Meet Your Instructors
Influential industry consultants. Analytical truth-seekers. Passionate CX evangelists.
Ben London, CCXP
As Heart of the Customer’s CX Capabilities Lead, Ben’s passion is helping organizations become experience-centered. His comprehensive view of experience-centricity derives from his broad experience in corporate strategy, IT strategy, organizational readiness, user testing, operations, project management, sales, finance, hospitality, retail, market research, and customer experience.
He has developed and matured best-practice customer experience disciplines with B2B, B2C, and B2B2C organizations in manufacturing and banking.
Nicole Newton, CCXP
As Heart of the Customer’s CX Practice Lead, Nicole specializes in helping employees connect with customers, and bringing the true customer voice inside organizations to inform strategy. She helps clients use customer insights to prioritize experiences that drive customer loyalty, identify growth opportunities, and develop new products and services.
Previously, Nicole built customer experience and market insight programs at Thomson Reuters, a Fortune 500 organization.
Jim Tincher, CCXP
Heart of the Customer’s Founder and Mapper-in-Chief is a nationally-recognized CX consultant, trainer, author, and keynote speaker. Prior to founding Heart of the Customer in 2013, he led customer experience programs at Best Buy and UnitedHealth Group.
Jim was named one of Feedbackly’s “Ten Biggest Influencers in Customer Experience Around the World,” and was featured in “Nine Customer Experience Influencers to Start Following Now,” by Influencer Marketing.
Q & A
Answers to Your Workshop Questions
Do I have to have a project in mind to attend?
Absolutely not. We provide reality-based scenarios for you to practice your new skills, so you learn what you need to know to undertake a journey mapping project on your own. But if you do have a project in mind…
Can I work on my own journey mapping project during the workshop?
If you attend with your team (3-4 people), yes! In fact, we encourage it. However, in the interest of fairness, if you attend alone, you and your tablemates will develop a scenario we provide.
Can I get advice about my project, even I don’t attend with my team?
Yes! We offer a special opportunity only for attendees: on the day following the workshop, several two-hour time slots will be available for you to meet with one of your workshop leads for a private consultation to discuss your journey mapping project, or any other CX questions you may have. (Fee: $750)
What’s the schedule like?
Lively, engaging sessions run all day, but with plenty of breaks. One the first day, we host a continental breakfast and an evening social hour, so you’ll have plenty of time to get to know other participants, too.
What topics are covered?
Workshops include an introduction to when and how to use journey mapping, followed by seven topical modules: Discovery, Hypothesis Mapping, Customer Immersion, Analysis & Reporting, Map Design, Action Planning, and Driving Action.
Will this workshop help my career?
We offer workshop participants the option of obtaining a journey mapping credential by completing an online test soon after attending. A Certificate in Journey Mapping will be awarded to those who pass the test, recognizing your new skills and adding value to your resume.
