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 his innovative customer experience consultancy, Heart of the Customer, in 2013. In the years since, he has helped all kinds of companies boost revenue and reduce costs by increasing customer engagement.
Jim’s authoritative book on journey mapping, How Hard Is It to Be Your Customer? is a must-read for anyone who wants to reap the benefits of driving customer-focused change within their organization. And his proprietary journey mapping process – detailed in the book – set the bar for best practices in the industry and is widely emulated.
Bringing customers’ experience to life through journeys is all about storytelling, and Jim has honed those skills over decades, resulting in audiences that come away from his presentations feeling energized, entertained, and informed. He educates and motivates groups across a variety of business sectors through compelling stories and relatable real-world examples, conveying complex concepts in an easy-to-understand, engaging style.
Jim is a Certified Customer Experience Professional (CCXP), only the second person to ever earn the designation. (There are now thousands of CCXPs worldwide.) He also served as an adjunct instructor at the Carlson School of Management at the University of Minnesota, where he previously earned his master’s in business administration. Prior to launching Heart of the Customer, Jim led customer engagement initiatives at Best Buy and UnitedHealth Group. He also writes Heart of the Customer’s popular CX blog.
Engati, CX Magazine, CustomerGuru, Feedspot, MyCustomer, Netomi, LitmusWorld, LiveHelpNow, SupportBee, Feedbackly, Influencer Marketing, and Capterra, among others, have named Jim a customer experience influencer to follow.