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Ideas, news & analysis
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
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.
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
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
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
Journey Mapping From Coast To Coast
Summer’s still in full swing. But our final two journey mapping bootcamps of 2018 are right around the corner. September 12 – 13 in Boston Our signature journey mapping bootcamp is the perfect starting point for those just getting their feet wet, of for those looking for a methodology refresh.
Q&A From My Webinar on The Business Case for Service Design
This morning I delivered a webinar called The Business Case for Service Design, part of Rosenfeld Media’s day-long virtual conference on The Business Case for Design. (Even though the live event has ended you can still sign up for the conference and watch the recordings.) I started out by sharing
To Unlock Customer Insights, Speak No Evil
Imagine you’re in the midst of a journey mapping workshop and your customers are bombarding you—in a good way—with insights about their needs and expectations. Somewhere along the way, a participant recounts a particularly bad experience, and you feel compelled to explain the behind-the-scenes factors that derailed her experience. “Well,
The Always Up-To-Date Guide To CX Events
I’m often asked about customer experience conferences: What’s out there? Where am I speaking? Which conferences would I recommend? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide
Jobs-To-Be-Done: A Lens To Keep Journeys Customer-Focused
We’re often asked how the framework of customer jobs-to-be-done fits with the methodology of customer journey mapping. Here’s my perspective on how jobs theory can complement your mapping efforts. The term “jobs-to-be-done” first surfaced in 2003, coined by Clayton Christensen in The Innovator’s Solution, but its philosophy shares underpinnings with
