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We had a keynote from Geeta Wilson, a great sharing from Foot Locker, and said good-bye to the CXPA’s rock Lesley Lykins. HoC team members Ben London and Diane McManman and I posed with her as we said good-bye.

The post Report from Day 2 of the CXPA Insight Exchange appeared first on Heart of the Customer.

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Jim checks in after Day 1 of the CXPA’s annual Insight Exchange, where he is this year’s host. It includes information about story-telling, Ian Golding, and AirBNB.

The post Report from Day 1 of the CXPA’s Insight Exchange appeared first on Heart of the Customer.

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The Heart of the Customer blog is a place where we share our insights on journey mapping, offer best practices based on our experiences, and share CX practitioner interviews – and we don’t normally place promotional items here. We are making an exception this week; as Jim Tincher and I prepare to release our journey mapping book this month, we want to get the word out about a new Heart […]

The post Two Days to Journey Mapping Mastery appeared first on Heart of the Customer.

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This post, written by Heart of the Customer B2B Practice Lead Nicole Newton, is the third in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are […]

The post Are You Ready for Your Close Up? Using Video to Bring the Customer Experience to Life appeared first on Heart of the Customer.

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This post, written by Heart of the Customer Program Manager Cathy McLane, is the second in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are better […]

The post How a 10-page Report Can Help You Win Your Customer appeared first on Heart of the Customer.

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This post, written by Heart of the Customer Project Manager Corey Pawlak, is the first in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are better […]

The post How to Recruit and Interview B2B Customers for your Customer Journey Mapping Project appeared first on Heart of the Customer.

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We find a lot of confusion in the marketplace around journey mapping. Some think that journey mapping is just a workshop where you take all the people who created your broken, siloed experience, give them Post-It Notes, and Bam! You have a journey map. Others go the opposite direction, considering journey mapping to be traditional […]

The post How Journey Mapping Differs from Traditional Market Research appeared first on Heart of the Customer.

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We’re celebrating Mapping Month in a big way, and I hope you can join us. We’ll have events both in-person and online, to share the journey mapping best practices outlined in our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. Next week we’ll kick off the fun […]

The post May is (Journey) Mapping Month! appeared first on Heart of the Customer.

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Note: We’re celebrating the upcoming launch of our new book, “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton. In the book, we introduce five journey mapping questions to answer as you launch your customer journey mapping effort. First, Jim […]

The post The Most Important Question: Who’s on your Journey Mapping Team? appeared first on Heart of the Customer.

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Note: We’re celebrating the upcoming launch of our new book, “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief, Jim Tincher and B2B Practice Lead, Nicole Newton. In the book, we introduce five journey mapping questions to answer as you launch your customer journey mapping effort.  Three weeks […]

The post Collecting Information About Your Customer’s Journey: What’s the Right Approach? appeared first on Heart of the Customer.

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