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
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
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
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
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
CX Tools
08/27/2021
CX Needs Change Management
Jim Tincher
04/02/2020
Understand Your Employees’ Current-State Journey
Jim Tincher
02/20/2020
Is IT the ‘It Factor’ for CCOs?
Shawn Phillips
01/22/2020
Press Release: Heart of the Customer and Usermind Partner to Accelerate CX Innovation for Enterprises
Jim Tincher
More Reading For You
01/09/2020
When CX Is a Matter of Life or Death
By Jim Tincher
11/21/2019
Turbocharge Your Journey Map
By Jim Tincher
08/15/2019
Reduct: A Great Tool for Sharing Your Customers’ Videos
By Jim Tincher
11/28/2018
Move to the Top Levels of the Gartner CX Pyramid with Journey Mapping
By Jim Tincher
08/01/2018
NPS Pop-Ups—Low-Cost, Yet Low-Quality
By Heart of the Customer Guest
04/10/2018
Creating a CX Capability Interview – Part 2
By Jim Tincher
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