Meet Jim

Jim 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, HoC’s dedicated team of CX professionals has helped companies of all sizes increase customer engagement. HoC can transform your business, help you map your customer journeys from the emotional highs to frustrating lows, and determine the metrics that matter to measure your unique customer relationships.

Dedicated to asking the right questions

Prior to launching the company, Jim led customer engagement initiatives at Best Buy and UnitedHealth Group. Over decades, he has honed his expertise, continually finding new ways to harness the voice of the customer to identify unmet needs, develop new products, and improve customer service. HoC’s journey maps and proprietary processes set the bar for best practices and are emulated throughout the industry. These powerful tools are designed with one simple goal: increasing customer loyalty. Nationwide, clients ranging from start-ups to Fortune 500 companies are seeing customer-focused results.

Eager to share the answers

Jim’s fascination with customer experience led him to become a Certified Customer Experience Professional (CCXP), only the second in the world to earn such a designation. He is also an active member of the Customer Experience Professionals Association (CXPA), serving as a CX Expert, providing advice to members worldwide. He also served as an adjunct instructor at the Carlson School of Management at the University of Minnesota, where he previously earned his master’s in business administration.

As an experienced trainer and journey mapping keynote speaker, Jim frequently hosts workshops and addresses organizations across a variety of business sectors. He also writes Heart of the Customer’s popular CX blog.

Jim was named one of Feedbackly’s “Ten Biggest Influencers in Customer Experience Around the World,” and was featured in “Nine Customer Experience Influencers to Start Following Now” by Influencer Marketing.