March 5-6, 2019

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Jim Tincher

Mapper-In-Chief, Heart of the Customer

Jim is the author of How Hard Is It to Be Your Customer: Using Journey Mapping to Drive Customer-Focused Change.

His fascination with customer experience led him to become a Certified Customer Experience Professional, only the second in the world. He also has served as an adjunct instructor at the Carlson School of Management at the University of Minnesota. Jim was named one of Feedbackly’s 10 Biggest Influencers in Customer Experience Around the World and was featured in 9 Customer Experience Influencers to Start Following Now by Influencer Marketing.

Sessions from Jim Tincher:

Many Journey Maps Fail. Don’t Be a Statistic.

Journey-mapping is the best practice to understand how your customers view their experience; Forrester reports that 88 percent of customer experience (CX) professionals are mapping customer journeys and Temkin Group [...]


Wednesday | 8:30-9:00 | Room 5