Jim Rembach, Customer Emotion Officer

Jim Rembach CX University faculty leader

Jim Rembach is customer-centric emotion expert. As a strategic and tactical adviser he leverages his frontline operations expertise, Empathy Mapping, and Emotional Intelligence Customer Experience Design™ (EQCX) to uncover and implement actionable insights that evoke exceptional customer experiences.

Jim is a certified Emotional Intelligence (EQ) practitioner, Certified Contact Center Auditor, Better Place to Work Certified Expert, Employee Retention Specialist, and a founding CX Expert with the CXPA.

Jim is the Board Chair of Call Center Coach, Advisory Board Member for the Customer Value Creation international (CVCI) and host of the long-running Fast Leader Show podcast.

Jim’s expertise is in experience analytics, contact center operations, and the strategic and tactical areas within the Emotional Intelligence Customer Experience Design™ framework. The human-centered design practice includes:

  • Empathy Mapping
  • Empathy Training
  • Journey Mapping
  • Personas
  • Emotion Perception
  • Expressing Emotion
  • Emotional Decision Making
  • Emotional Motivation
  • Emotional Influence
  • Evoking Emotions
  • Emotional Financial Links
  • Building Emotional Intelligence
  • Customer-centric Leadership Development
My CX Philosophy is based in identifying, expanding, and leveraging human potential. My perspective on human potential is both internal and external.

The potential of employees is the launch factor for organizations. Their core strengths, values, purpose, and collaborative skills are all contributing elements in lifting an organization up.

The potential of customers is the propulsion factor for organizations. Their needs, values, purpose, and goals are all contributing elements in projecting an organization.

The potential of leadership is the guidance factor for organizations. Their vision, influence, risk-taking, and communication skills are all contributing elements in steering an organization.

My personal interests include parenting, relationship building, cooking, gardening, baseball, and learning about the lives of the people I meet.

I also love helping to build the platform and business of others. Over the years, I have dedicated volunteer time to helping different people. This includes a wireless internet service company, a Christian Rock artist, a Heating and Air Company and several non-profits.

I also love to learn. Interviewing guests on the Fast Leader Show has been one of my greatest learning experiences. I also love to learn by doing. I have learned how to build websites, produce instructional videos, rebuild cars, and to cook proficiently in more than 8 different types of ethnic styles.

Shop Now

Back to the Basics

Get the foundational training you need to be a CX expert.
Shop Now

Read Jim’s articles from the CXU blog