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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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Virtual Journey Mapping Bootcamp: October / November 2021

Sep. 19, 2021 by Kerry Bodine

Virtual Journey Mapping Bootcamp: October / November 2021

Our September bootcamp sold out, so we’ve added one more session to our fall schedule. 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 (Read More...)

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...)

Beat Up Ideas, Not People

Aug. 18, 2021 by Kerry Bodine

Beat Up Ideas, Not People

Yesterday I read a disturbing article in The New York Times about cultural change at Twitter. In a nutshell, Twitter brought in an executive to “revamp Twitter’s design team and make it more diverse.” Part of his process: asking employees “to go around the room, complimenting and critiquing one another” in a two-hour meeting. The (Read More...)

Virtual Journey Mapping Bootcamp: September 2021

July 25, 2021 by Kerry Bodine

Virtual Journey Mapping Bootcamp: September 2021

This bootcamp is sold out! Join us at our next bootcamp in late October. *** 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 (Read More...)

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