Heart of the Customer https://heartofthecustomer.com/ Customer Journey Mapping Consultants Wed, 13 May 2026 17:17:29 +0000 en-US hourly 1 https://heartofthecustomer.com/wp-content/uploads/2022/07/cropped-favicon-32x32.png Heart of the Customer https://heartofthecustomer.com/ 32 32 AMCX White Paper – What 10,000 Customers Reveal About Growth in Advanced Manufacturing https://heartofthecustomer.com/amcx-white-paper-what-10000-customers-reveal-about-growth-in-advanced-manufacturing/ https://heartofthecustomer.com/amcx-white-paper-what-10000-customers-reveal-about-growth-in-advanced-manufacturing/#respond Wed, 13 May 2026 17:15:49 +0000 https://heartofthecustomer.com/?p=19231 Read the study here: AMCX White Paper – What 10,000 Customers Reveal About Growth in Advanced Manufacturing

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]]> https://heartofthecustomer.com/amcx-white-paper-what-10000-customers-reveal-about-growth-in-advanced-manufacturing/feed/ 0 A Study on How the World Makes B2B Supplier Contract Decisions https://heartofthecustomer.com/how-the-world-makes-b2b-supplier-contract-decisions/ https://heartofthecustomer.com/how-the-world-makes-b2b-supplier-contract-decisions/#respond Wed, 19 Mar 2025 02:48:23 +0000 https://heartofthecustomer.com/?p=18887 Which is more important: rational or emotional factors? The Advanced Manufacturing Customer Experience Consortium (AMCX) is a group of the world’s top manufacturers. Its members are ground zero for Sigma Six, lean manufacturing, just-in-time supply chains, and reliability. Yet the group still wondered (with continuous debates and discussions), can manufacturers win through customer experience? Which […]

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]]> https://heartofthecustomer.com/how-the-world-makes-b2b-supplier-contract-decisions/feed/ 0 Building Customer Experience Capabilities in Manufacturing https://heartofthecustomer.com/maturity-model/ https://heartofthecustomer.com/maturity-model/#respond Fri, 20 Sep 2024 20:15:07 +0000 https://heartofthecustomer.com/?p=18669 How manufacturers can use Qualtrics XM Institute’s CX Maturity Model to build a winning B2B customer experience program. The XM Institute CX Maturity Model Building a customer experience (CX) program that delivers real value is a challenge for many organizations. The challenges compound in B2B structures where rational factors such as quality and reliability are […]

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]]> https://heartofthecustomer.com/maturity-model/feed/ 0 What is a Customer Journey Map? https://heartofthecustomer.com/what-is-customer-journey-mapping/ https://heartofthecustomer.com/what-is-customer-journey-mapping/#respond Fri, 12 Jul 2024 18:09:30 +0000 https://heartofthecustomer.com/?p=18613 Customer Journey Mapping is often the first step in developing a customer experience program. This webinar breaks down what is a Journey Map, what it does, and how to make it most effective. 

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]]> https://heartofthecustomer.com/what-is-customer-journey-mapping/feed/ 0 The Maturity Model Advantage https://heartofthecustomer.com/the-maturity-model-advantage/ https://heartofthecustomer.com/the-maturity-model-advantage/#respond Thu, 11 Jul 2024 23:06:16 +0000 https://heartofthecustomer.com/?p=18597 Here Heart of the Customer breaks down changemaker customer experience programs. Using XM institute’s Maturity Model to asses programs and capabilities, companies are able to disrupt markets and create the positive behaviors to drive and grow sales.

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]]> https://heartofthecustomer.com/the-maturity-model-advantage/feed/ 0 The Secrets to AGCO’s CX Success https://heartofthecustomer.com/secrets-to-agco-cx-success/ https://heartofthecustomer.com/secrets-to-agco-cx-success/#respond Fri, 21 Jun 2024 17:03:03 +0000 https://heartofthecustomer.com/?p=18568 The Secrets to AGCO’s Positive Customer Experience Success AGCO, an agriculture OEM giant, has found the secret to business growth through improving customer retention rates. Central to this success is Courtney Warford, who with the support of HoC invested heavily in customer experience talent, research, and strategy. By focusing on what mattered to the customer, […]

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]]> https://heartofthecustomer.com/secrets-to-agco-cx-success/feed/ 0 From Vision to Execution: Building Your Customer Experience Dream Team https://heartofthecustomer.com/building-your-cx-dream-team/ https://heartofthecustomer.com/building-your-cx-dream-team/#respond Mon, 29 Apr 2024 21:10:49 +0000 https://heartofthecustomer.com/?p=18550 Building Your Customer Experience Dream Team Starting Out As the leader of a customer experience team, you want your team to be the best it can be. But what makes some teams rise above the rest? What can you do to truly unlock your business’s potential? And most importantly: how can you prove your success? […]

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]]> https://heartofthecustomer.com/building-your-cx-dream-team/feed/ 0 A Positive Emotional Experience = Good for Customers, Profitable for You https://heartofthecustomer.com/a-positive-emotional-experience-good-for-customers-profitable-for-you/ https://heartofthecustomer.com/a-positive-emotional-experience-good-for-customers-profitable-for-you/#respond Fri, 12 Apr 2024 19:02:45 +0000 https://heartofthecustomer.com/?p=18531 Having the best customer experience pays. But what is the value of having the best customer experience? There’s plenty of data that shows that customer experience pays. The most compelling is Watermark Consulting’s tracking of stock prices. The company simulated purchasing the stock of CX Leaders (the ten top-performing companies in customer satisfaction on annual […]

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]]> https://heartofthecustomer.com/a-positive-emotional-experience-good-for-customers-profitable-for-you/feed/ 0 Navigating Customer Experience Maturity: The Road to Success https://heartofthecustomer.com/navigating-customer-experience-maturity-the-road-to-success/ https://heartofthecustomer.com/navigating-customer-experience-maturity-the-road-to-success/#respond Wed, 31 Jan 2024 22:18:02 +0000 https://heartofthecustomer.com/?p=18476 Customer experience (CX) has become a pivotal differentiator. Delivering exceptional CX is no longer a nice-to-have; it’s a must-have to build customer loyalty and drive revenue growth. Yet, few organizations have matured to the point where they can consistently deliver that great experience and realize the benefits. Given the low overall maturity of most companies’ […]

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]]> https://heartofthecustomer.com/navigating-customer-experience-maturity-the-road-to-success/feed/ 0 To be a change maker in CX, focus on business outcomes https://heartofthecustomer.com/to-be-a-change-maker-in-cx-focus-on-business-outcomes/ https://heartofthecustomer.com/to-be-a-change-maker-in-cx-focus-on-business-outcomes/#respond Thu, 21 Dec 2023 19:47:46 +0000 https://heartofthecustomer.com/?p=18439 Authors: Topher Mitchell & Jim Tincher This blog is authored by Topher Mitchell, the creator of Qualtrics’ Value Advisory function, and Jim Tincher, the CEO and founder of Heart of the Customer. The article was originally published by Qualtrics. Customer experience is good for business. You believe that, and so does your leadership team. Unfortunately, […]

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