Best practices Archives

About

About Us

Learn about our mission, values, and team of experts

X4 B2B Experience

Come with Heart of the Customer to Qualtrics X4!

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

Voice of the Customer Services

Connect operational decision-making with customer feedback

Results

Case Studies

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

CX Technology

Driving CX Culture Change

Employee Experience

Interviews with CX Experts

Metrics & ROI

Surveys & Feedback

Voice of the Customer

Books

Do B2B Better

Drive Growth Through Game-Changing Customer Experience

How Hard Is It To Be Your Customer?

Using Journey Mapping to Drive Customer-Focused Change

Speaking

Partners

About

About Us

Learn about our mission, values, and team of experts

X4 B2B Experience

Come with Heart of the Customer to Qualtrics X4!

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

Voice of the Customer Services

Connect operational decision-making with customer feedback

Results

Case Studies

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

CX Technology

Driving CX Culture Change

Employee Experience

Interviews with CX Experts

Metrics & ROI

Surveys & Feedback

Voice of the Customer

Books

Do B2B Better

Drive Growth Through Game-Changing Customer Experience

How Hard Is It To Be Your Customer?

Using Journey Mapping to Drive Customer-Focused Change

Speaking

Partners

02/12/2016

Customers Aren’t Rational — So Why Are We Designing Like They Are?

By Jim Tincher

11/19/2015

Proof That CX Pays

By Jim Tincher

10/21/2015

Guest Post: What does your retail pricing say about you?

By Jim Tincher

08/27/2015

Using Customer Experience-Savvy to Improve Your Candidate Experience

By Jim Tincher

08/19/2015

Interview with DST Health Solutions CXO Lisa Crymes: Creating a Multi-Layered Customer Advisory Board Approach

By Jim Tincher

07/01/2015

Reduce effort > Giving refunds

By Jim Tincher

11/20/2014

It’s time to get journey maps right

By Jim Tincher

09/05/2014

Thinking is bad

By Jim Tincher

01/15/2014

Creating a Customer Experience Capability – Interview with Mara Bain, Chief Experience Officer, Western National Insurance

By Jim Tincher

12/12/2013

Customer Journey Map Round Table Review

By Jim Tincher

Best practices

Stay updated with our insights.