Hi there, I'm Kerry Bodine

In a recent post, I presented the first of three core pillars of great customer experiences: usefulness. In short, customers spend money because they’re trying to get something done — a job, a task, a goal — and companies must focus on providing that utility. But while being useful is essential, it’s not sufficient.

In order to reap the business benefits of customer experience, companies must also be easy to work with.

The concept of “easy” is, well, easy for just about anyone to grasp. We’ve all had some issue with an airline, a retailer, a bank, or a credit card company that’s been far more difficult to resolve than seemed necessary. Just last week, a recording of a...

I’m often asked about customer experience conferences: What’s out there? Where am I speaking? Which conferences would I recommend?

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. I've organized the events based on the types of organizations hosting them: professional associations, event producers, service providers, media companies, analyst firms, and tech vendors. And, as the title of this post implies, I'll be keeping this list up to date on a rolling basis.

Am I missing an upcoming event?...