expertise Archives

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Do B2B Better Conference

Learn about our annual B2B customer experience conference

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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

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

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

05/01/2019

How a 10-page Report Can Help You Win Your Customer

By Cathy McLane

Customer Immersion Phase for Journey Mapping

04/25/2019

May is (Journey) Mapping Month!

By Jim Tincher

Action Planning for Customer Journey Mapping

03/21/2019

Three Common Customer Journey Mapping Business Cases

By Jim Tincher

How Hard Is It to Be Your Customer Journey Mapping Book

03/12/2019

Introducing “How Hard Is It to Be Your Customer? Using Journey Maps to Drive Customer-Focused Change”

By Jim Tincher

03/05/2019

Ten B2B KPIs to Track, Starting Now (none are NPS) – Business KPIs

By Jim Tincher

02/12/2019

Interview with Marlanges Simar – Director of CX at Prime Therapeutics

By Jim Tincher

01/10/2019

Journeys are for Action, not Maps

By Jim Tincher

12/18/2018

Survivor Bias is a Big CX Measurement Risk

By Jim Tincher

11/12/2018

Journey mapping has become a must-have approach to customer experience

By Jim Tincher

09/21/2018

Trust: I Don’t Think Wells Fargo Gets it Yet

By Jim Tincher

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