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).