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Michael Hinshaw and Taylor Fitzpatrick discuss some of the transformative impact...

Incorporating the Voice of the Customer into planning is critical for businesses...

Learn to “walk in your customers’ shoes” with our customer journey mapping eBook...

Get ready to explore the fascinating world of Voice of Customer (VoC) and discov...

Customer Journey Mapping 3.0, the current and future of journey maps that allow ...

Today, close to 75 percent of CX teams use customer journey maps. Journey Mappin...

All Resources

  • Customer Centricity

Product-Led Growth (PLG) is a business strategy where the product itself has the primary role in acquiring, onboarding, engaging, and retaining...

  • Experience Transformation

CX value model and why your company might need an experience operating system (the XOS), what it is and what are the benefits.

  • Experience Transformation

Explore the Intersection of Traditional and AI-Driven Innovation in Customer Success.

  • Voice of the Customer

CX leaders need to pay attention to the “silent signals” from unhappy customers who don’t raise their hands to voice their complaints.

  • Experience Transformation

Michael Hinshaw, explains that disruptive innovation is “already providing individuals with tools more advanced, in many cases, than the most...

  • Experience Transformation

In this podcast, Michael Hinshaw, an expert in entrepreneurship and customer experience, shares valuable insights for aspiring entrepreneurs.

  • Experience Transformation

Michael Hinshaw and Taylor Fitzpatrick discuss some of the transformative impact of AI on customer experiences and how “Tech-Infused Customer...

  • Customer Centricity

Committing to Customer Centricity - Shep Hyken interviews Michael Hinshaw about his new book, Experience Rules!

  • Voice of the Customer

It’s increasingly clear that Customer Experience (CX) plays a pivotal role in shaping and driving a company's performance.

  • Experience Transformation

CX Connect Coffee Chat: Navigating Challenges Through Customer Experience and Customer Experience as a Growth Catalyst

  • Experience Transformation

Reflecting on 2023, it’s clear that the Customer Experience (CX) Landscape continues to undergo a profound Transformation.

  • Voice of the Customer

Discover the art of mastering the Voice of the Customer (VoC) and metrics, emphasizing the importance of design by working backward from...