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Leadership in the Age of AI: Developing An Ecosystem Mindset

July 22, 2024 by Kerry Bodine

Leadership in the Age of AI: Developing An Ecosystem Mindset

I spent last Wednesday and Thursday with Michael Dila in Toronto, planning our upcoming retreats for Leadership in the Age of AI.  One of the critical leadership traits we’ve identified is an ecosystem mindset: a way of thinking that addresses the potential impact of your decisions on people, organizations, society, and the world in which (Read More...)

Cyber Monday Sale: Save on CX Training & Coaching Through December 9

Nov. 28, 2022 by Kerry Bodine

Cyber Monday Sale: Save on CX Training & Coaching Through December 9

It’s Cyber Monday, and that means savings! Keep reading for four customer experience training and coaching offers to accelerate your CX and EX initiatives — and drive value for your organization — over the upcoming year. Now through Friday, December 9, 2022: Save $1000 on lifetime access to our Journey Mapping Master Class & Toolkit, the industry’s only solution (Read More...)

Customer Engagement: From Core Competencies To Business Outcomes

May 3, 2022 by Kerry Bodine

Customer Engagement: From Core Competencies To Business Outcomes

Pop quiz! What does it take to deliver effective, coordinated cross-channel experiences in today’s business landscape? If you answered “data,” you’re not alone. In a recent survey of 1500+ marketing leaders, customer engagement platform Braze found that three of the top four challenges that marketers face related to customer engagement revolve around data: Collecting, integrating, (Read More...)

Virtual Journey Mapping Bootcamp: May 2022

Mar. 29, 2022 by Kerry Bodine

Virtual Journey Mapping Bootcamp: May 2022

Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping This introduction will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific (Read More...)

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Reimagining CX To Drive Real Human Connection

Feb. 2, 2022 by Kerry Bodine

Reimagining CX To Drive Real Human Connection

Recently, I was emailing with an online retailer about an item I wanted to return, and the message in their email footer struck me: “Please be kind to our team — it’s important for us to have real humans on our support and not bots. I promise all we want is to make you as (Read More...)

Customer Experience: How To Get On The Superhighway To Business Success

Oct. 19, 2021 by Kerry Bodine

Customer Experience: How To Get On The Superhighway To Business Success

Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts, emotions, perceptions — sound touchy-feely. Fluffy even. And because of that, many execs and organizations still dismiss them. But here’s what innovative organizations understand: Customer experience is the superhighway to business success. So (Read More...)

A CX Day Offer To Boost Your Journey Mapping Outcomes

Oct. 5, 2021 by Kerry Bodine

A CX Day Offer To Boost Your Journey Mapping Outcomes

Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. In honor of all current and aspiring CX practitioners, we’re offering a $100 discount on every seat for our upcoming October / November two-part open-enrollment virtual journey mapping bootcamp. Just use code CXDAY21 at (Read More...)

New Study Shows Major Disconnect Between Companies And Customers

Oct. 1, 2021 by Kerry Bodine

New Study Shows Major Disconnect Between Companies And Customers

Earlier this week I posted about a study commissioned by the CRM platform Insightly, which showed the lengths that consumers and business decision makers would go to in order to avoid stressful customer service interactions. While the consumers and business decision makers in this study were clearly aligned on their feelings about the issue resolution (Read More...)

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