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.