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
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
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
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
choosing a journey
10/12/2023
Customer Experience Map or Journey Map?
Jim Tincher
02/13/2020
When Eating the Elephant, Don’t Boil the Ocean
Jim Tincher
06/27/2019
What You “Know” About Your Customers Probably Isn’t True
Jim Tincher
05/01/2019
How a 10-page Report Can Help You Win Your Customer
Cathy McLane
More Reading For You
04/29/2019
How Journey Mapping Differs from Traditional Market Research
By Jim Tincher
04/16/2019
The Most Important Question: Who’s on your Journey Mapping Team?
By Jim Tincher
03/12/2019
Introducing “How Hard Is It to Be Your Customer? Using Journey Maps to Drive Customer-Focused Change”
By Jim Tincher
11/13/2018
We still have challenges navigating trade-offs when deciding what to map.
By Jim Tincher
01/12/2017
Two-thirds of all journeys maps fail to drive change. Don’t be a statistic.
By Jim Tincher
07/25/2016
Journey Mapping Design – the 5 Design Principles that will enable your journey map to drive change
By Jim Tincher
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