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.

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.

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.

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.