Michael R. Hoffman

Michael R. Hoffman is one of the most original thinkers in customer experience — and one of the few who has built a financially engineered system around it from first principles.

Michael R. Hoffman is the author of the Customer Worthy series — the definitive framework

for designing, measuring, and optimizing every customer interaction as a revenue asset.

Creator of the CxC Matrix (Customer by Contact Matrix), Michael has helped organizations

across retail, financial services, technology, and healthcare transform customer experience

into compounding enterprise value

As the creator of the CxC Matrix, a 90-cell, 810-point accountability framework for customer lifecycle management, Hoffman pioneered the discipline of treating customer experience not as a soft function, but as a rigorous, measurable driver of competitive advantage. The original Customer Worthy was recognized by the Journal of Marketing and has been downloaded more than 500,000 times, making it one of the most widely circulated practitioner frameworks in the field.

He is a sought-after keynote speaker and workshop leader at customer value growth conferences, marketing, sales innovation conferences, financial services conferences, digital transformation summits, and executive leadership events. Known for delivering frameworks audiences can actually implement — not just inspiration they forget by Tuesday.

Mr. Hoffman is a graduate of LaSalle University and did post-graduate work at New York University and Seton Hall University. He lives in Basking Ridge, New Jersey with wife and four children... his other sources of customer experience research.