embed the discipline of experience management in their organizations while driving business value.
His earlier book, Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How to Be One of Them, was written with Bruce Kasanoff and focuses on the impacts of digital disruption on customers and the companies that serve them. Michael is also a mentor and Teaching Fellow at UC Berkeley’s Lester Center for Entrepreneurship and Innovation at The Haas School of Business. Email Michael directly.