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
Build your CX roadmap, incite change, and drive business impact
Closed Loop Feedback
Act on customer feedback and design customer-centric processes
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
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
Contact Us
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
Build your CX roadmap, incite change, and drive business impact
Closed Loop Feedback
Act on customer feedback and design customer-centric processes
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
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
Contact Us
business kpi
02/07/2020
The “Why” Behind CX Pros’ Failure to Prove Business Results
Jim Tincher
12/05/2019
Why 1 in 4 of You Will Lose Your Job in 2020
Jim Tincher
10/10/2019
Don’t Ask How to Get Executives to Care About Your CX Program; Ask Instead How You Can Support Your Executives
Jim Tincher
03/06/2019
Ten B2B KPIs to Track Starting Now (none are NPS) – Employee-Rated and Survey Items
Jim Tincher
More Reading For You
03/05/2019
Ten B2B KPIs to Track, Starting Now (none are NPS) – Business KPIs
By Jim Tincher
02/22/2019
If All Customers are Important, You have a Bad B2B Customer Experience
By Jim Tincher
09/21/2018
Trust: I Don’t Think Wells Fargo Gets it Yet
By Jim Tincher
05/17/2018
The Top 10 Reasons Customer Journey Mapping Fails
By Jim Tincher
11/08/2016
Interview with Steve Eagon of Unitron: Creating a Great Patient Experience
By Jim Tincher
Stay updated with our insights
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Jim Tincher
