Customer Journey Mapping Consultants

Reimagine Your Customer Journey

CX Technology Solutions

We partner with you to strategize and deploy the digital tools and platforms that will allow you to nimbly monitor, measure, and orchestrate your customer journeys.

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Customer Journey Mapping

Our journey mapping consultants and proven proprietary process deliver best-in-class customer insights that reveal the most cost-effective ways to boost customer loyalty and company profits.
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Journey Experience

We leverage best-practices change management principles to help you spark a customer-focused transformation within your organization and show the business value of your initiatives.
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What It’s Like to Work With Us

Not only do they do great work on the projects you are working with them, but they also teach you to do journey mapping on your own so you feel enabled and empowered to talk to your customers and build journey maps and drive action from those journey maps without having anybody else there to help you.

Angelica BonacciDirector, Market and Customer Insights, Global Financial Services company

Jim has been an awesome person to consult with on anything that I’ve needed related to customer experience not just the design aspects of CX but taking action on what we’ve learned. … Jim remains my ‘go-to’ person for when I get stuck.

Marlanges Simar, CCXPDirector, Customer Experience, Healthcare Organization

If you’re looking for journey mapping help then Jim and his team at Heart of the Customer are the best!

Daniel FutterChief Commercial Officer at Dow Manufacturing

Going through the Heart of the Customer process is critical for anyone thinking about journey mapping. Partnering with experts in the field who are familiar with how to get best results, and who provide advice from beginning to end, made a big difference. We knew we were in good hands. We’ve worked on other large-scale projects with other suppliers, but this was by far the best experience for us. I really appreciate all the hard work Jim and the Heart of the Customer team put in.

Melody MiyajiConsumer Insights Manager, Avery Products Corporation

They challenge us, they give us thought-provoking questions, and really they make us better people. We couldn’t have been where we are today without their help.

Andrea Krohnberg, CCXPGlobal Director, Talent Insights & Experience, Kelly Services

It was eye-opening for frontline caregivers and managers to look beyond static data, and actually hear from patients and see the friction and consistency gaps for themselves.

Being a part of the process also created more accountability for our leaders in developing solutions that fit together. And we all learned in which moments to place our emphasis or empathy to have the greatest impact.

Chrisie ScottChief Marketing Officer, Hackensack Meridian Health

The map is great for a snapshot of what things look like at one point in time and we have it posted on our wall here in our corporate headquarters. But it’s only as good as what you do with it.

I’m always pushing the ‘think about the customer experience’ mentality. We have always focused on it – that’s why we invested in this – but it is possible to lose that focus along the way. Going through journey mapping has helped us reinforce the customer experience as one of the top focuses in the organization and across the leadership team.

Karin MoffettVP Customer Care, Brainshark

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How Can We Help?

We’re eager to partner with you to improve your customer journey and business outcomes.

We wrote the book on journey mapping. Literally.

Learn how it can transform the way you do business.

How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change, by Heart of the Customer’s Jim Tincher and Nicole Newton, shows you how to create journey maps that get results.

Learn more about the book >