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Employee Experience

Strategies to Develop a Digital-First Workforce

Wharton Magazine Unless you prioritize a digital mindset in your company—from leadership in the C-suite to the newest recruits—you risk business extinction. New technology... Read More
Publications
Customer Experience

McorpCX a “Top 10” CX Firm Recognized by Banking CIO Outlook

Banking CIO Outlook McorpCX is proud to be recognized as a 2019 Top 10 Customer Experience Solution Provider by Banking CIO Outlook. In the August 2019 CX special edition... Read More
Publications
Customer Experience

Digital Customer Strategy and Experience Consulting Report

ALM Intelligence/Kennedy Research has named McorpCX a global leader in their Digital Customer Strategy & Experience Consulting report, positioning us as highest in “Depth of... Read More
Publications
Customer Experience

Book: Smart Customers, Stupid Companies

By Michael Hinshaw and Bruce Kasanoff Four disruptive forces are changing the concepts behind customer experience and radically disrupting business as we know it. Read More
Publications
Customer Experience

Be Laser Focused on Customer Service

Loyalty360 Loyalty360 interview with Michael Hinshaw. The ability to consistently deliver a great customer experience is something competitors can’t simply copy. Read More
Publications
Customer Experience

The False Tradeoff Between Customer Experience and Customer Privacy

Michael Hinshaw for Content Science Review How would you answer if every company you dealt with asked you this question: “Which is more important to you? Customer experience... Read More
Publications
Customer Experience

Are You Running a Stupid Company?

Michael Hinshaw for CNBC To survive in the face of smart, connected and digitally adept customers, established firms need to understand what’s happening, and reinvent... Read More
Publications
Customer Experience

Customer Experience Metrics Matter

Michael Hinshaw for BAI In a world where bank customers are more likely to switch and to show less loyalty than ever, customer experience is a double-edged sword. Read More
Publications
Customer Experience

The Customer Experience (CX) and Survival in the 21st Century

MetaOps Magazine MetaOps Magazine interviews Michael Hinshaw, CEO of McorpCX, about Customer Experience and meeting customer experience expectations. Read More
Publications
Customer Experience

7 Ways To Disrupt Your Industry

Michael Hinshaw & Bruce Kasanoff for Fast Company Massive disruption is coming, and the only question is whether your firm is going to cause it or fall victim to it.... Read More
Publications
Customer Experience

The Experience Economy

The Experience Economy published in The AMA’s Marketing Insights Providing great customer experiences at every digital touchpoint can be a real challenge for brands,... Read More
Publications
Customer Experience

Why Your Bank Is Competing with Amazon and Apple (and What to Do About It)

Michael Hinshaw for Western Banker McorpCX has conducted customer experience research with thousands of banking customers for dozens of banks. And the experiences customers... Read More
Publications
Customer Experience

Customer Touchpoint Management: Find Out Where Your Firm Stands

SmallBizCRM.com What could be more important than improving sales and your customer relationships? Read More
Publications
Customer Experience

Measuring Customer Loyalty As Well As Satisfaction

ABA Bank Marketing By asking the right questions of your customers, Loyalty Mapping provides a clear picture of an organization's actual performance, and provides benchmark... Read More
Publications
Customer Experience

Controlling Touchpoints to Deliver a Better Customer Experience

American Executive No matter what industry you’re in or what product or service you provide, your customers have become more savvy and demanding in the past five years. Read More
Publications
Customer Experience

Take Control of Your Customer Touchpoints

Quirks Marketing Research Review The word is “touchpoint.” And if it isn’t important to you now, it probably will be: Virtually unused 10 years ago, the phrase has entered... Read More
Publications
Customer Experience

How Not to Treat Your Customers

Time.com Let’s face it, if you’re an unhappy customer, it’s a lot easier to take your business elsewhere these days. So one of your top priorities as a small business should... Read More