About

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, & drive business impact

Closed Loop Feedback

Act on customer feedback and design customer-centric processes

Results

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

About

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, & drive business impact

Closed Loop Feedback

Act on customer feedback and design customer-centric processes

Results

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

October 2015 Quirks Magazine, with HotC article on journey mapping

Jim Tincher • 04/06/2016

Our Latest Thinking

What Is a Journey Health Score?

The Peak-End Rule’s Missing Piece

Will a Four-Day Workweek Boost EX & CX?

Do B2B Better

A game-changing customer experience strategy for B2B companies is finally here.

Learn More

Keep reading.

07/15/2022

What Is a Journey Health Score?

By Shawn Phillips

06/30/2022

The Peak-End Rule’s Missing Piece

By Jim Tincher

06/23/2022

Will a Four-Day Workweek Boost EX & CX?

By Jim Tincher

06/09/2022

Unsung Benefits of B2B Customer Journey Mapping

By Nicole Newton

October 2015 Quirks Magazine, with HotC article on journey mapping

October 2015 Quirks Magazine, with HotC article on journey mapping

Keep reading.

07/15/2022

What Is a Journey Health Score?

06/30/2022

The Peak-End Rule’s Missing Piece

06/23/2022

Will a Four-Day Workweek Boost EX & CX?

06/09/2022

Unsung Benefits of B2B Customer Journey Mapping

Stay updated with our insights.