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About Us
Learn about our mission, values, and team of experts
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
Build your CX roadmap, incite change, 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
Build your CX roadmap, incite change, 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
List
06/28/2023
The ADKAR Change Model and Customer Journey Maps
Jim Tincher
06/03/2022
Qualitative Research: Are Your Teams Up to the Task?
Nicole Newton
05/28/2021
Journey Mapping Mistakes to Avoid
Jim Tincher
05/08/2021
Backorder Issues: The High Cost of Reduced Inventory
Jim Tincher
More Reading For You
02/20/2020
Is IT the ‘It Factor’ for CCOs?
By Shawn Phillips
12/05/2019
Why 1 in 4 of You Will Lose Your Job in 2020
By Jim Tincher
09/19/2019
Make a Splash on CX Day
By Jim Tincher
03/12/2019
Introducing “How Hard Is It to Be Your Customer? Using Journey Maps to Drive Customer-Focused Change”
By Jim Tincher
02/22/2019
If All Customers are Important, You have a Bad B2B Customer Experience
By Jim Tincher
07/26/2018
CX + EX (Employee Experience) = Great Experiences
By Jim Tincher
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