Resource Center | Read how companies are transforming business with CX

Webinars

Unlocking CX Success: How Education Drives Customer-Centric Ways of Thinking and Working

Join our panel of experts as we delve into the role of customer experience training and education in unlocking CX success and driving customer-centric ways of thinking and working.

Webinars

[On-Demand] Design Your CX Education Program: A Tools, Tips and Tricks Virtual Masterclass

In this value-packed session, you’ll get a behind-the-scenes look into how it’s done, and see some of the key frameworks and tools used to frame, test, and validate key assumptions and program design.

Webinars

[On-Demand] Help Your People Become More Customer-Centric: An Education and Training Blueprint

In this value-packed session, learn how to align everyone in your organization—no matter their role—to a shared understanding of your customer-related goals, the part they play in achieving those goals, and how their behaviors and contributions fit into the bigger picture.

Webinars

How to Measure (and prove) the ROI of CX Work 2022

Connect the dots between CX work and business impact (and influence the folks who control the budgets) with tactics and strategies for measuring and proving a positive CX...

Case Studies

Actionable Customer Experience Vision Brings Brand Strategy to Life

This Fortune 500 retailer needed a customer experience vision to bring the brand to life in tangible, relevant ways across the organization. Employees play a vital role in...

Case Studies

Improving Market Position Through A Customer Experience Strategy Shift

A $5B insurance company’s CX training delivers a competitive edge through greater customer empathy. Training employees to better deliver against customer expectations...

Case Studies

Putting a Customer Listening Program Into Place

$8 billion online advertising platform leverages a VoC system to boost business-customer loyalty, engagement and revenue. A VoC program paves the way to more strategic...

Case Studies

Building Cross-Organizational, Customer-Centric, Digital-First Processes

$170B technology company’s customer-experience initiative significantly bumps satisfaction scores and the bottom line. A pilot program reduces time-to-market for new...

Whitepapers

VoC Quick-Take Sheet: Maximize Your VoC ROI

Maximize your VoC ROI with these 7 habits of CX leaders. Listening is a great first step, but a more robust VoC Program is needed to deliver positive results for...

Whitepapers

McorpCX VoC Development Services

Establish an agile VoC approach leveraging best practices and real-world experience While all VoC programs focus on how well an experience meets customer expectations,...

Webinars

On-Demand Webinar: 7 Habits of Maximizing ROI With a Successful VoC Program

Every organization that wants to better understand its customers has deployed some sort of customer listening system. From Microsoft Polls to Qualtrics, and everywhere...

Whitepapers

10 Trends Shaping the Future of Customer Experience

Rapidly changing customer expectations are already raising the bar for companies everywhere – including yours. Anyone responsible for any aspect of B2B customer or...

Webinars

On-Demand Webinar: Journey Mapping 3.0

Today, close to 75 percent of CX teams use customer journey maps. Journey Mapping enjoys wide-spread adoption because it helps identify opportunities to close experience...

Case Studies

Exploring the Art of the Possible with AI and Natural Language Processing

A host of unique challenges drives a highly specialized AI study to augment Voice-of-Customer capabilities. Supercharging a VoC Program with AI helps it handle higher volumes...

Webinars

On-Demand Webinar: Educate, Train and Engage to Drive Customer-Centric Behaviors

Do your people have the knowledge and skills to deliver great customer experiences? As the importance of getting customer experience right increases and customer obsession...

Webinars

On-Demand Webinar: Enabling Digital and Customer-Centric Transformation

No matter what industry you are in or who you serve, today's customers embrace an increasingly digital mindset and ever-greater expectations of the experiences they get from...

Webinars

On-Demand Webinar: CX and EX Trends Driving 2022 Planning

CX and EX Trends Driving 2022 Planning 2022 is fast approaching, and business leaders know that smooth, seamless customer journeys are key to success in the foreseeable...

E-Books

Digital First, Customer-Centric Culture, Capabilities and Ways of Thinking

Business success in the 2020s requires new ways of working. No matter what industry you are in or who you serve, today’s customers embrace an increasingly digital mindset and...

Webinars

On-Demand Webinar: How Leaders Boost Sales and Marketing Performance With CX

Today's customers are digital first, but not digital only. They desire different, connected experiences that meet their quickly evolving expectations. In this webinar, we'll...

Whitepapers

COVID-19 and the Customer Experience

COVID-19 has upended life as we know it. Perhaps the only thing more frustrating than being stuck “sheltered in place” is the fact that no one seems to agree on when we’ll...

Webinars

On-Demand Webinar: Entering CX Wave 4, The Wave of More

Modern Customer Experience (CX) is approaching its 20th birthday and going through its 4th major transformation. This is being referred to as CX Wave 4, or "The Wave of...

E-Books

Customer Experience Strategy: North-Star Vision Development Playbook

Setting the stage for customer experience leadership requires several foundational elements. A brand-aligned experience vision and a strategy to bring that vision to life are...

Webinars

On-Demand: Employee Experience and the (Digital) Future of Work

In this webinar, we explore employee experience and the future of work, and how future-focused organizations align brand and culture to better connect with, engage and...

Publications

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...

Webinars

On-Demand: CX Strategy: How to Establish Your “North Star” Vision

Setting the stage for customer experience leadership requires several foundational elements. A brand-aligned experience vision and a strategy to bring that vision to life is...

Webinars

On-Demand: The Impact of Emotion on the Customer Journey (And How to Make Customers Smile More)

We—and our customers—should smile more often. Not only does logic dictate that we feel good when we do, but science backs this up as well. Why? Because the smile is a visible...

Webinars

Webinar: How to Measure—and Prove—the ROI of CX (2019)

This on-demand webinar is packed with ways to prove the ROI of your CX investments. Quantifying the value of customer experience has always been a challenge, and chances are...

Webinars

On-Demand Webinar: Boost Your CX ROI with CX Tech in 2020

If you want to learn how your organization can deliver predictable and measurable customer experience (CX) and return on investment (ROI) outcomes at enterprise scale, then...

Publications

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...

Webinars

On-Demand Webinar: From Journey Maps to Real Experiences

Does your organization have customer journey maps? If so, you'll want to access the presentation and view this on-demand webinar! In it, Michael Hinshaw, Founder and...

E-Books

Quick Start Playbook: CX Metrics Systems That Deliver ROI

Measurement is an essential part of CX success, and the insights in this playbook can help you get there faster.

Webinars

On-Demand Webinar: Customer Experience Operating Model

Learn how your organization can move towards a more customer-centric, metrics enabled, continuously improving Customer Experience Operating Model (“CXOM”) – your CXOM.

Webinars

On-Demand Webinar: CX Metrics Systems That Deliver ROI

A major obstacle in moving business executives to action on CX is the ability to demonstrate how CX investments deliver predictable business results, and support...

Webinars

On-Demand Webinar: CX Secrets of Companies You Haven’t Heard Of (Yet)

Are you tired of CX case studies about megawatt brands in high-profile consumer categories (think: Apple, Uber and Amazon)? Do you wonder how the little guys - or even the...

Webinars

On-Demand Webinar: 7 Ways You Can Lead the Charge to Transform CX

Customer Experience (CX) is no longer a nice-to-have, but a competitive imperative. Customers are getting smarter by the millisecond, and the companies that are innovating to...

Publications

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...

Webinars

VoC and VoB, Meet VoA: How NextGen Voice-of-Analytics Tools are Transforming Customer Insights, and CX ROI Recorded Webinar

Despite the continually accelerating pace of digitally-led disruption, most “Voice-of-the-Customer” (VoC) programs still rely primarily on email surveys to learn what their...

Webinars

The 11 Tech Trends You Can Bet Your CX Budget On Recorded Webinar

This McorpCX Thought Leadership Webinar is focused on the 11 tech trends radically reshaping customer experience investment decisions in 2017 and beyond.

Publications

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.

Case Studies

Customer Centricity Drives Brand and Experience Strategies

McorpCX provided the process, insights and the strategic perspective needed to implement a business-focused brand that brought people and divisions together. Eliminating...

Case Studies

Happier Customers, Better Experience and a Lower Cost to Serve

Customer journey mapping provides a view into the customer mindset, helping to re-shape key aspects of the business customer experience How this Fortune 100 Telecom leveraged...

Case Studies

Customer Journey Mapping Closes Customer Experience Gaps

Every change had significant impact. For example, by adding a single missing touchpoint at the loan servicing handoff, we boosted customer satisfaction with the entire...

Case Studies

Aligning Brand Strategy and Donor Experience to Drive Value

Clarifying a brand increases awareness, loyalty and donations to this nine-million-member non-profit, without reducing giving to other programs. How a...

Case Studies

Designing a Better B2B Customer and Partner Experience

A lack of integrated strategy across an array of customer touchpoints impeded the ability to create true advocates out of midmarket customers. Redefining journeys and...

Case Studies

Measuring Customer Experience Reveals Valuable Insights

“Touchpoint Mapping® gave us data... that proved our perceptions were completely wrong. That was really helpful and eye-opening.” A community bank’s customer experience and...

Case Studies

Stripping Complexity from a Multi-Partner Customer Experience

“This engagement gave me actionable customer insights, which helps us guide our partners, marketing, and branding. It even helps us build a better product.” Simplifying and...

Case Studies

Scaling Personalized Service Across Channels

“Touchpoint Mapping aligned our management team’s perceptions and priorities by clearly showing what our customers think and need. It quantifies knowledge so we’re not just...

Publications

Brands that Excel in CX Don’t Focus on Image

Loyalty 360 Interviews Michael Hinshaw Customer Experience is widely viewed as the great differentiator among loyalty marketers. Those brands seeking to raise their public...

Videos

How Touchpoint Mapping Works

How Touchpoint Mapping Works Every customer wants a great experience and companies want to deliver it. Touchpoints are where experiences occur, yet most companies don’t know...

Publications

How to Use Buyer Personas to Support Customer Journey Mapping

MyCustomer Buyer personas are a well-worn technique adopted by marketers to get under the skin of customers. But personas also have a crucial role to play in the increasingly...

Webinars

How Best-In-Class CX Leaders Get There: The CX Value Chain Recorded Webinar

This recorded webinar explores how top companies (those who are CX leaders) optimize the “CX Value Chain” to leverage financial and operational benefits.

Whitepapers

Customer Experience Strategy: Get It Right to Drive Success

Aberdeen Group This Aberdeen Group report highlights best-practices companies must put in place when designing and executing a top-notch customer experience strategy.

Publications

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.

Publications

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...

Publications

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...

Webinars

Customer Experience Strategy Recorded Webinar

This webinar on Customer Experience Strategy explains what makes an effective CX strategy, ways to define and validate it and how to socialize and drive consensus across your...

E-Books

Customer Journey Mapping Toolkit

Proven tools, guides and frameworks to help you better understand customer (and employee, and buyer, and...) journeys.

Publications

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....

Publications

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,...

Webinars

Customer Experience Design Recorded Webinar

This webinar explores why Customer Experience Design is the driver of loyal customers, and how you can harness it to systematically deliver on – and exceed – customer...

Whitepapers

What Every CIO Must Know to Bridge the CX Technology Gap

With IT being the only group with end-to-end visibility of customer related data, CIOs are in a unique position to improve customer experience from both the customer’s and...

Webinars

VoC Program Recorded Webinar

Watch this recorded webinar to learn how implementing Voice-of-the-Customer tools can drive your customer strategy and provide a roadmap for optimal customer experience...

Whitepapers

The Customer Experience Value Chain: Paving the Way to Advocacy Report

Aberdeen Group This Aberdeen Group report will provide a detailed look into the customer experience value chain, its building blocks, and how companies can successfully...

E-Books

Customer Journey Mapping: 10 Tips for Beginners eBook

Learn to “walk in your customers’ shoes” with our customer journey mapping eBook Get the Customer Journey Mapping: 10 Tips for Beginners eBook to avoid common pitfalls, and...

Webinars

Experience Blueprinting Recorded Webinar

Customer Journey Maps are widely adopted as a tool to help improve customer experience. But many organizations have challenges when it comes to using them to re-design the...

Webinars

Journey Mapping 2.0 Recorded Webinar

Listen to this recorded webinar and take a deep dive into how to map out a customer journey to create innovative, differentiated experiences that will distinguish your...

Webinars

Customer Experience Innovation Recorded Webinar

This McorpCX webinar teaches professionals how to apply the principles of customer experience innovation to solve real business problems, address unmet needs and eliminate...

Publications

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.

Publications

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...

Whitepapers

Proving ROI on Customer Experience

Great idea. But what’s the ROI?" It’s the question executives love to ask and you'll love to answer–after reading this free whitepaper on proving (and maximizing) your ROI...

Whitepapers

Your Customers Are Changing: Do You Know What They Expect?

How touchpoints are driving shifts in distribution, feedback and marketing channel control to alter the landscape of customer experience forever. In the digital era of...

Webinars

Customer Journey Mapping Recorded Webinar

This McorpCX webinar will help you avoid the common traps and provide the insights needed to create and truly leverage Customer Journey Maps to bring your customers closer.

Whitepapers

Changing the Stories Bank Customers Tell Themselves: Why They Leave and How to Keep Them

How bank marketers can boost loyalty by understanding emotions and changing the customer experiences that drive defection. As an industry, banking typically lags way behind...

Whitepapers

Are Your Touchpoints Pushing Customers Out the Door?

Underperforming or missing touchpoints are the root of nearly all customer experience issues. This whitepaper shows you 7 ways to identify and fix touchpoint problems before...

Whitepapers

Do Happier Employees Really Help Create Happier Customers?

Employee experience can directly impact customer engagement... and your bottom line. No one can argue that happy customers aren’t vital to business success. But great...

Videos

Case Study: CX Insights Drive Bank Growth

Case Study: Customer Experience Insights Drive Bank Growth Meet Alan, a Touchpoint Mapping On-Demand client who discovered what his customers needed, versus what his bank...

Whitepapers

Act SMART: A Five-Step System to Better Anticipate, Meet, and Exceed the Expectations of Your Customers

There is a storm of digital disruption underway affecting companies of all sizes and industries. From social influence to pervasive memory, digital sensors and the physical...

Whitepapers

Understanding Touchpoints and Your Customer Relationship Lifecycle

MCorp’s free white paper helps you increase acquisition, retention, and loyalty by retooling your customer lifecycle stages. Every customer relationship lifecycle is...

Videos

Why We’re Driven to Create Happy Customers

Why We’re Driven to Create Happy Customers Meet McorpCX’s Founder and President and hear why he formed McorpCX and his passion for helping our clients understand the...

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