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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
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
voice of the customer
06/28/2018
Stuck? Here are Three Ways to Gain CX Traction
By Jim Tincher
04/10/2018
Creating a CX Capability Interview – Part 2
By Jim Tincher
04/03/2018
Interview: Building a World-Class CX Capability
By Jim Tincher
03/29/2018
White Paper: Designing a World-Class CX Approach
By Jim Tincher
08/07/2017
Bringing the Voice of the Customer into CX Design – an Interview with Beth Berg
By Jim Tincher
06/29/2017
Three steps to create customer-focused change
By Jim Tincher
04/26/2017
You can’t have a customer journey map without a customer
By Jim Tincher
01/17/2017
The Value of Customer Relationship Management: An Interview With Dawn Mergenthaler
By Jim Tincher
12/12/2016
Interview with Bob Thomas of the YMCA: Confident Employees Make Satisfied Customers
By Jim Tincher
07/12/2016
Guest Post: We Hold These Truths: Implementing CX Governance
By Jim Tincher
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