7 Ways Business Analysts Can Lead the Charge to Transform Customer Experience

Michael Hinshaw (CXPA)

Session Description

As customer experience increasingly becomes a competitive imperative, business analysts are in a unique position to play a vital role in shaping these decisions and driving customer-centric innovation across the enterprise.

From VoC (Voice-of-the-Customer) and VoA (Voice-of-Analytics) to Journey Mapping and Experience Blueprinting, you’ll learn the strategies Business Analysts have leveraged to inform and improve relationships between smart, digitally enabled customers and the companies that serve them.

Specifically, you’ll learn 7 of the top ways BAs have applied customer experience best practices in some of the world’s largest and most successful organizations, solving business problems by meeting customers’ needs in new and often game-changing ways.

Speaker Bio:

Michael Hinshaw
President, McorpCX


Michael Hinshaw leads customer experience strategy, design and consulting firm McorpCX, where he and his team help 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, customer-centric innovation and what it takes for companies to embrace and profit from this change – rather than getting crushed by it.

Recognized as a customer experience and innovation leader by organizations including Kennedy Consulting Research & Advisory – the world’s leading source of consulting market analysis – Forrester Research and others, he has been named to over a half dozen “Global CX Thought Leaders” lists.

In addition to speaking on these subjects around the world, Michael 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 Intel, Microsoft, Comerica Bank, Danone, lululemon and Staples. Michael is also a Teaching Fellow at UC Berkeley’s Lester Center for Entrepreneurship and Innovation at The Haas School of Business and has held board seats at publicly traded, private and non-profit firms.

Smart Customers, Stupid Companies
Michael Hinshaw is the author of Smart Customers, Stupid Companies