Jim has been an awesome person to consult with on anything that I’ve needed related to customer experience not just the design aspects of CX but taking action on what we’ve learned. … Jim remains my ‘go-to’ person for when I get stuck. 

If you’re looking for journey mapping help then Jim and his team at Heart of the Customer are the best!

Going through the Heart of the Customer process is critical for anyone thinking about journey mapping. Partnering with experts in the field who are familiar with how to get best results, and who provide advice from beginning to end, made a big difference. We knew we were in good hands. We’ve worked on other large-scale projects with other suppliers, but this was by far the best experience for us. I really appreciate all the hard work Jim and the Heart of the Customer team put in.

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.

It was eye-opening for frontline caregivers and managers to look beyond static data, and actually hear from patients and see the friction and consistency gaps for themselves.

Being a part of the process also created more accountability for our leaders in developing solutions that fit together. And we all learned in which moments to place our emphasis or empathy to have the greatest impact.

The map is great for a snapshot of what things look like at one point in time and we have it posted on our wall here in our corporate headquarters. But it’s only as good as what you do with it.

I’m always pushing the ‘think about the customer experience’ mentality. We have always focused on it – that’s why we invested in this – but it is possible to lose that focus along the way. Going through journey mapping has helped us reinforce the customer experience as one of the top focuses in the organization and across the leadership team.