https://www.linkedin.com/in/jimtincher/ (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 agenda

Journey best practices, and worst practices

How he is seeing leading companies organize around the customer journey vs. the product or function

The Journey Tech Stack including Journey Analytics and Journey Orchestration

An awesome show with an industry veteran, a class act, and hands-down the world's leading authority on customer journeys (IMHO).