Member Since: 1st Jul 2020
Jim sees the world in a special way: through the eyes of customers.
With a lifelong passion for customer experience, Jim founded Heart of the Customer to help companies of all sizes increase customer engagement. Before launching the company, Jim led customer engagement initiatives at Best Buy and UnitedHealth Group. In the process, he became an expert in using Voice of the Customer research to identify unmet needs, develop new products and improve customer service. His Heart of the Customer Journey Maps™ are a powerful tool designed with one simple goal: customer loyalty. Customers ranging from start-ups to Fortune 500 companies use his processes to improve customer-focused results.
His fascination with customer experience led him to test himself by becoming a Certified Customer Experience Professional, only the second in the world to earn such a designation. He also has served as an adjunct instructor at the Carlson School of Management at the University of Minnesota. He is an active member of the Customer Experience Professionals Association (CXPA), serving as one of their CX Experts, providing advice to members worldwide.
Mapper-In-Chief Heart of the Customer
20th Sep 2021
’ll get right to the point: change management is cheaper than bribing employees. It’s more effective, too. The CEO of a client organisation...Voice of the Customer
26th May 2021
After more than 150 hours of interviewing CX leaders – and surveying 200+ more! – it’s clear that one thing separates the best from the...Loyalty
20th Apr 2021
There’s no doubt about it – culture change is sexy. So sexy, that it’s where most customer experience programmes focus. But starting with...Engagement
30th Mar 2021
We’re in the homestretch of my series on how to apply John Kotter ’s change management work to customer experience! The penultimate seventh...Loyalty
3rd Mar 2021
I’ve been writing about how to apply John Kotter ’s change management work to CX. This week, I’ll tackle Step Six: Generate Short-Term Wins...Loyalty
8th Feb 2021
On our continuing journey exploring John Kotter’s 8 Steps to Accelerate Change and how you can apply them to the CX world, we have reached...Loyalty
2nd Dec 2020
Rallying your teams to move to a more customer-focused approach requires letting them know what needs to be done. And nothing is more...Engagement
12th Nov 2020
You can’t create an improved customer experience without active executive support. The top barrier to customer experience (CX) initiatives...Engagement
26th Oct 2020
I wrote recently about the importance of change management for customer experience (CX) programmes, using John Kotter’s model . This post...Engagement