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The Always Up-To-Date Guide To CX Events

June 11, 2018 by Kerry Bodine

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 range of customer experience professionals. (Read More...)

Jobs-To-Be-Done: A Lens To Keep Journeys Customer-Focused

June 7, 2018 by Amelia Sizemore

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 older models like goal-directed and (Read More...)

Customer Support Is Not Just A Safety Net

May 2, 2018 by Kerry Bodine

Customer Support Is Not Just A Safety Net

Time flies… I realized the other day that Outside In was published nearly 6 years ago. And while a lot has changed in the world and in the sphere of customer experience during that time, I firmly believe that the analysis and advice in the book are just as relevant in 2018 as they were (Read More...)

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To Avoid Workshop Rabbit Holes: Acknowledge, Capture, Pivot

Apr. 24, 2018 by Amelia Sizemore

To Avoid Workshop Rabbit Holes: Acknowledge, Capture, Pivot

Last week I outlined some tactics to prevent customers from derailing a workshop with out-of-scope ideas and feedback. But what if your workshop includes a tricky customer who continues to push the conversation in an unproductive direction?  An ounce of prevention is worth a pound of cure. To ensure you’re recruiting customers who will be (Read More...)

We’re Pledging 1% For The Planet

Apr. 22, 2018 by Kerry Bodine

We’re Pledging 1% For The Planet

Happy Earth Day! I feel fortunate to have a short daily commute. It greatly reduces not only my stress, but also my daily contributions to the Earth’s greenhouse gasses. However, when I’m not walking to my office, I’m flying around the US—or to some other country around the globe—to meet with a client, deliver a (Read More...)

How To Keep Your Customer Workshops On Track

Apr. 18, 2018 by Amelia Sizemore

How To Keep Your Customer Workshops On Track

A face-to-face workshop with your employees and your customers can be an organization-changing experience. But getting in a room with customers isn’t all roses. Leaders who are new to the customer workshop approach are usually apprehensive about three things: “No one will want to come!” This is by far the most common—but unfounded—fear. Customer recruiting (Read More...)

It Was A Good Week For User Agreements

Apr. 12, 2018 by Kerry Bodine

It Was A Good Week For User Agreements

If you’re like me, you watched (or at least followed the news coverage of) Facebook CEO Mark Zuckerberg’s testimony before Congress this week. After all, privacy is an issue that customer experience champions should always have top of mind. But there was one moment in the hearings that particularly struck me: Republican Senator John Kennedy’s (Read More...)

AT&T Nails SMS

Mar. 22, 2018 by Kerry Bodine

AT&T Nails SMS

As I was turning on my phone after touchdown in Toronto a few days ago, I realized that I hadn’t set up an international mobile plan for my trip. Ugh. I was in the process of making a mental reminder to log onto AT&T’s website once I got to my hotel room when I got (Read More...)

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