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 where it works for you.
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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:
By highlighting critical Moments of Truth that have a long-lasting impact on customer loyalty, our customized customer journey maps reveal how customers experience your brand. They also show where the opportunities are to drive better results—step by step.
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 Tincher2019-06-19 10:13:172019-06-19 10:13:17Develop a Killer Metric to Drive CX Action
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Jim Tincher2019-06-10 04:00:102019-06-09 20:15:57What Wells Fargo (and the Rest of Us) Can Learn from Samsung
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Jim Tincher2019-06-05 23:55:442019-06-06 13:26:26What are the World’s CX Leaders Doing? Lessons from Medallia’s Exchange ‘19
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Jim Tincher2019-05-31 08:54:172019-05-31 08:54:17What Does Journey Mapping Do for You?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.
July 25 | Panel Discussion on Customer Needs with PDMA
Jim will discuss customer needs as a journey mapping expert alongside other experts in the CX industry for this panel with PDMA. More details coming soon!
July 25 | MWCCA Presents: Customer Journey Mapping With Jim Tincher
Interested in learning how to map the customer journey? Join Jim Tincher, Customer Experience Expert and Author, as he leads a morning workshop that provides everything you need to run journey mapping within your own organization. Learn more or register 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.
October 18 | Private Keynote: Close the Trust Gap
Jim will present on best practices to improve the patient experience, creating more loyal patients who not only stay with you, but bring their friends and family.
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.
Customer Journey Mapping Success Webinar Series: Using Journey Mapping to Kickstart Your CX Program
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.
