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
health care
10/10/2017
Behavioral Economics Explains Why Your Surveys are Flawed
By Jim Tincher
07/13/2017
Interview: Best Practices in Patient Experience
By Jim Tincher
05/31/2017
Select the right type of map to drive the right kind of change
By Jim Tincher
01/31/2017
Case Study: Journey Mapping Unleashes the Power of People
By Jim Tincher
11/08/2016
Interview with Steve Eagon of Unitron: Creating a Great Patient Experience
By Jim Tincher
08/16/2016
Four steps to build an improved B2C customer experience
By Jim Tincher
05/16/2016
Read More: Mapping Experiences by Jim Kalbach
By Jim Tincher
02/12/2016
Customers Aren’t Rational — So Why Are We Designing Like They Are?
By Jim Tincher
08/19/2015
Interview with DST Health Solutions CXO Lisa Crymes: Creating a Multi-Layered Customer Advisory Board Approach
By Jim Tincher
08/07/2014
Go analog to create customer empathy with a customer experience room
By Jim Tincher
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