Jim Tincher is Founder, CEO and Journey Mapper-in-Chief at Heart of the Customer, a consultancy he started over eight years ago.
Jim and I first met in the lobby at Chase Bank’s HQ in NYC many moons ago, and boy is he an impressive guy.
Jim is my go-to for anything to do with customer journeys or the journey tech-stack; there is nobody out there more knowledgeable on these topics!
On this episode of Be Customer Led, Jim and I cover:
- The importance of journey mapping as part of a broader Customer Experience agenda
- Journey best practices, and worst practices
- How he is seeing leading companies organize around the customer journey vs. the product or function
- The Journey Tech Stack including Journey Analytics and Journey Orchestration
An awesome show with an industry veteran, a class act, and hands-down the world’s leading authority on customer journeys (IMHO).
Transcript
Jim Tincher, Heart of the Customer
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