Jim sees the world in a special way: through the eyes of customers.
This lifelong passion for customer experience, and a thirst for knowledge, led him to found Heart of the Customer, where he’s built a dedicated team of CX professionals that helps companies of all sizes increase customer engagement.
Prior to launching the company, Jim led customer engagement initiatives at Best Buy and UnitedHealth Group. Over decades, he has honed his expertise, continually finding new ways to harness the voice of the customer to identify unmet needs, develop new products, and improve customer service. HoC’s journey maps and proprietary processes set the bar for best practices, and are emulated throughout the industry. These powerful tools are designed with one simple goal: increasing customer loyalty. Nationwide, clients ranging from start-ups to Fortune 500 companies are seeing customer-focused results.
Jim’s fascination with customer experience led him to become a Certified Customer Experience Professional, only the second in the world to earn such a designation. He is also an active member of the Customer Experience Professionals Association (CXPA), serving as a CX Expert, providing advice to members worldwide. He also served as an adjunct instructor at the Carlson School of Management at the University of Minnesota.
As an experienced trainer and engaging keynote speaker, Jim frequently hosts workshops and addresses organizations across a variety of business sectors. He also writes a popular CX blog, and his new book, How Hard Is It to Be Your Customer?, co-authored with business associate Nicole Newton, will be released in May.
Jim was named one of Feedbackly’s “Ten Biggest Influencers in Customer Experience Around the World,” and was featured in “Nine Customer Experience Influencers to Start Following Now” by Influencer Marketing.