Mapper-In-Chief, Heart of the Customer CCW Infleuncer
Jim sees the world in a special way: through the eyes of
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 Buyand
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.
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.
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