Jim Kalbach is a noted author, speaker, and instructor in customer experience, design, and strategy. He is currently Head of Customer Success at MURAL, a leading digital whiteboard. Jim has worked with large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citrix. Before returning to the U.S. in 2013 after living for fifteen years in Germany, Jim was the co-founder of the European Information Architecture conferences. He also co-founded the IA Konferenz series in Germany. Jim plays jazz bass in jam sessions and combos in Jersey City, where his currently lives. In 2007 Jim published his first full-length book, Designing Web Navigation (O’Reilly, 2007). His second book, Mapping Experiences (O’Reilly, 2016), is a best seller on Amazon. He blogs at experiencinginformation.com and tweets under @jimkalbach.