Customer Experience Resources

Learn CX and customer journey best practices

This collection of customer experience resources will give you the information you need to understand, manage, and measure the impact CX has on all aspects of your business.

White Papers | Case Studies | Book | Webinars | CX Blog

In 2020, it’s critical for customer experience professionals to demonstrate how their work impacts business outcomes. This white paper will show you how to select the right method to calculate the ROI of your CX program, and who to turn to for the data and assistance you’ll need to make a compelling case. Now is the time to prove to your leadership what those of us in CX already know: Focusing on customers drives business value.

In 2020, it’s critical for customer experience professionals to demonstrate how their work impacts business outcomes. This white paper will show you how to select the right method to calculate the ROI of your CX program, and who to turn to for the data and assistance you’ll need to make a compelling case. Now is the time to prove to your leadership what those of us in CX already know: Focusing on customers drives business value.

y: In the Hands of a Change Maker A Journey Map Is Only as Good as What You Do With It. “If we don’t make them successful in their first year, then we have failed. But if they’re seeing value and ROI from the solution during that first year, it significantly increases their likelihood to renew.” – Karin Moffett, VP of Customer Care

A customer journey map is the cornerstone of an effective customer experience program. But there’s no “standard” map to rely on, because there’s no “standard” customer experience. So how can you make sure your map will be effective, actionable, and attractive…and get results? Join Jim Tincher and Nicole Newton for a webinar exploring the key map elements that will help you gain buy-in from leadership, drive innovation and experience improvement, and achieve your financial goals.

Journey maps are extremely valuable tools. They provide key insights into the thoughts and feelings of customers during their interactions with your company, and they point the way toward cost-effective solutions to problem areas. But like any tool, they won’t do you much good if you take them home and stash them in a drawer.

Successful journey maps drive customer-focused change by identifying new ways to delight customers, reduce costs to serve, and increase revenue. Yet more than two-thirds fail to achieve those goals. Why? Because they generate ideas, but don’t lead to action. Don’t let your project meet that fate! We created our Five Question Framework to ensure successful results. It begins by making sure you build on a strong foundation. (We require each of our clients to work through these questions before launching their initiatives!) Learn about each of these critical questions and how they impact the outcome to fortify your efforts to drive ROI.

How the YMCA Used Journey Mapping to Boost Member Retention After an attempt to enhance customer experience using Six Sigma fell short, the YMCA of the Greater Twin Cities turned to journey mapping.

We surveyed more than 100 CX professionals to capture a snapshot of the current state of journey mapping. Find out what they had to say about metrics, methodology, map styles, and more. This white paper is packed with useful charts, figures, and other stats that show what works and what doesn’t for journey mapping practitioners in today’s marketplace.

Journey Mapping Case Study In B2B transactions with large companies, it’s all too easy to forget that no matter how big (or even faceless) a company might seem, individual decisions are still made by individuals, just as surely as if it were a mom-and-pop shop up the street. Journey mapping is the perfect tool to explore the thoughts, feelings, and motivations of those individuals, to boost sales and enhance business relationships.

Heart of the Customer founder Jim Tincher partners with fellow customer experience thought leader Kate Kompelien to co-author this useful guide to understanding what CX is, why it matters, and how you can transform your organization by designing a customer-focused strategy.

We wrote the book on journey mapping. Literally.

Learn how it can transform the way you do business.

How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change, by Heart of the Customer’s Jim Tincher and Nicole Newton, shows you how to create journey maps that get results.
Learn more about the book >

Customer Experience Blog

Not Making CX Progress? Start Saying No

August 14, 2020

Too many customer experience (CX) programs get stuck. Stuck…

To Spur Action, Create a Sense of Urgency

August 6, 2020

I wrote last week about the importance of change management…

CX Needs Change Management

July 31, 2020

You probably moved into customer experience (CX) because of a…

Experiences Designed for Everybody Satisfy Nobody

July 22, 2020

In my role as Heart of the Customer’s mapper-in-chief, I get…

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