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

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.

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 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.

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 White Papers

Discover what our research reveals about mapping customer journeys.

We wrote the book on journey mapping. Literally.

Learn how it can transform the way you do business.

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