Jim Tincher, CCXP, is a nationally recognized customer experience expert, journey mapper, author, and speaker. He led customer experience programs at Best Buy and UnitedHealth Group before launching his innovative CX consultancy, Heart of the Customer
, to help start-ups to Fortune 50 organizations use voice of the customer research to improve loyalty, manage journeys, and boost revenue. His book, How Hard Is It to Be Your Customer?
, is considered a must-read for CX-focused leaders.