Customer Experience White Papers
Discover what our research reveals about mapping customer journeys.
We love to do our homework, and we don’t mind sharing. Learn how we found answers with these problem-solving guides.
Customer Experience White Papers
Driving Change Through Journey Maps
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.
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Designing a World-Class Customer Experience
Hear from two experts for the price of one! 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.
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How to Select a CX Platform for Maximum Impact
Learn how technological advancements in SaaS (software as a service) platforms can benefit your organization. These scalable CX solutions are making high-end capabilities more accessible and affordable, but you need to know which features to look for and which to avoid.
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How Journey Maps Can Help You Get Closer to Your Customers
In this cover article for Quirk’s, the marketing research magazine, Heart of the Customer founder Jim Tincher explains what journey maps are, how to create them, and how use them to identify and optimize opportunities to boost customer satisfaction and ROI.
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Aiming for the Hearts of Their Customers
The 11 interviews with customer experience leaders in this white paper offer fascinating insights into real-world situations, and the CX lessons that were learned. The interviews cover a variety of market sectors, from health care to haircuts, and a broad array of solutions. There’s something for everyone here.
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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.
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