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We’re on a mission.

We help clients reimagine and realize business success through a data-driven approach to customer experience.

Our values.

We drive business impact.

We focus on the results you seek, the customers you serve, and the transformation that brings ongoing success.

We are fierce advocates.

We champion our clients, our community, and each other.

We seek, and find, the truth.

We create and refine best practices to deliver fresh perspectives, keen customer insights, and meaningful and measurable value.

We are nimble collaborators.

We foster partnerships and teamwork rooted in mutual respect, common goals, and strategies that work.

We love what we do.

Our contagious enthusiasm creates enjoyable engagements, long-term relationships, and energized workspaces.

The Heart of the Customer Team

Jim Tincher, CCXP
Jim Tincher, CCXP Founder and Mapper-in-Chief View Bio
Eduardo Diaz
Eduardo Diaz Project Manager View Bio
Jean Fasching, CCXP
Jean Fasching, CCXP Engagement Lead View Bio
Ann Gougebas, CCXP
Ann Gougebas, CCXP CX Analyst View Bio
Tamika Kennedy, CPPM
Tamika Kennedy, CPPM Senior Project Manager View Bio
Kris LaFavor
Kris LaFavor Design Lead View Bio
Ben London, CCXP
Ben London, CCXP Engagement Lead View Bio
Nicole Newton, CCXP
Nicole Newton, CCXP Practice Lead View Bio
Shawn Phillips
Shawn Phillips Chief Technology Officer View Bio
Ty Pratumwon
Ty Pratumwon Project Manager View Bio
Diane Schnitker
Diane Schnitker Senior CX Analyst View Bio
Marcie Shatz
Marcie Shatz Editorial Director & CX Analyst View Bio
Jenita Swenson
Jenita Swenson Marketing Strategy Director View Bio
Susan Tincher
Susan Tincher Ops Guru View Bio

Community Impact.

Heart of the Customer commits 5% of profits to local organizations who are delivering local community impact with their missions including Black Men Teach, Appetite for Change, & Face to Face.