Something different. I was recently interviewed by Netscout as part of their Expert Interview Series for CIO Brief. A copy is below. Enjoy!
Jim Tincher is the Mapper-In-Chief of HEART OF THE CUSTOMER, where he helps brands understand how hard it is to be their customer. We recently asked for his insight on how businesses can better know their customers and improve their customer experience. Here’s what he shared:
Can you tell us about the mission behind Heart of the Customer? What are your goals?
Our mission is to help change agents transform their organization to fully internalize the voice of their customer and to drive action against that. Our goals are to provide those change agents with the call to action needed to drive change.
How has the way brands engage with customers evolved since you launched your business?
Customer experience is now being taken more seriously. In the last few years we have seen the rise of the customer experience (CX) organization, charged with driving the company to build a customer-centric approach. However, we’re still at a fairly early stage, so methodologies are not yet robust. We’re in a very exciting time, as we are building the tools that will become the standard. Read more