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Ideas, news & analysis
3 CX Lessons To (Re)Learn From The 2017 Super Bowl Ads
In 2017, brands shouldn’t be fumbling around to pull off a successful Super Bowl ad. And yet, errors and missed opportunities abounded in last night’s game. Here are three lessons that marketers and customer experience professionals (and the advertising agencies they turn to for advice) still need to learn: Stress
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
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
The 2017 Customer Experience Outlook
I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. My friends at Doberman and I recently reached out to our favorite customer experience authors, designers, and industry leaders shares to see what they’ve been thinking about at the beginning of 2017. And largely, it
We’ve Launched! (A New Website)
At Kerry Bodine & Co., we’re ushering in 2017 with a bang! I’m thrilled to announce the following updates: Website! If you’re reading this post, you’re on our new website. 🙂 Our site now features the “& Co.” part of our organization (yay, Amelia!), actually describes our consulting services (imagine
Our 2017 Journey Mapping Workshop Schedule
I’m thrilled to announce our 2017 lineup of open enrollment workshops. Customer journey mapping workshops February 21 & 22 in San Diego May 9 & 10 in Chicago August 16 & 17 in San Francisco September 26 & 27 in Boston November 15 & 16 in Chicago Whether you’re just
Do Customer Journeys Drive Your Content Strategy?
This journey map for the Exploratorium, a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the
10 Steps To Mapping Your Current Customer Journey
Of the four types of customer journey maps, the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience. Wondering how you can get started mapping your own organization’s current-state journey map? Follow
3 Steps To Better Customer Research
In a recent post, I talked about the trade-offs between quantitative and qualitative research. Here’s a quick summary: Neither is better than the other. Rather, they each have their relative strengths and weaknesses. But in order to get the most out of each research method, you need to properly sequence
Long Live The Service Design Agency
For decades, designers have lamented that the business world didn’t understand or respect design. We howled didn’t have “a seat at the table.” We wondered when—or if—the tide would turn. We needn’t wonder any longer. Business-focused media outlets like Business Week, Forbes, Harvard Business Review, and even The Wall Street
