Our journey mapping consultants discover the underlying emotions impacting your customers’ behavior and your profits.
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We offer customer journey mapping workshops at locations around the country, or we can provide customized training on your campus.
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Increase employee engagement, design better customer experiences, or nurture a customer-centric mentality within your organization.
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Heart of the Customer can help you find answers:
Our customized customer journey maps reveal how your customers experience your brand and highlight the critical Moments of Truth that have a long-lasting impact on customer loyalty.
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 >
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Jim Tincher
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Jim Tincher2019-05-16 22:53:262019-05-16 22:53:26Report from Day 2 of the CXPA Insight Exchange
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Jim Tincher
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Jim Tincher2019-05-15 23:40:352019-05-15 23:40:35Report from Day 1 of the CXPA's Insight Exchange
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Nicole Newton
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Nicole Newton2019-05-09 14:59:292019-05-21 15:41:27Two Days to Journey Mapping Mastery
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Nicole Newton
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Nicole Newton2019-05-02 04:00:032019-05-12 22:32:27Are You Ready for Your Close-Up? Using Video to Bring the Customer Experience to LifeMay 23 | How Hard Is It to Be Your Customer Book Launch
Heart of the Customer is celebrating! Newly-published authors Jim Tincher and Nicole Newton, our Mapper-in-Chief and Practice Lead, have written an authoritative guide to journey mapping, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. We’re hosting a launch party with our awesome co-sponsor Medallia to mark the occasion, and we’d love to see you there. Learn more and register here.
May 30 | Driving Customer Focused Change at Allianz Life
Journey mapping is a best practice used to truly understand the heart of your customer experience. Research shows that 65 percent of journey maps fail to drive action, typically because they don’t follow best practices. Learn how Allianz Life has partnered with Heart of the Customer to better understand customer needs and drive organizational action to solve them. Learn more or register here.
May 30 | Customer Journey Mapping Success Webinar Series: Using Journey Mapping to Kickstart Your CX Program
Heart of the Customer and Medallia join forces to bring you this Webinar.
The best customer experience programs use journey mapping to boost efforts to drive customer-focused change. Ensure your journey maps don’t just sit in a drawer, but instead increase engagement by embedding the voice of your customers in decision-making throughout your organization. Learn more or register here.
June 11-12 | Heart of the Customer Journey Mapping Workshop
Heart of the Customer workshops provide a comprehensive overview of the fundamentals of journey mapping in an interactive, fun, and educational atmosphere. Learn more and register here.
June 24-28 | CCW Las Vegas
CCW LAS VEGAS CCW will be celebrating their 20th year, and Jim will be speaking about his and Nicole’s upcoming book (details soon!). Learn more here.
August 18-20 | CCW Executive Exchange
Jim Tincher will be speaking and signing copies of How Hard Is It to Be Your Customer at the upcoming Customer Contact Week – Executive Exchange in Chicago. Read more about the event and register here.
Customer Journey Mapping Success Webinar Series: The Untold Secrets
A recording of this webinar will be available indefinitely to anyone who registers here.
Customer Journey Mapping Success Webinar Series: The Five Questions to Ask (and Answer) to Ensure You Drive Customer-Focused Change
A recording of this webinar will be available indefinitely to anyone who registers here.
Would you like to schedule a training or workshop, or invite us to speak at your event? Contact us at info@heartofthecustomer.com.
