Key Takeaways:

• Introduction, Context setting, and a rapid-fire round of random words
• What inspired Michael to focus on Customer Experience(CX) and Digital Innovation?
• Top 3 things that contributed to his success
• A few key achievements from his time with organizations like Microsoft, Intel, and Best Buy.
• What is an XOS(Experience Operating System) and why companies might need it?
• The fundamental steps to building a company that customers and employees love
• Examples of companies that have successfully created a customer-centric culture and the impact it had on their business
• How can companies measure the ROI of their CX initiatives, and what metrics should they focus on?
• How will Generative AI revolutionize customer experience in the coming years?
• Witty answers to second rapid-fire questions
• How does he stay updated on the latest trends and innovations in customer experience, and what resources does he recommend to our audience?
• Trivia about Origins of the term Customer Experience

About the guest:

Michael Hinshaw is a dynamic and effective customer experience leader, speaker, and advisor with a proven track record of transforming business practices to drive customer-centric growth.

Recognized as a top global CX influencer, Michael has worked with major companies like Microsoft, Intel, and Best Buy, and is a co-author of the best-selling book “Smart Customers, Stupid Companies.”

He is also a Teaching Fellow in Entrepreneurship and Innovation at UC Berkeley’s Haas School of Business.

Connect with him on LinkedIn:

https://www.linkedin.com/in/mhinshaw/

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