NOVEMBER 5-9, 2018
Official Conference of the
International Institute of Business Analysis 


Wednesday, November 8, 2017

11:35 am – 12:35 pm | Presentation | Room: Java 1 & 2

Customer Experience 101: Building CX Capabilities to Drive Differentiation and Business Success

Presented by: Michael Hinshaw


Customer Experience (CX) is now one of the most recognized competitive differentiators - and with good reason. Among other benefits, CX leaders enjoy greater top- and bottom line revenue, radically faster growth, retention and satisfaction and lower costs-to-serve. Why? Because those firms that "get it" know the secrets to CX success. In this session, you'll learn some of them too. From the 8 best-practice capabilities of CX leaders to ways customer journey mapping can drive - for example - this session will expose the secrets of CX leaders.  Discussing how they organize and manage CX to enable sustainable, transformation growth as well as how strategy, design and customer understanding serve as the foundation for CX leadership, this session will share real-world case studies, drive greater insights into the potential of CX, and provide actionable insights attendees can begin to implement immediately.

Learning Objectives:

  • ROI of customer experience
  • Best-practice capabilities of CX leaders
  • Where to start to drive CX improvements in your organization


 Michael Hinshaw

Michael Hinshaw


Michael Hinshaw leads customer experience management firm McorpCX, where he helps companies integrate digital and customer-centric innovation to improve business performance, by transforming how they interact with customers.

Co-author of the best-selling book Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How to Be One of Them, Michael focuses on the market, social and technological forces driving disruptive innovation, and what it takes for companies to embrace and profit from this change - rather than getting crushed by it.

Recognized as a digital strategy and customer experience innovation leader by organizations including Forrester Research, BAI, ALM Intelligence and others, he has been published and quoted in dozens of publications ranging from Harvard Business Review and Fast Company to American Executive and Time.

As a consultant to senior management, some of the leading organizations he has advised include lululemon, JMMB Group, Mi

Michael's 2017 Presentations:

  1. Customer Experience 101: Building CX Capabilities to Drive Differentiation and Business Success
    Wednesday, November 8, 2017 (11:35 am – 12:35 pm)

Building Business Capability is the only conference that provides insight into Business Analysis, Business Architecture, Business Process, Business Rules, Business Decisions, and Business Strategy & Transformation toward the pursuit of business excellence.



Event Produced and Organized by Rising Media in association with Business Rule Solutions Copyright © 2010-2017, Rising Media, Inc. All Rights Reserved.

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