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Voice Your Opinion — Win Fun Prizes!

Sep. 14, 2021 by Kerry Bodine

Voice Your Opinion — Win Fun Prizes!

How important is customer empathy? Does developing customer empathy across an organization lead to positive business outcomes? What best practices can you leverage in linking customer empathy to business results? I’m partnering with Alida and the CXPA to find the answers to these questions — and if you’re a customer experience professional, we’d love your (Read More...)

Join me at Medallia’s Experience 21 Event

May 10, 2021 by Kerry Bodine

Join me at Medallia’s Experience 21 Event

On Wednesday, May 19, I’ll be joining forces with my friend and former Forrester colleague Megan Burns at Medallia’s Experience 21 event. In an engaging panel discussion led by Medallia’s own Brian Andrews, we’ll share our unique perspectives from decades of observing and shaping the customer experience landscape. Join this session to hear our thoughts (Read More...)

FREE eBook: The 2021 CX Outlook

Jan. 27, 2021 by Kerry Bodine

FREE eBook: The 2021 CX Outlook

Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page. Yet many of the challenges from 2020 still remain. And, at least here in the United States, we’ve ushered in the new year with political turmoil that almost guarantees the year ahead will give 2020 a run (Read More...)

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Webinar: From Journey Mapping To Journey Management

Aug. 1, 2020 by Kerry Bodine

Webinar: From Journey Mapping To Journey Management

Join me on Wednesday, August 12 at 1:00pm ET for a webinar with the Toronto Customer Experience Professionals Association. It’s FREE for CXPA members and CAD$65 for everyone else. Webinar overview Journey mapping has reached fever pitch in the customer experience world. But an organization’s mapping efforts are only effective if the resulting maps drive (Read More...)

How To Use Our FREE Journey Mapping Template

Feb. 7, 2017 by Kerry Bodine

How To Use Our FREE Journey Mapping Template

When you’re developing your journey maps, it’s important to remember that one journey map template will not meet all your needs. You need to tweak (or sometimes completely redesign) your journey map based on two key considerations: What kind of story you want to tell. You might want to show the pain points and highlights (Read More...)

FREE Journey Mapping Template

Feb. 3, 2017 by Kerry Bodine

FREE Journey Mapping Template

A while back, someone asked me on Twitter whether or not you could create effective journey maps in PowerPoint. My answer is an emphatic “yes!” Here’s why: PowerPoint is robust: Sure, PowerPoint doesn’t have all the fancy bells and whistles that design programs like Photoshop and Illustrator do—but as you can see in the image above, (Read More...)

WEBINAR: Elevating Service for the Connected Customer

Feb. 2, 2017 by Kerry Bodine

WEBINAR: Elevating Service for the Connected Customer

Salesforce Research’s Second Annual State of Service study surveyed over 2,600 global service professionals to understand what trends are driving the future of customer service, and what practices set high-performing teams apart from the rest. Join me, Vala Afshar, Chief Digital Evangelist at Salesforce, and Peter Gaylord, Senior Director of Salesforce Research, for an interactive presentation as (Read More...)

2017: The Year Of The Journey

Jan. 23, 2017 by Kerry Bodine

2017: The Year Of The Journey

Over the last decade, journey maps have transformed from obscure design artifacts to common customer experience tools. And they’re not just for CX professionals anymore. When I recently met with a group of three dozen cross- industry customer service, operations, and technology professionals, most of their eyes lit up when I mentioned journey maps—and several (Read More...)

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