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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.

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Our Services

Customer Journey Mapping

Empower your teams to make customer-focused change

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Journey Health Score

Show the health of the journey and measure improvements

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Emotional North Star

Measure and design experiences for emotion

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CX Program Consulting

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

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Closed Loop Feedback

Act on feedback & design customer-centric processes

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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

How the YMCA Used Journey Mapping to Boost Member Retention

How the YMCA Used Journey Mapping to Boost Member Retention

After an attempt to enhance customer experience using Six Sigma fell short, the YMCA of the North turned to journey mapping to uncover behavioral personas and build strategic initiatives to better serve new members, shifting away from efforts that wouldn’t have paid off.

Our latest thinking.

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Image of a person connecting wooden blocks with people on them. This image depicts a CX leader connecting with people across the organization.
11/22/2022

Why Do YOU Do CX?

I’m still on a high from our first-annual Do B2B Better conference, where we celebrated those few customer experience (CX) leaders…