Mcorpcx

10/28/2021

Register to join us on Tuesday, November 16th.

Michael Hinshaw and Daniel Roundy will discuss:
- How innovators use future state mapping to drive growth
- New agile techniques for journey-related customer and employee research
- How to use journey mapping as a change management tool
- Where to focus to drive insights on new, digital-first experiences
- And more!

Upcoming Webinar: Journey Mapping 3.0

The need for journey mapping has really grown—what are the top needs and requirements in this “new normal?” Let’s dive in...

10/27/2021

CX Leaders understand that happy agents create happy . Therefore, they focus on listening, measuring, and designing agent experience that lays the foundation to drive a better . This webinar covers the top strategies that drive agent engagement and helps identify the right experience management (XM) tools to uncover insights that improve customer experience.

Register to join McorpCX's Graham Clark and Cisco's Michael Gravel for a webinar from Servion on October 29th at 10 am PT.

Happy Agents Create Happy Customers: Ways to Drive Agent Engagement https://hubs.ly/H0-8sLn0

10/26/2021

The ‘Enterprise Customer Experience’ Market Is Taking Shape

As CX transformation and technology shift to accommodate a digital-first approach to engagement, a new market aims to put customers first.

10/22/2021

Congratulations to McorpCX's Daniel Roundy for being named one of the 100 CX Thought Leaders Who are Changing the Game!

Daniel is a customer experience-focused entrepreneur (“CXpreneur”​). He helps organizations solve problems and improve their performance by focusing on their customers. Daniel has a serious bias for taking action and making things happen. And that’s what he has for more than 18 years, working in and for Fortune 500 companies, in roles spanning strategy, marketing, product management, IT, operations, customer success, and consulting. We're honored that he is a part of the McorpCX team.

Congratulations, Daniel!

https://hubs.ly/H0ZW4lH0

10/21/2021

Gone are the days that and strategy can live independently. And that's a good thing!

Consumers are more emotionally connected to the brands they support than ever, and just like a personal relationship, they need you to be there for them when it counts or they’ll be disappointed and seek connection somewhere else.

10/20/2021

: The Facilitator for Enhancing in the Travel Industry

The travel industry is showing signs of a rebound in leisure travel with restored optimism after the...

10/19/2021

Join us in just a few minutes!

McorpCX and clients discuss the practical benefits (and the obstacles) of CX training for organizational transformation.

10/18/2021

leaders are achieving great while driving out costs. Doing so requires customer experience transformations around self-service and channels.

Utilities are achieving great customer experiences. Doing so requires customer-experience transformations around self-service and digital channels.

10/16/2021

On Tuesday we'll be hosting a discussion about this very topic with Michael Hinshaw, Diane Magers, and Jim Gulinello. Don't miss! You can register on our website.

Culture begins to shift when new behaviors are established that generate meaningful results, and wins are loudly, publicly celebrated.

10/15/2021

Reinventing the Customer Experience, One Process at a Time

Customer experience is at the core of all company functions. Organizations should look to new methods of transformation to uncover inefficiencies and drive new value.

10/14/2021

No surprise here! Michael Hinshaw has always been a mover and a shaker.

Congratulations, Michael! You've been named one of the 100 CX Thought Leaders That are Changing the Game!

https://hubs.ly/H0ZnS9q0

10/13/2021

The term "governance" might feel out of place in the context of innovation. In fact, to some, creating a governance process might sound limiting or even stifling. But it’s the department-spanning nature of CX that is precisely why governance is so important to innovation. Opportunities will impact budgets, the organization chart and the status quo.

Done right, governance shifts the organization from siloed objectives to the customer journey perspective, and that leads your priorities and decisions.