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Q&A From My Webinar: The Path To Journey Management

June 5, 2019 by Kerry Bodine

Q&A From My Webinar: The Path To Journey Management

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight, a CX management solutions provider. (You can still register to watch the replay.) We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them (Read More...)

3 Events Paved The Path For The Customer Experience Discipline

April 30, 2019 by Kerry Bodine

3 Events Paved The Path For The Customer Experience Discipline

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer (Read More...)

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Who’s Hiring Journey Managers?

January 29, 2019 by Kerry Bodine

Who’s Hiring Journey Managers?

The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. That’s not surprising: Compared (Read More...)

2 Key Differences in B2B Journey Maps

January 22, 2019 by Kerry Bodine

2 Key Differences in B2B Journey Maps

In our journey mapping bootcamps, we’re often asked whether there’s anything that organizations need to think about or do differently when creating business-to-business (B2B) journey maps. While the overall process for creating these maps is the same, there are two key differences. Difference #1: B2B personas align with job functions. Every journey map needs to (Read More...)

Our Top 10 Customer Experience Posts of 2018

January 10, 2019 by Kerry Bodine

Our Top 10 Customer Experience Posts of 2018

It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. (And just in case you’re wondering, that’s exactly what we’re doing here at Kerry Bodine & Co.) As part of that effort, I recently took a look back at our (Read More...)

Cyber Monday Sale on 2019 Bootcamps

November 26, 2018 by Kerry Bodine

Cyber Monday Sale on 2019 Bootcamps

We hope you’ll join us in one of these fun locations next year for our two-day customer journey mapping bootcamps: January 30 & 31 in San Francisco: Our signature journey mapping bootcamp, which one recent attendee called “an MBA on steroids” May 8 & 9 in Chicago: Our newest workshop on journey mapping and facilitation, (Read More...)

A New Website And A Whole Lot More!

September 10, 2018 by Kerry Bodine

A New Website And A Whole Lot More!

We’ve spruced things up a bit around here — and the changes include much more than just a fresh coat of paint. Here’s an overview of the new features you’ll find on our site: The State of Journey Managers, 2018: Our latest report is the industry’s first comprehensive research study into the emerging role of (Read More...)

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