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On Resistance To Change

March 16, 2018 by Kerry Bodine

On Resistance To Change

“Give me an example of a company that’s made a complete turnaround to embracing their customers.” This request always makes me chuckle. I wish I had an answer, I really do. But the sad reality is that I don’t know of a single organization that’s customer-centered through and through—except for the ones that started out (Read More...)

JOIN US! Journey Mapping Bootcamp On May 16 & 17 In Chicago

March 14, 2018 by Kerry Bodine

JOIN US! Journey Mapping Bootcamp On May 16 & 17 In Chicago

One recent attendee called our journey mapping bootcamp “an MBA on steroids.” On May 16 & 17, join us in the heart of Chicago to find out why. Our signature two-day bootcamp is jam packed with content and exercises that will answer these questions: Why are customer journeys (and journey maps) important? What makes journey (Read More...)

How To Scale Service Design: Delivery

March 12, 2018 by Kerry Bodine

How To Scale Service Design: Delivery

This is the fourth post in a series about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. The first three posts focused on technology, the ubiquity of contexts in which practitioners are now applying service design, and the discipline’s need for coaching. This final post will (Read More...)

How To Scale Service Design: Coaching

March 9, 2018 by Kerry Bodine

How To Scale Service Design: Coaching

I’ve been writing a series of posts about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. The first post of the series focused on technology, and the second on the ubiquity of contexts in which practitioners are now applying service design. In this third post, I’ll (Read More...)

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Our Top 10 Customer Experience Posts of 2017

January 28, 2018 by Kerry Bodine

Our Top 10 Customer Experience Posts of 2017

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. As part of that effort, I recently took a look back at our most popular posts of 2017—and I wanted to share them with you here. I hope they inspire (Read More...)

How To Scale Service Design: Ubiquity

November 30, 2017 by Kerry Bodine

How To Scale Service Design: Ubiquity

Last week I published the first in a series of four posts on how to scale service design, based on my closing remarks at this year’s Service Design Global Conference in Madrid. The focus of that first post was technology. In today’s post, the second in the series, I’ll talk about ubiquity. “Ubiquity” can mean a lot (Read More...)

Cyber Monday Sale on 2018 Workshops

November 27, 2017 by Kerry Bodine

Cyber Monday Sale on 2018 Workshops

We hope you’ll join us in one of these fun locations next year for our signature two-day customer journey mapping workshop: February 27 & 28 in San Francisco May 16 & 17 in Chicago September 12 & 13 in Boston Register early and save! With our Early Bird discount, you’ll save $100 on our regular (Read More...)

2018 Journey Mapping Workshops

November 23, 2017 by Kerry Bodine

2018 Journey Mapping Workshops

We’ve been getting multiple requests over the past few weeks about our 2018 journey mapping workshop schedule. So without further ado… We hope you’ll join us in one of these fun locations next year for our signature two-day workshop! February 27 & 28 in San Francisco May 16 & 17 in Chicago September 12 & (Read More...)

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