Jim Tincher

Member Since: 1st Jul 2020

Bio

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.

Jim Tincher

Founder & CEO Heart of the Customer

20th Apr 2021

Why culture change must be the final step of CX transformation - not the first

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

Once you've started to drive CX success, how do you sustain it?

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

Pinpoint the quick wins that propel CX project momentum

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

Bust these three barriers - or fail to drive CX change

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

12th Jan 2021

How to enlist a volunteer army to drive CX change

One thing about being in CX – you’re unlikely to have a huge staff. Typically, that’s deliberate. CX doesn’t – and can’t! – own the entire...

Loyalty

2nd Dec 2020

How to craft a compelling CX vision that will drive change

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

How to secure executive-level support for CX change

You can’t create an improved customer experience without active executive support. The top barrier to customer experience (CX) initiatives...

Engagement

26th Oct 2020

No urgency, no action: How do you create a sense of urgency for CX change?

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

What change management can teach us about delivering successful CX programmes

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

What's the difference between a journey map and a customer experience map - and which do you need?

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

Why culture change must be the final step of CX transformation - not the first

Once you've started to drive CX success, how do you sustain it?

Pinpoint the quick wins that propel CX project momentum

Bust these three barriers - or fail to drive CX change

How to enlist a volunteer army to drive CX change

How to craft a compelling CX vision that will drive change

How to secure executive-level support for CX change

No urgency, no action: How do you create a sense of urgency for CX change?

What change management can teach us about delivering successful CX programmes

What's the difference between a journey map and a customer experience map - and which do you need?

4 steps to create a seamless customer experience

Pharmaceutical CRM fails due to lack of planning

NPS is still the best CX metric we have!

Latest resources