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Customer Journey Mapping

We empower your cross-functional teams to hear from customers first-hand, learn the most important touchpoints along the customer journey, and make customer-focused change in your organization. 

Our Proprietary Approach

Discovery

We lay the groundwork for success by engaging your teams and stakeholders, so that when the maps are complete, your teams are ready to take action to reduce friction in the journey and improve your customer experience.

Customer Immersion

We lay the groundwork for success by engaging your teams and stakeholders, so that when the maps are complete, your teams are ready to take action to reduce friction in the journey and improve your customer experience.

Action

We lay the groundwork for success by engaging your teams and stakeholders, so that when the maps are complete, your teams are ready to take action to reduce friction in the journey and improve your customer experience.

Launch

We lay the groundwork for success by engaging your teams and stakeholders, so that when the maps are complete, your teams are ready to take action to reduce friction in the journey and improve your customer experience.

What’s new

How Hard Is It To Be Your Customer

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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Featured Case Study

Smart Start Ensured Journey Mapping Lead to Action

Smart Start Ensured Journey Mapping Lead to Action

Brainshark, a leading sales readiness platform provider, saw a 25% decrease in their customer’s time-to-value through initiatives driven from mapping their client’s implementation journe