Michael Hinshaw is a seasoned marketing professional and a master's degree holder in design who has made significant strides in the business world. He founded a firm serving private equity firms and investment banks in the late 1990s, and later transitioned into the Internet sector where he founded Mcorp CX, a customer experience consultancy. Hinshaw's perspective on the impact of customer experience on business is that it is a crucial element for success. He emphasizes the need for businesses to align their marketing, sales, and service to meet customer expectations and advocates for a shift from an inside-out to an outside-in perspective. This approach focuses on understanding how customers interact with a business and what they need and expect. Hinshaw's extensive experience in customer experience consultancy and his upcoming book, "Experience Rules: The Experience Operating System (XOS)," underscore the importance of a customer-centric approach in driving business growth and success.