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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

02/07/2018

Designing Customer Journey Maps: An Interview with Kris LaFavor

By Jim Tincher

03/01/2017

Buying Models Frame Your Customer Experience Approach

By Jim Tincher

01/12/2017

Two-thirds of all journeys maps fail to drive change. Don’t be a statistic.

By Jim Tincher

12/02/2016

It Takes a Broad Team to Improve Customer Journeys

By Jim Tincher

07/25/2016

Journey Mapping Design – the 5 Design Principles that will enable your journey map to drive change

By Jim Tincher

07/07/2016

The best (and worst) uses of journey mapping workshops

By Jim Tincher

06/01/2016

Interview with Jim Kalbach

By Jim Tincher

11/20/2014

It’s time to get journey maps right

By Jim Tincher

09/11/2014

How does customer experience pay? Check out your portfolio

By Jim Tincher

07/23/2014

Reimagining Journey Map Design

By Jim Tincher

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