About

About Us

Learn about our mission, values, and team of experts

Do B2B Better Conference

Learn about our annual B2B customer experience conference

Services

Customer Journey Mapping

Empower your teams to make customer-focused change

Journey Health Score

Show the health of the journey and measure improvements

Emotional North Star

Measure and design experiences for emotion

CX Program Consulting

Assess your program maturity, build your CX roadmap, and drive business impact

Closed Loop Feedback

Act on customer feedback and design customer-centric processes

Results

Results that focus on the outcomes you seek to bring ongoing success

White Papers & Reports

Resources to empower CX practitioners to tackle today's challenges

Blog

B2B Journeys (or B2B2C)

Customer Experience Vision

Customer Journey Mapping

Customer Personas

CX Program Strategy

Driving CX Culture Change

Employee Experience

Interviews with CX Experts

Surveys & Feedback

Voice of the Customer

Books

Drive Growth Through Game-Changing Customer Experience

How Hard Is It To Be Your Customer?

Using Journey Mapping to Drive Customer-Focused Change

About

About Us

Learn about our mission, values, and team of experts

Do B2B Better Conference

Learn about our annual B2B customer experience conference

Services

Customer Journey Mapping

Empower your teams to make customer-focused change

Journey Health Score

Show the health of the journey and measure improvements

Emotional North Star

Measure and design experiences for emotion

CX Program Consulting

Assess your program maturity, build your CX roadmap, and drive business impact

Closed Loop Feedback

Act on customer feedback and design customer-centric processes

Results

Results that focus on the outcomes you seek to bring ongoing success

White Papers & Reports

Resources to empower CX practitioners to tackle today's challenges

Blog

B2B Journeys (or B2B2C)

Customer Experience Vision

Customer Journey Mapping

Customer Personas

CX Program Strategy

Driving CX Culture Change

Employee Experience

Interviews with CX Experts

Surveys & Feedback

Voice of the Customer

Books

Drive Growth Through Game-Changing Customer Experience

How Hard Is It To Be Your Customer?

Using Journey Mapping to Drive Customer-Focused Change

Interview: Best Practices in Patient Experience

Jim Tincher • 07/13/2017

I was recently interviewed by Unitron Magazine on best practices in patient experience–check it out here: Unitron Magazine Heart of the Customer Interview

Our Latest Thinking

<img width="300" height="169" src="https://heartofthecustomer.com/wp-content/uploads/2024/07/4.4.24-Webinar-Banner_Generic1-300x169.png" class="" alt="" decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2024/07/4.4.24-Webinar-Banner_Generic1-300x169.png 300w, https://heartofthecustomer.com/wp-content/uploads/2024/07/4.4.24-Webinar-Banner_Generic1-1030x579.png 1030w, https://heartofthecustomer.com/wp-content/uploads/2024/07/4.4.24-Webinar-Banner_Generic1-768x432.png 768w, https://heartofthecustomer.com/wp-content/uploads/2024/07/4.4.24-Webinar-Banner_Generic1-1536x864.png 1536w, https://heartofthecustomer.com/wp-content/uploads/2024/07/4.4.24-Webinar-Banner_Generic1.png 1600w" sizes="(max-width: 300px) 100vw, 300px" />

What is a Customer Journey Map?

<img width="300" height="187" src="https://heartofthecustomer.com/wp-content/uploads/2024/07/2-e1720739931313-300x187.png" class="" alt="" decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2024/07/2-e1720739931313-300x187.png 300w, https://heartofthecustomer.com/wp-content/uploads/2024/07/2-e1720739931313-1030x642.png 1030w, https://heartofthecustomer.com/wp-content/uploads/2024/07/2-e1720739931313-768x478.png 768w, https://heartofthecustomer.com/wp-content/uploads/2024/07/2-e1720739931313.png 1445w" sizes="(max-width: 300px) 100vw, 300px" />

The Maturity Model Advantage

<img width="300" height="200" src="https://heartofthecustomer.com/wp-content/uploads/2024/06/MF_Collection-1399x933-1-300x200.jpg" class="" alt="" decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2024/06/MF_Collection-1399x933-1-300x200.jpg 300w, https://heartofthecustomer.com/wp-content/uploads/2024/06/MF_Collection-1399x933-1-1030x687.jpg 1030w, https://heartofthecustomer.com/wp-content/uploads/2024/06/MF_Collection-1399x933-1-768x512.jpg 768w, https://heartofthecustomer.com/wp-content/uploads/2024/06/MF_Collection-1399x933-1.jpg 1399w" sizes="(max-width: 300px) 100vw, 300px" />

The Secrets to AGCO’s CX Success

Do B2B Better

A game-changing customer experience strategy for B2B companies is finally here.

Keep reading.

<img width="300" height="169" src="https://heartofthecustomer.com/wp-content/uploads/2024/07/4.4.24-Webinar-Banner_Generic1-300x169.png" class="" alt="" decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2024/07/4.4.24-Webinar-Banner_Generic1-300x169.png 300w, https://heartofthecustomer.com/wp-content/uploads/2024/07/4.4.24-Webinar-Banner_Generic1-1030x579.png 1030w, https://heartofthecustomer.com/wp-content/uploads/2024/07/4.4.24-Webinar-Banner_Generic1-768x432.png 768w, https://heartofthecustomer.com/wp-content/uploads/2024/07/4.4.24-Webinar-Banner_Generic1-1536x864.png 1536w, https://heartofthecustomer.com/wp-content/uploads/2024/07/4.4.24-Webinar-Banner_Generic1.png 1600w" sizes="(max-width: 300px) 100vw, 300px" />

07/12/2024

What is a Customer Journey Map?

By Jim Tincher

<img width="300" height="187" src="https://heartofthecustomer.com/wp-content/uploads/2024/07/2-e1720739931313-300x187.png" class="" alt="" decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2024/07/2-e1720739931313-300x187.png 300w, https://heartofthecustomer.com/wp-content/uploads/2024/07/2-e1720739931313-1030x642.png 1030w, https://heartofthecustomer.com/wp-content/uploads/2024/07/2-e1720739931313-768x478.png 768w, https://heartofthecustomer.com/wp-content/uploads/2024/07/2-e1720739931313.png 1445w" sizes="(max-width: 300px) 100vw, 300px" />

07/11/2024

The Maturity Model Advantage

By Jim Tincher

<img width="300" height="200" src="https://heartofthecustomer.com/wp-content/uploads/2024/06/MF_Collection-1399x933-1-300x200.jpg" class="" alt="" decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2024/06/MF_Collection-1399x933-1-300x200.jpg 300w, https://heartofthecustomer.com/wp-content/uploads/2024/06/MF_Collection-1399x933-1-1030x687.jpg 1030w, https://heartofthecustomer.com/wp-content/uploads/2024/06/MF_Collection-1399x933-1-768x512.jpg 768w, https://heartofthecustomer.com/wp-content/uploads/2024/06/MF_Collection-1399x933-1.jpg 1399w" sizes="(max-width: 300px) 100vw, 300px" />

06/21/2024

The Secrets to AGCO’s CX Success

By Jim Tincher

04/29/2024

From Vision to Execution: Building Your Customer Experience Dream Team

By Jared Tincher

Stay updated with our insights.

Stay updated with our insights.