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
design thinking
02/07/2020
The “Why” Behind CX Pros’ Failure to Prove Business Results
By Jim Tincher
01/07/2020
Creating a Customer-Centric Agency at the Department of Veterans Affairs (VA)
By Jim Tincher
12/20/2019
Why You Should Know How to Journey Map
By Ben London
12/05/2019
Why 1 in 4 of You Will Lose Your Job in 2020
By Jim Tincher
11/21/2019
Turbocharge Your Journey Map
By Jim Tincher
11/07/2019
Ideas are Your Fuel for an Improved CX
By Jim Tincher
10/31/2019
Good CX = Great Business Case
By Jim Tincher
10/24/2019
In CX, Relationships Matter
By 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
By Jim Tincher
08/22/2019
The Bots are Coming!
By Jim Tincher
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