Jim’s lifelong passion for customer experience (CX) led him to found his journey mapping and CX consulting firm, Heart of the Customer (HoC). HoC’s journey maps and proprietary processes set the bar for best practices and are emulated throughout the industry.

Jim holds a CCXP, serves on the CXPA Board of Directors, and has been an adjunct instructor at the Carlson School of Management at the University of Minnesota. He is an experienced trainer and CX keynote speaker, the author of Do B2B Better, and the co-author of How Hard Is It to Be Your Customer?

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