Entries by Jim Tincher

Creating a CX Capability Interview – Part 2

We posted part 1 last week. Here’s part two of Jim’s interview with Intouch Insight: —– In part-one of our interview, Jim – founder of Heart of the Customer and Certified Customer Experience Professional (CCXP) – provides many great insights for customer experience (CX) professionals looking to build a standout CX program across their organization. In part-two, Jim continues […]

Journey Mapping Best Practices

The Twin Cities Research Group (TCRG) asked Jean Fasching and me to present on Journey Mapping Best Practices. Jean is a HoC engagement lead with a strong research background, perfect for this audience. The agenda: Who we are Why journey mapping? What makes journey mapping successful? Case study: Meridian Health The presentation was given in-person, but the […]

Do airports care about CX? Should they?

A couple of years ago I had a layover in Philadelphia. Try as I might, I couldn’t find a good electrical outlet – the ones I could I find required sitting on the floor. Annoying. This led me to wonder: While it’s clearly a bad experience to be stuck for a few hours without a […]

Bringing the Voice of the Customer into CX Design – an Interview with Beth Berg

I met Beth Berg—a customer experience researcher—at a journey mapping round table at this year’s CXPA Insight Exchange, and really enjoyed her approach. So, I invited her to get together and discuss her approach, and she agreed. First, tell us a little bit about yourself and your work. My area of expertise is bringing the […]