Contact Us

Uncommon impact.
Remarkable results.

At Heart of the Customer, we understand that delivering remarkable value requires more than just insights and recommendations. We empower organizations to implement customer experience strategies that deliver measurable results.

Our Services

Customer Journey Mapping

Empower your teams to make customer-focused change

Learn More

Journey Health Score

Show the health of the journey and measure improvements

Learn More

Emotional North Star

Measure and design experiences for emotion

Learn More

CX Program Consulting

Build your CX roadmap, incite change, and drive CX ROI

Learn More

Closed Loop Feedback

Act on feedback and design customer-centric processes

Learn More

Do B2B Better

Do B2B Better is a call to action for business-to-business (and B2B2C) organizations to improve their customer experience strategy, leveraging a powerful model called the CX Loyalty Flywheel. Learn what sets change-making CX programs apart from the competition and deliver exceptional experiences and bottom-line results for your organization.

At RTI, our mission is to improve the human condition, and our partnership with Jim and his team at Heart of the Customer to strengthen our CX program has allowed us to bring more impact to those we serve. As a science-based organization, we resonate with their data-driven and technology-enabled approaches, and the importance placed on intentional change management in shifting an organization’s culture to be more customer centric is spot on.

Tim Gabel, CEO, RTI International

I have never worked with a company that is so passionate about the customer and about the opportunities that we have within our industries by using a robust tool like a customer journey. It takes a level of expertise to not only thoroughly understand what it takes to build a customer journey, but how to use it within the organization to influence key decisions. Hands down, great work by HoC! Looking forward to our next project.

Juan F. Perlaza, Group Marketing Manager, Oncology & PHC Solutions, Roche Diagnostics 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, CCXP, Global Director, Talent Insights & Experience, Kelly Services

Listening and having a deep understanding of our customers’ journey has been essential in working toward delivering a best-in-class customer experience…Heart of the Customer really helped us design a journey mapping process that would work for us…It helped drive a culture shift in the company.

Jen Zamora, Senior Global Director of CX and Commercial Excellence, Dow

Featured Case Study

Dow’s Customer-Centric Digital Transformation with Heart of the Customer

Dow’s Customer-Centric Digital Transformation with Heart of the Customer

Dow, a global materials science leader, has the ambition to be the most innovative, customer-centric, inclusive, and sustainable materials science company in the world. In 2017, they established a global customer experience (CX) team with a data-driven approach to CX, enabling them to strategically invest in areas that would yield measurable business results. In 2021, Dow reaffirmed its commitment to customer-centricity by partnering once again with Heart of the Customer for a global digital transformation based on customer needs.

Our latest thinking.

View All Posts