Member Since: 1st Jul 2020
Jim Tincher, CCXP, is a nationally recognized customer experience expert, journey mapper, author, speaker, and entrepreneur.
Heart of the Customer, the cutting-edge CX consultancy he founded, empowers companies to achieve sustainable growth, reduce costs, and increase revenue by driving customer-focused change, improving customer loyalty, and optimizing customer journeys.
Jim's authoritative guide to journey mapping, How Hard Is It to Be Your Customer?, is considered a must-read for CX-focused leaders. His next book, Do B2B Better: Drive Growth Through Game-Changing Customer Experience, is now available for pre-order.
CustomerThink, Engati, SupportBee, Feedspot, Influencer Marketing, LitmusWorld, and many others have named Jim a customer experience influencer to follow.
Founder & CEO Heart of the Customer
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
24th Sep 2020
You probably moved into customer experience (CX) because of a passion for customers. You chose this space because you know that if you can...Loyalty
30th Jul 2020
At Heart of the Customer, we’re known for creating world-class journey maps. But sometimes, it’s not a journey that you need to map. When a...Engagement