We learn something new every time we facilitate a workshop with customers. Often our new learning is about the challenges of customer recruiting—and ways to overcome them. For example, to ensure that customers at a recent workshop showed up on...

In my last post, I mentioned that some of my early journey mapping clients were investment firms that wanted to map journeys like “saving for retirement” or “building financial wealth.” These journeys were of obvious importance to my:...

Where should you start your journey mapping efforts? If you don’t know the answer, you’re not alone. Many aspiring journey mappers feel overwhelmed because they believe that they need to map every single interaction that their customers could...

I’m excited to announce two additions to our 2017 workshop lineup! NEW! Brand Experience Please contact us to schedule your private workshop. We’ve taken the best of our Designing Brand Experiences consulting offering and compressed it into...

When you’re developing your journey maps, it’s important to remember that one journey map template will not meet all your needs. You need to tweak (or sometimes completely redesign) your journey map based on two key considerations: What kind...

A while back, someone asked me on Twitter whether or not you could create effective journey maps in PowerPoint. My answer is an emphatic “yes!” Here’s why: PowerPoint is robust: Sure, PowerPoint doesn’t have all the fancy bells and...

Over the last decade, journey maps have transformed from obscure design artifacts to common customer experience tools. And they’re not just for CX professionals anymore. When I recently met with a group of three dozen cross- industry customer...

I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. My friends at Doberman and I recently reached out to our favorite customer experience authors, designers, and industry leaders shares to see...

At Kerry Bodine & Co., we’re ushering in 2017 with a bang! I’m thrilled to announce the following updates: Website! If you’re reading this post, you’re on our new website. 🙂 Our site now features the “& Co.” part of our...

I’m thrilled to announce our 2017 lineup of open enrollment workshops. Customer journey mapping workshops February 21 & 22 in San Diego May 9 & 10 in Chicago August 16 & 17 in San Francisco September 26 & 27 in Boston November&...

This journey map for the Exploratorium, a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of...

Of the four types of customer journey maps, the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience....

In a recent post, I talked about the trade-offs between quantitative and qualitative research. Here’s a quick summary: Neither is better than the other. Rather, they each have their relative strengths and weaknesses. But in order to get the most...

Happy Customer Experience Day! I hope you and your organization 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 upcoming customer...

A hammer is the perfect tool for pounding nails into a 2×4, but would be terrible at cutting it in half. A basic handsaw would easily take care of that single cut, but probably wouldn’t be your saw of choice if you had to cut a pile of 1000...