Is experience a key ingredient of great CX leadership? Malcolm Gladwell said that to be successful in a domain, you need 10k hours of practice. But not for successful customer experience leadership, says @jimtincher. #custexp

We all heard about the @AmericanAir pilot with the Let's Go Brandon sticker on his luggage. That didn't bother me, because it was his personal gear. But today, my flight attendant had a Trump Pence pin on WHILE servicing passengers.

Not a great customer experience. 1

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Jim Tincher, CCXP

Founder and CEO, Heart of the Customer

Catalysts for Journey Success
April 20, 2021
4:00 – 5:00 p.m.

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What does research from hundreds of CX and business professionals over the past year show about their ability to improve customer journeys and generate measurable ROI? It turns out, only about a quarter of the programs were effective. These “change makers” not only co CX “better,” they do it differently. And you can, too. Fortunately, what these “change makers” were doing is replicable.

In this presentation, Jim Tincher will walk you through how change makers focus their efforts on their most critical journeys, engage executives, tie their work to business outcomes, innovate against specific customer emotions, and orchestrate the journey for specific customers.

At the end of this session, you’ll be able to:

  • Focus on understanding and activating customer emotions
  • Build a program on change management principles
  • Incorporate technology and data to manage and improve the experience