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Join me at Medallia’s Experience 21 Event

May 10, 2021 by Kerry Bodine

Join me at Medallia’s Experience 21 Event

On Wednesday, May 19, I’ll be joining forces with my friend and former Forrester colleague Megan Burns at Medallia’s Experience 21 event. In an engaging panel discussion led by Medallia’s own Brian Andrews, we’ll share our unique perspectives from decades of observing and shaping the customer experience landscape. Join this session to hear our thoughts (Read More...)

Alida Activate Spring Masterclass

Apr. 18, 2021 by Kerry Bodine

Alida Activate Spring Masterclass

What do pirates, waffles, and discos have to do with customer experience? Find out by watching the replay of my keynote! *** I’m super excited to be part of Alida’s Activate Spring Masterclass on May 6 from 1 – 5pm ET. This is your chance to understand how you can quantify the value of customers’ (Read More...)

Virtual Journey Mapping Bootcamp: May 2021

Apr. 7, 2021 by Kerry Bodine

Virtual Journey Mapping Bootcamp: May 2021

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 (Read More...)

Congratulations To The 2020 Service Design Award Finalists!

Feb. 25, 2021 by Kerry Bodine

Congratulations To The 2020 Service Design Award Finalists!

If you’re looking for customer experience or service design inspiration, look no further. We’ve just announced our ten 2020 Service Design Award finalists. (And no, that’s not a typo… Covid through a wrench into our annual awards schedule.) The Finalists Commercial Work CX Transformation For Hearing Care by Smart Design in the USA Future Of (Read More...)

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FREE eBook: The 2021 CX Outlook

Jan. 27, 2021 by Kerry Bodine

FREE eBook: The 2021 CX Outlook

Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page. Yet many of the challenges from 2020 still remain. And, at least here in the United States, we’ve ushered in the new year with political turmoil that almost guarantees the year ahead will give 2020 a run (Read More...)

A Belated Thank You To Tony Hsieh

Jan. 23, 2021 by Kerry Bodine

A Belated Thank You To Tony Hsieh

Amazon tells me that I last purchased Tony Hsieh’s book Delivering Happiness on August 26, 2010. The timing was fortuitous. I had recently moved back to San Francisco and, after a less-than-fulfilling detour into the world of marketing and advertising, was doing some soul searching about my next career move. I also had a trip (Read More...)

Love Your Employees As Much As You Love Your Customers

Jan. 18, 2021 by Kerry Bodine

Love Your Employees As Much As You Love Your Customers

While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside. There’s even a verb associated with this process — as in, “Would you consider (Read More...)

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