Expert insights. Personalized for you.
What are you doing on March 17 & 18? If you’re going to find yourself in the neighborhood of Lima, Peru, please join me at the 17th International Retail Congress. MORE
A couple of years ago, I read a book that changed the way I thought about my business — and my life: The Big Leap by Gay Hendricks. MORE
I worked at an advertising agency for just over a year. (A A year and a day to be exact.). Here’s how our typically engagement worked: The client would provide a brief. We’d quickly get to work on it, far out of sight from the peering eyes of our client. MORE
As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold. MORE
In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. MORE
In-person training won ’ t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains. To help you drive critical customer-centric decision-making in your organization, I’m hosting a Virtual Journey Mapping Bootcamp on August 4 & 5, 2020. . MORE
I got a great question this morning from some colleagues who attended of one of our recent journey mapping workshops together: “Our marketing team would like to map the prospect journey from awareness up to purchase, but there are so many entry points and no linear process. MORE
We’re in the midst of the most rapid change to human behavior that many of us will ever see. What you knew about your customers back in January just doesn’t apply now — and if you’ve got existing journey maps, they are officially out of date. MORE
I worked at an advertising agency for just over a year. (A A year and a day to be exact.). Here’s how our typically engagement worked: The client would provide a brief. We’d quickly get to work on it, far out of sight from the peering eyes of our client. MORE
It’s the first day of spring, and we’re looking forward to enjoying a few days in our favorite Chicago season when we travel there for our Journey Mapping and Facilitation bootcamp on May 8 and 9. Day 1 mirrors that of our signature journey mapping bootcamp to help you build a strong foundation in the concepts and methods of journey mapping. MORE
The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. That’s not surprising: Compared to the 1.6 million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000. MORE
What are you doing on March 17 & 18? If you’re going to find yourself in the neighborhood of Lima, Peru, please join me at the 17th International Retail Congress. MORE
I’m thrilled to announce the launch of our Journey Mapping Master Toolkit — the industry’s only solution to combine the expert guidance and ready-to-use tools that you need to create effective maps. . MORE
I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps. MORE
In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. MORE
When I bumped into a former colleague at a recent conference, he was eager to chat about a journey mapping initiative his organization (a major financial services provider) was kicking off. But I got a blank look when I asked what journeys his team planned to focus on. “We MORE
I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps. MORE
We’re in the midst of the most momentous and rapid change to human behavior that many of us will ever see. MORE
Journey maps have become one of the most popular tools for understanding and improving customer experiences. Case in point: more than 1,000 people have downloaded our free journey mapping template since the beginning of this year.) But why are journey maps so popular? MORE
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. MORE
Hoo boy. It’s crazy out there. But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization you work for. MORE
Note #1 — I’m posting this now because: It’s timely to the launch of Amazon’s new show Making the Cut , which premiered on March 27, 2020. It will be, I hope, a helpful reference for people designing integrated TV + shopping experiences in the future. MORE
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. And just in case you’re wondering, that’s exactly what we’re doing here at Kerry Bodine & Co.) MORE
The concept of the “journey” has permeated organizations over the past several years. While this might seem like good news to someone like me who champions the journey framework, I’ve noticed a disturbing trend — and it reminds me of one of my favorite movies. MORE
I’m thrilled to announce the addition of Jade to the Bodine & Co. MORE
This post celebrates Service Design Day and everyone who’s working to create our new normal. While walking across the Millennium Bridge in London a few years ago, I noticed a group of people standing around and looking down curiously at a man who was laying at their feet. MORE
The coronavirus pandemic has ushered in a new way of life for people around the world. And, no big shocker here: Our collective behavior is impacting businesses large and small. MORE
This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. MORE
I worked at an advertising agency for just over a year. (A A year and a day to be exact.). Here’s how our typically engagement worked: The client would provide a brief. We’d quickly get to work on it, far out of sight from the peering eyes of our client. MORE
I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps. MORE
In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. MORE
Imagine you’re in the midst of a journey mapping workshop and your customers are bombarding you—in a good way—with insights about their needs and expectations. MORE
I’m thrilled to announce the launch of our Journey Mapping Master Toolkit — the industry’s only solution to combine the expert guidance and ready-to-use tools that you need to create effective maps. . MORE
What are you doing on March 17 & 18? If you’re going to find yourself in the neighborhood of Lima, Peru, please join me at the 17th International Retail Congress. MORE
Kerry Bodine
JUNE 1, 2020
This post celebrates Service Design Day and everyone who’s working to create our new normal. While walking across the Millennium Bridge in London a few years ago, I noticed a group of people standing around and looking down curiously at a man who was laying at their feet.
Kerry Bodine
JULY 6, 2020
In-person training won ’ t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains. To help you drive critical customer-centric decision-making in your organization, I’m hosting a Virtual Journey Mapping Bootcamp on August 4 & 5, 2020. .
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Kerry Bodine
MAY 11, 2020
As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold.
Kerry Bodine
MARCH 18, 2020
Hoo boy. It’s crazy out there. But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization you work for.
Advertiser: ZoomInfo
Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!
Kerry Bodine
MAY 15, 2020
We’re in the midst of the most rapid change to human behavior that many of us will ever see. What you knew about your customers back in January just doesn’t apply now — and if you’ve got existing journey maps, they are officially out of date.
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Kerry Bodine
APRIL 23, 2020
A couple of years ago, I read a book that changed the way I thought about my business — and my life: The Big Leap by Gay Hendricks.
Kerry Bodine
APRIL 19, 2020
We’re in the midst of the most momentous and rapid change to human behavior that many of us will ever see.
Kerry Bodine
MARCH 29, 2020
Note #1 — I’m posting this now because: It’s timely to the launch of Amazon’s new show Making the Cut , which premiered on March 27, 2020. It will be, I hope, a helpful reference for people designing integrated TV + shopping experiences in the future.
Kerry Bodine
APRIL 4, 2018
When I bumped into a former colleague at a recent conference, he was eager to chat about a journey mapping initiative his organization (a major financial services provider) was kicking off. But I got a blank look when I asked what journeys his team planned to focus on. “We
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In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!
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Kerry Bodine
APRIL 25, 2019
I’m thrilled to announce the addition of Jade to the Bodine & Co.
Kerry Bodine
JANUARY 16, 2020
I worked at an advertising agency for just over a year. (A A year and a day to be exact.). Here’s how our typically engagement worked: The client would provide a brief. We’d quickly get to work on it, far out of sight from the peering eyes of our client.
Kerry Bodine
JANUARY 10, 2020
I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps.
Kerry Bodine
JANUARY 16, 2020
I worked at an advertising agency for just over a year. (A A year and a day to be exact.). Here’s how our typically engagement worked: The client would provide a brief. We’d quickly get to work on it, far out of sight from the peering eyes of our client.
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Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.
Kerry Bodine
JANUARY 16, 2020
I worked at an advertising agency for just over a year. (A A year and a day to be exact.). Here’s how our typically engagement worked: The client would provide a brief. We’d quickly get to work on it, far out of sight from the peering eyes of our client.
Kerry Bodine
OCTOBER 20, 2016
This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites.
Kerry Bodine
JANUARY 10, 2020
I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps.
Kerry Bodine
JANUARY 10, 2020
I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps.
Speaker: Venessa Paech, Australia's Leading Community Specialist
Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.
Kerry Bodine
JANUARY 9, 2020
In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business.
Kerry Bodine
JANUARY 9, 2020
In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business.
Kerry Bodine
JANUARY 9, 2020
In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business.
Kerry Bodine
JANUARY 11, 2019
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. And just in case you’re wondering, that’s exactly what we’re doing here at Kerry Bodine & Co.)
Speaker: Sandi Lin & Linda Schwaber-Cohen
In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.
Kerry Bodine
JANUARY 2, 2020
What are you doing on March 17 & 18? If you’re going to find yourself in the neighborhood of Lima, Peru, please join me at the 17th International Retail Congress.
Kerry Bodine
JANUARY 2, 2020
What are you doing on March 17 & 18? If you’re going to find yourself in the neighborhood of Lima, Peru, please join me at the 17th International Retail Congress.
Kerry Bodine
JANUARY 2, 2020
What are you doing on March 17 & 18? If you’re going to find yourself in the neighborhood of Lima, Peru, please join me at the 17th International Retail Congress.
Kerry Bodine
OCTOBER 14, 2016
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.
Advertiser: Skilljar
Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.
Kerry Bodine
JUNE 14, 2018
Imagine you’re in the midst of a journey mapping workshop and your customers are bombarding you—in a good way—with insights about their needs and expectations.
Kerry Bodine
APRIL 28, 2019
The concept of the “journey” has permeated organizations over the past several years. While this might seem like good news to someone like me who champions the journey framework, I’ve noticed a disturbing trend — and it reminds me of one of my favorite movies.
Kerry Bodine
DECEMBER 9, 2019
I’m thrilled to announce the launch of our Journey Mapping Master Toolkit — the industry’s only solution to combine the expert guidance and ready-to-use tools that you need to create effective maps. .
Kerry Bodine
DECEMBER 9, 2019
I’m thrilled to announce the launch of our Journey Mapping Master Toolkit — the industry’s only solution to combine the expert guidance and ready-to-use tools that you need to create effective maps. .
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This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.
Kerry Bodine
MARCH 20, 2019
It’s the first day of spring, and we’re looking forward to enjoying a few days in our favorite Chicago season when we travel there for our Journey Mapping and Facilitation bootcamp on May 8 and 9. Day 1 mirrors that of our signature journey mapping bootcamp to help you build a strong foundation in the concepts and methods of journey mapping.
Kerry Bodine
JANUARY 29, 2019
The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. That’s not surprising: Compared to the 1.6 million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000.
Kerry Bodine
JULY 30, 2017
Journey maps have become one of the most popular tools for understanding and improving customer experiences. Case in point: more than 1,000 people have downloaded our free journey mapping template since the beginning of this year.) But why are journey maps so popular?
Kerry Bodine
NOVEMBER 29, 2017
I got a great question this morning from some colleagues who attended of one of our recent journey mapping workshops together: “Our marketing team would like to map the prospect journey from awareness up to purchase, but there are so many entry points and no linear process.
Advertiser: ZoomInfo
Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.
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