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Learn about our annual B2B customer experience conference
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Customer Journey Mapping
Empower your teams to make customer-focused change
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Show the health of the journey and measure improvements
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Measure and design experiences for emotion
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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
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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
healthcare
10/12/2023
Customer Experience Map or Journey Map?
Jim Tincher
01/08/2021
Fun Read/Flawed Approach (Book Review)
Jim Tincher
10/06/2020
CX Day Topic: How to Become a Trusted Advisor
Jim Tincher
07/22/2020
Experiences Designed for Everybody Satisfy Nobody
Jim Tincher
More Reading For You
01/07/2020
Creating a Customer-Centric Agency at the Department of Veterans Affairs (VA)
By Jim Tincher
03/09/2016
Creating a “Heart-Wired” organization – an interview with Chrisie Scott, VP Marketing at Meridian Health
By Jim Tincher
07/23/2014
Reimagining Journey Map Design
By Jim Tincher
01/16/2014
Serving Diverse Customers – an Interview with Ghita Worcester, Senior Vice-President of Public Affairs and Marketing, UCare
By Jim Tincher
11/26/2013
Customer-Based Capabilities – Focus on the Journey
By Jim Tincher
10/30/2013
Real-World Stories of Creating Customer Intelligence
By Jim Tincher
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