Our team of journey mappers works with companies of all sizes to evaluate and improve their customers’ experience. When you need to understand every touchpoint and emotion driving your customers, we find the answers.
Jim TincherJim is a nationally recognized customer experience expert (CCXP), trainer, and passionate keynote speaker.
He sees the world in a special way: through the eyes of customers. This lifelong passion for customer experience, and a thirst for knowledge, led him to found his journey mapping and customer experience consulting firm, Heart of the Customer. In the years since, his dedicated team of CX professionals has helped companies of all sizes increase customer engagement.
Influential industry leaders. Analytical truth-seekers. Decidedly deep thinkers.
Laura Bates
Project Manager
Laura is passionate about uncovering strategic insights and weaving them into the work of cross-functional teams…
MaryEllen DeMarco, CCXP
Analyst
MaryEllen is dedicated to helping clients develop and implement customer experience strategies…
Jean Fasching, CCXP
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.
Cathy McLane
Project Manager
Cathy is a dedicated advocate for the importance of the customer journey…
Diane Schnitker
CX Research Analyst
Diane brings her eclectic background in intellectual property law, health care, retail…
Nicole Newton, CCXP
Practice Lead
Nicole uses her B2B and customer insight expertise to help companies identify and prioritize growth opportunities.
Corey Pawlak
Project Manager
Corey is committed to helping clients understand their customers’ journeys…
Shawn Phillips
Chief Technology Officer
Shawn has a passion for creating happier customers and increasing profit through implementing practical technology.
Marcie Shatz
Content Strategy Director
Marcie is passionate about turning complicated concepts into precise, compelling prose.
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Jenita Swenson
Marketing Strategy Director
Jenita is the creative spark of the team. Coming from a background in the financial industry…
Susan Tincher
Ops Guru
Susan is passionate about meeting the needs of Heart of the Customer clients and helping them succeed.
“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
An Open Letter to My Friends in ITNovember 20, 2020 - 11:20 am
Unmask the Power of Social ProofNovember 13, 2020 - 6:00 am
An Effortless Experience Isn’t EnoughNovember 5, 2020 - 6:00 amFor B2C, Cleanliness Is the New BlackOctober 29, 2020 - 6:00 am
3 Tips to Manage the Voice of the Last Lost CustomerOctober 23, 2020 - 6:00 am