Most CX programs struggle to prove business impact – particularly in B2B – but what can we learn from the 1 in 4 that succeed? Jim Tincher, CCXP, will share insights on how to connect CX to business metrics and drive growth through exceptional customer experiences.

📌 Key Takeaways:
- Discover how great B2B programs connect CX to show business value.

- Exercise: What is the best value measurement for your brand?

- Hear case studies from brands with advanced CX maturity.

- Learn seven common ways to demonstrate the financial impact of CX for B2B brands.

Jim’s Bio:

As the nation's leading authority on B2B customer experience (CX), Jim Tincher stands as a visionary at the forefront of shaping its future. Jim’s lifelong passion for CX led him to found his customer experience consultancy, Heart of the Customer (HoC), in 2013, and his insights continue to empower businesses in fostering more loyal and profitable customer relationships.

Prior to launching HoC, 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.

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.

CX Day B2B: Roundtable with Jim Tincher, CCXP