Learn from the experts how to build a CX practice that generates results
From over 150 hours of interviews with customer experience and executive leaders, we developed the Journey Experience (JX) framework as your roadmap to creating experiences both your customers and shareholders will love.
Understanding your customers, their needs, and which journeys are critical to your success enables you to create a successful journey-focused improvement strategy.
Best-in-class Customer Journey Mapping
Customer Journey Mapping Training
Voice of the Customer Program Strategy
Closed-Loop Customer Feedback Implementation
Collecting, analyzing, and socializing both business and customer data leverages the power of Measurement to monitor and fuel continual journey improvements.
Customer Health Dashboards
Determining Initiative ROI
Building a solid Ownership infrastructure provides the accountability and authority needed to guide progress and ensure better journey outcomes.
Customer Experience Function & Governance
Journey Ownership Program Development
JX Mentorship Program
Adopting change management and design thinking principles keeps your teams focused on evolving customer needs to spur ongoing, collaborative journey Innovation.
Customer Experience Vision Creation
Future State Journey Design
Service Blueprint Implementation
CX Improvement Initiative Design and Execution
Utilizing technology to Orchestrate your critical journeys lets you target, test, and transform your initiatives in real time to satisfy customers wherever they are in the journey.
Journey Analytics & Orchestration Strategy
Journey Experience Mentorship
What It’s Like to Work With Us
If you’re looking for journey mapping help then Jim and his team at Heart of the Customer are the best!
Daniel FutterChief Commercial Officer at Dow Manufacturing
Not only do they do great work on the projects you are working with them, but they also teach you to do journey mapping on your own so you feel enabled and empowered to talk to your customers and build journey maps and drive action from those journey maps without having anybody else there to help you.
Angelica BonacciDirector, Market and Customer Insights, Global Financial Services company
Jim has been an awesome person to consult with on anything that I’ve needed related to customer experience not just the design aspects of CX but taking action on what we’ve learned.… Jim remains my ‘go-to’ person for when I get stuck.
They challenge us, they give us thought-provoking questions, and really they make us better people. We couldn’t have been where we are today without their help.
Andrea Krohnberg, CCXPGlobal Director, Talent Insights & Experience, Kelly Services
Going through the Heart of the Customer process is critical for anyone thinking about journey mapping. Partnering with experts in the field who are familiar with how to get best results, and who provide advice from beginning to end, made a big difference. We knew we were in good hands. We’ve worked on other large-scale projects with other suppliers, but this was by far the best experience for us. I really appreciate all the hard work Jim and the Heart of the Customer team put in.
The map is great for a snapshot of what things look like at one point in time and we have it posted on our wall here in our corporate headquarters. But it’s only as good as what you do with it.
I’m always pushing the ‘think about the customer experience’ mentality. We have always focused on it – that’s why we invested in this – but it is possible to lose that focus along the way. Going through journey mapping has helped us reinforce the customer experience as one of the top focuses in the organization and across the leadership team.