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On Fear And Daring

May 8, 2016 by Kerry Bodine

On Fear And Daring

I stood unsteadily on the side of the mountain, desperately clutching a thick chain that had been anchored deep into the rock next to me. My vision narrowed. My breath became shallow. My legs started to shake violently. I found myself unable to move. Several feet away, the trail that I was on abruptly ended, (Read More...)

6 Consumer Trends To Fuel Your Future Customer Experience

June 4, 2015 by Kerry Bodine

6 Consumer Trends To Fuel Your Future Customer Experience

I’m at the at the Total CX Leaders conference and just attended an excellent seminar from Max Luthy, Director of Trends & Insights at Trendwatching.com. It was so on point for companies looking to innovate the customer experience that I feel compelled to share. Max presented six trends that can help you frame your CX (Read More...)

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What Makes For A Good Email Opt-Out/Opt-Down Experience?

Feb. 23, 2015 by Kerry Bodine

What Makes For A Good Email Opt-Out/Opt-Down Experience?

In a moment of optimism and good faith, I visited healthcare.gov one time last December and somehow, foolishly, provided my email address. Like millions of Americans, I soon found myself on the receiving end of a deluge of increasingly apocalyptic messages reminding me the deadline for enrollment was nigh. I never finished setting up an (Read More...)

Humanizing Healthcare Through Hands, Heads, and Hearts

Feb. 5, 2015 by Kerry Bodine

Humanizing Healthcare Through Hands, Heads, and Hearts

The following should not be news to you, but it’s sometimes easy to forget: Patients aren’t just lines in a spreadsheet, records in a CRM system, or the list of ailments in their medical records. They are people. And while lots of healthcare companies are talking about “humanizing the healthcare experience,” I get the feeling that (Read More...)

Can We Please Put An End To One-Size-Fits-All Emails?

Nov. 24, 2014 by Kerry Bodine

Can We Please Put An End To One-Size-Fits-All Emails?

Have you heard of CrossFit? It’s a style of workouts “comprised of constantly varied functional movements (like pushing, pulling, squatting, lifting, running) executed at high intensity.” People that do CrossFit don’t just go to the gym. They become certifiable CrossFit fanatics. I wanted to find out what all of the fuss was about, so last (Read More...)

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