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Episode 16 of 46

Jim Tincher on the evolution of customer journey mapping and journey tech

35:04
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Jim Tincher is Founder, CEO and Journey Mapper-in-Chief at Heart of the Customer, a consultancy he started over eight years ago.Jim and I first met in the lobby at Chase Bank's HQ in NYC many moons ago, and boy is he an impressive guy.Jim is my go-to for anything to do with customer journeys or the journey tech-stack; there is nobody out there more knowledgeable on these topics!On this episode of Be Customer Led, Jim and I cover:The importance of journey mapping as part of a broader Customer Experience agendaJourney best practices, and worst practicesHow he is seeing leading companies organize around the customer journey vs. the product or functionThe Journey Tech Stack including Journey Analytics and Journey OrchestrationAn awesome show with an industry veteran, a class act, and hands-down the world's leading authority on customer journeys (IMHO).