Customer Experience Webinars

On-demand lessons about CX best practices and journeys

Learn at your leisure with CX thought leaders who show you how to reduce friction in journeys, design actionable initiatives that get results, and measure the ROI of your CX program.

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.

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.

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.

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 >

Contact Heart of the Customer

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Customer Experience Webinars

On-demand lessons about CX best practices and journeys

We wrote the book on journey mapping. Literally.

Learn how it can transform the way you do business.

Contact Heart of the Customer

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