Customer Experience 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

01/12/2017

Two-thirds of all journeys maps fail to drive change. Don’t be a statistic.

By Jim Tincher

01/04/2017

Building a customer room at Prudential – an interview with Jason Kapel

By Jim Tincher

12/21/2016

Help your B2B clients, help yourself

By Jim Tincher

12/12/2016

Interview with Bob Thomas of the YMCA: Confident Employees Make Satisfied Customers

By Jim Tincher

12/02/2016

It Takes a Broad Team to Improve Customer Journeys

By Jim Tincher

11/08/2016

Interview with Steve Eagon of Unitron: Creating a Great Patient Experience

By Jim Tincher

10/19/2016

Eight Ways to Build Customer Empathy

By Jim Tincher

09/19/2016

What is the Most Important Contact Center Metric?

By Jim Tincher

09/13/2016

Just because your customers say it isn’t important doesn’t make it so

By Jim Tincher

08/16/2016

Four steps to build an improved B2C customer experience

By Jim Tincher

Customer Experience

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