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Our Latest reaserach with CXPA offers valuable insights into the transformative ...

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 ...

All Resources

  • Training and Education

Our Latest reaserach with CXPA offers valuable insights into the transformative impact of CX education on organizational maturity and...

  • Training and Education

Wednesday 5 June 2024, 10am PT, 1pm ET. Understand the pivotal role CX education plays in enabling customer-centric business performance.

  • Customer Journey

Insights from the Customer Experience Journey: A Reflective Perspective

  • Customer Centricity

In today’s rapidly changing business environment, staying ahead means not just adapting to but leading through customer-centricity. That's why we...

  • Customer Centricity

Retailers face the challenge of seamlessly blending human interactions in stores, online, and on the phone to avoid customer frustration.

  • Experience Transformation

No matter what leadership role you have, what you and your team do on a daily basis affects your customers, either directly or indirectly.

  • Experience Transformation

Hosted by Shep Hyken, featuring Michael Hinshaw and Diane Magers

  • Customer Centricity

Unlock the secrets to fostering a customer-centric culture in support scenarios

  • Customer Centricity

Discover how AI is revolutionizing customer success by augmenting human interactions rather than replacing them, with real-world examples...

  • 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

Hinshaw's perspective on the impact of customer experience on business is that it is a crucial element for success.