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
Day in the life
06/13/2021
Revealing Change Makers’ Secrets
Jim Tincher
05/21/2021
Lessons From a Change Maker
Jim Tincher
05/12/2021
Follow the Chain of CX Value to Drive Impact
Jim Tincher
02/03/2020
I Got Great Service From CenturyLink – Eventually!
Shawn Phillips
More Reading For You
08/15/2019
Reduct: A Great Tool for Sharing Your Customers’ Videos
By Jim Tincher
08/08/2019
Video Interviews=CX Impact
By Jim Tincher
07/01/2019
Is Your Customer Experience Program Making Your Customer Experience Worse?
By Jim Tincher
05/16/2019
Report from Day 2 of the CXPA Insight Exchange
By Jim Tincher
02/12/2019
Interview with Marlanges Simar – Director of CX at Prime Therapeutics
By Jim Tincher
09/21/2018
Trust: I Don’t Think Wells Fargo Gets it Yet
By Jim Tincher
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