Artwork for podcast Be Customer Led
Jim Tincher on the evolution of customer journey mapping and journey tech
Episode 16 • 10th November 2021 • Be Customer Led • Bill Staikos
00:00:00 00:35:03

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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).

Transcripts

Jim Tincher, Heart of the Customer

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