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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

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

05/12/2021

Follow the Chain of CX Value to Drive Impact

By Jim Tincher

04/30/2021

Six Ways to Show B2B CX Value

By Jim Tincher

04/01/2021

One Size Fits All? Not for Metrics!

By Jim Tincher

02/18/2021

What Is a Living Journey Map?

By Shawn Phillips

Customer health dashboards are an effective CX tool.

01/27/2021

Customer Health Dashboard Tips

By Shawn Phillips

12/21/2020

2021: The Year of CX Data

By Jim Tincher

12/12/2020

What Can the CX Tech Stack Do for You?

By Shawn Phillips

11/20/2020

An Open Letter to My Friends in IT

By Shawn Phillips

07/15/2020

Chase Business Results, Not Survey Scores

By Jim Tincher

06/11/2020

Five Ways to Make Your Surveys Matter

By Jim Tincher

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