Michael Hinshaw is the founder and president of customer experience consultancy McorpCX and has been recognized on over a dozen "Top Global CX Influencers" lists. He's also co-author of the best-selling book Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive and How to Be One of Them. He has been published and quoted in dozens of publications, ranging from Harvard Business Review and Fast Company to American Executive, Forbes, and Time. His new book, Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It, co-authored with Diane Magers has just been released. A Teaching Fellow at UC Berkeley’s Lester Center for Entrepreneurship and Innovation at The Haas School of Business, he has consulted for and advised executives at companies such as Intel, Microsoft, Biogen, Roche, Best Buy, and Lululemon.