Heart of the Customer works with companies of all sizes to evaluate and improve their customers’ experience. When you need to understand every touchpoint and emotion that drive your customers, we find the answers. We’re not just up to the challenge, we thrive on it.
Influential industry consultants. Analytical truth-seekers. Passionate keynote speakers.
Jim Tincher
Heart of the Customer’s founder and Mapper-in-Chief is a nationally recognized customer experience expert, trainer, and keynote speaker.
Nicole Newton
As HoC’s Practice Lead, Nicole uses her B2B and customer insight expertise to help companies identify and prioritize growth opportunities.
Experienced researchers. Adept project managers. Decidedly deep thinkers.
Erica Ashfeld
Project Manager
Working in CX is Erica’s dream job. She is passionate about…
Laura Bates
Project Manager
Laura is passionate about uncovering strategic insights and weaving them into the work of cross-functional teams…
MaryEllen DeMarco
Engagement Lead
MaryEllen is dedicated to helping clients develop and implement customer experience strategies…
Jean Fasching
Lead Consultant
Jean is passionate about fully understanding customers and their experiences…
Stefan Hartmann
Analyst
Stefan combines the curiosity of a journalist with the analytical…
Kris LaFavor
Design Lead
Kris’s work is fueled by technical know-how and her passion for design.
Ben London
CX Capabilities Lead
Ben’s passion is helping organizations become experience-centered…
Julie Mack
Project Management Lead
Julie believes that with the proper tools, training, and change…
Cathy McLane
Project Manager
Cathy is a dedicated advocate for the importance of the customer journey…
Diane McManman
CX Research Analyst
Diane brings her eclectic background in intellectual property law, health care, retail…
Corey Pawlak
Project Manager
Corey is committed to helping clients understand their customers’ journeys…
Susan Tincher
Ops Guru
Susan is passionate about meeting the needs of Heart of the Customer clients and helping them succeed.
But our determination to provide each one of you with the most effective journey maps in the industry remains constant.
“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.”
– Melody Miyaji, Consumer Insights Manager, Avery Products Corporation
