As Heart of the Customer’s Mapper-in-Chief, Jim sees the world in a special way: through the eyes of customers.
With a lifelong passion for customer experience, Jim founded Heart of the Customer to help companies of all sizes increase customer engagement. Before launching the company, Jim led customer engagement initiatives at Best Buy and UnitedHealth Group. Heart of the Customer’s Journey Maps™ are a powerful tool designed with one simple goal: customer loyalty.
His fascination with customer experience led him to test himself by becoming a Certified Customer Experience Professional, only the second in the world. He is an active member of the Customer Experience Professionals Association (CXPA), serving as one of their CX Experts, providing advice to members worldwide. 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.