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Apr 16 & 17 / 2025

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Jim Tincher, CCXP: Speaking at the Call and Contact Center Expo USA

Jim Tincher, CCXP

CEO, Heart of the Customer

Jim sees the world in a special way: through the eyes of customers. This lifelong passion for customer experience (CX), and a thirst for knowledge, led him to found his journey mapping and customer experience consulting firm, Heart of the Customer (HoC). HoC’s journey maps and proprietary processes set the bar for best practices and are emulated throughout the industry.

Prior to launching the company, Jim led customer engagement initiatives at Best Buy and UnitedHealth Group. Over decades, he has honed his expertise, continually finding new ways to harness the voice of the customer to identify unmet needs, develop new products, and improve customer service.

About Jim Tincher, CCXP

Jim holds a Certified Customer Experience Professional (CCXP) certification, serves on the CXPA Board of Directors, and has served as an adjunct instructor at the Carlson School of Management at the University of Minnesota, where he previously earned his master’s in business administration. As an experienced customer experience keynote speaker, Jim frequently hosts workshops and addresses organizations across a variety of business sectors. He is the author of Do B2B Better and co-author of How Hard Is It to Be Your Customer?, and he also writes Heart of the Customer’s popular CX blog.