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How To Scale Service Design: Technology

Nov. 22, 2017 by Kerry Bodine

How To Scale Service Design: Technology

Several weeks ago, I had the honor of delivering the closing remarks at this year’s Service Design Global Conference in Madrid. The theme of the conference this year was “Service Design at Scale”—and over the course of the three days in Madrid, I was inspired by the conference presentations, projects from the Service Design Award (Read More...)

Q&A From Our Webinar With J.D.Power

Nov. 15, 2017 by Kerry Bodine

Q&A From Our Webinar With J.D.Power

Yesterday I co-hosted a journey mapping webinar with our partner J.D.Power. We got a ton of great questions from the attendees, but didn’t have time to answer them all on the call. But good news: I’ve answered them all here! You’ll find them grouped them into four categories: general questions, how to get started, types (Read More...)

3 Service Design Conferences in 3 Weeks? Wow!

Oct. 23, 2017 by Kerry Bodine

3 Service Design Conferences in 3 Weeks? Wow!

If you haven’t noticed, the field of service design has been picking up steam over the past several years—largely in part, in my opinion, to its natural alignment with helping organizations create better customer experiences. The latest evidence that the discipline is on a roll is that right now you can attend not one, not (Read More...)

Broken Promises: Courtyard By Marriott Edition

Oct. 16, 2017 by Kerry Bodine

Broken Promises: Courtyard By Marriott Edition

A friend of mine recently had a business trip to the Bay Area and booked his room at the Courtyard by Marriott in downtown Oakland. The morning before his stay, he received an email from Marriott, encouraging him to “Use Mobile Check-In to access Elite benefits.” He read through the email and saw that one (Read More...)

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Journey Mapping Workshops In Chicago This November

Oct. 15, 2017 by Kerry Bodine

Journey Mapping Workshops In Chicago This November

Want to learn more about journey mapping? We have two opportunities this coming November for you to join us for a hands-on workshop in downtown Chicago. If you’re got 2 hours… Join us at CMSWire’s DX summit on November 13. In our two-hour mini workshop, we’ll go over the essential features of journey maps and (Read More...)

$50 CX Day Discount For Our November Journey Mapping Workshop!

Oct. 3, 2017 by Kerry Bodine

$50 CX Day Discount For Our November Journey Mapping Workshop!

Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. To celebrate today’s global focus on customers, we’re offering a $50 discount on our next customer journey mapping workshop, November 15 & 16 in Chicago. Combined with our early bird registration, you’ll save $150 in (Read More...)

Why You Need To Measure Journeys—Not Just Touchpoints

Oct. 2, 2017 by Kerry Bodine

Why You Need To Measure Journeys—Not Just Touchpoints

The concept of customer journeys isn’t new to the customer experience world. Yet it’s taken some time for organizations to evolve from simply creating journey maps to actively using the journey as a framework for how they do business. One of the most exciting developments of the past few years is the recognition, in the (Read More...)

Why Should You Care About Customer Experience?

Sep. 30, 2017 by Kerry Bodine

Why Should You Care About Customer Experience?

A couple of months back, I wrote a post called You Must Invest In Customer Experience. In it, I detailed research by the American Customer Satisfaction Index that shows that an investment portfolio that takes long bets on CX leaders and shorts CX laggards outperforms the S&P 500 by nearly a factor of five. That (Read More...)

Marketing Through Valuable Experiences

Sep. 27, 2017 by Kerry Bodine

Marketing Through Valuable Experiences

I first read Gilmore & Pine’s The Experience Is the Marketing on a cross-country flight sometime around the year 2007. Their article was already several years old at that point, but their ideas made me want to jump out of my seat with joyful cheers: “To be clear, we’re not talking about ‘experiential marketing’ — (Read More...)

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