Podcast appearances and mentions of kerry bodine

Consequence scanning. Data organization. Tech translation… Oh my! This week, Kerry Bodine — CX consultant to name brand fortune 500 companies, founder of Bodine & Co. and co-author of Outside In — joins us to explore the seismic shifts AI is bringing to the world of CS. Forget what you think you know about customer service; Kerry reveals why it's all about understanding customer emotions, perceptions, and the entire customer journey. We tackle the tough questions: How do we balance innovation with ethical considerations? How do we prepare our data for the AI revolution? And how do we design experiences that are both human and AI-powered? This is a must-listen for any leader navigating the uncharted territory of AI-driven customer experience.  Key Moments:  00:00 Who is Kerry Bodine, Founder of Bodine & Co.?03:19 The Biggest CS Mistake06:22 Perception vs. Reality: Bridging the Expectation Gap13:07 Consequence Scanning: Your AI Framework18:00 AI Risk Assessment & Navigating Ethical Gray Areas20:00 Leadership in the Age of AI25:05 Data Readiness for AI Implementation32:36 Human-Centered Design & Confronting Your Silos37:18 Key Advice for CS Leaders  –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

Connect with Kerry Bodine on LinkedInKerry's master-class on Designing For AI in CX & EXBodine & Co.Research Paper On The Difficulty Of Designing For AICreating Design Resources To Scafold The Ideation Of AI Concepts Connect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Kerry Bodine is the co-author of Outside In and a globally recognized customer experience expert. She founded Bodine & Co. in 2014 on the belief that unified and profitable customer experiences must be built from within — and that requires new ways of working and thinking. 0:41.206 People might know about you 2:45.090  - 5:17.354 Why CX must be built from within the organization  6:16.947  -  7:37.675 Don't make decisions based on flawed assumptions  8:15.106  -  9:17.159 Tell Stories to Solve Problems  9:46.294  - 11:03.806 The best way to deliver information is through aggregate/real-life storytelling  11:23.246 - 15:03.345 Get buy-in across the organization by showing how CX impacts business outcomes  17:25.918 - 20:20.225 Most companies think they deliver a great experience, but customers don't agree. How can they know for sure?  21:27.869 -  22:28.164 Has your organization delivered on your Mission, Vision, Values / Brand Attributes?  23:13.948 - 26:01.928 How to get in front of relationship management ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

#storytelling #communication #writing #empathy In Episode #794 of CXOTalk, we explore storytelling in business with Josh Bernoff, a seasoned ghostwriter, industry analyst, and business strategist. Josh explains how stories can drive business success, and how empathy can transform intellectual ideas into emotionally resonant narratives.This episode presents the challenges technology leaders face in storytelling, the significance of a robust product story, and the universal appeal of visual storytelling. Josh explains how to manage executive bias in data storytelling, crafting stories with data, addressing salespeople's resistance to storytelling, and the foundational role of empathy in effective storytelling.Topics in this episode include:► The power of stories in business communications► Impact of stories on business success► Empathy translates intellectual ideas into stories with emotional impact► The challenge of storytelling for technology leaders, like CIOs and CTOs► The power of a strong product story► How to tell a memorable story► The power of visual storytelling is universal across cultures► How to handle executive bias in data storytelling► How to tell a story with data► How to address pushbacks from salespeople on storytelling► How to tell sales stories► Role of empathy in storytelling for sales► How to write an effective story for business► Effective stories require details to become real► How to write an effective customer case study in business► How to manage marketing departments that do poor storytelling► Create interesting storytelling, without rehashing old, tired stories► How to create a narrative story arc in business writing► What CIOs should know about effective storytelling for information technology► What are the best AI tools for B2B writing► Empathy is the foundation of effect storytellingSubscribe to be notified of LIVE CXOTalk shows: www.cxotalk.com/subscribeRead the complete transcript: https://www.cxotalk.com/episode/cxos-guide-to-effective-storytelling-in-businessJosh Bernoff has been a professional writer since 1982. He has coauthored three books on business strategy, including Groundswell, which was a bestseller. And he is passionate about clear, brief, fascinating communication.For 20 years at Forrester Research, he wrote and edited reports on the future of technology. He learned to do kick­ass analysis of business strategy, then taught others to do so. In his last five years there, as Senior Vice President, Idea Development, he identified, developed, and promoted Forrester's most powerful and influential ideas. He gave hundreds of speeches around the world, got quoted in every news source you can name, and gave strategy advice to countless clients from the world's largest companies and tech vendors. Josh Bernoff also created Technographics, the segmentation that launched Forrester's highly successful consumer survey business.At Forrester he edited two books by other analysts: Outside In: The Power of Putting Customers at the Center of Your Business (New Harvest/HMH, 2012) by Harley Manning and Kerry Bodine and Digital Disruption: Unleashing the Next Wave of Innovation (Amazon Publishing, 2013) by James McQuivey.Before Forrester Josh Bernoff spent 14 years in technology startups writing everything from product definitions to online tutorials to press releases. He studied mathematics in the Ph.D. program at MIT and was a National Science Foundation fellow.

The Best Way to Deliver Information is Through Storytelling - Kerry Bodine [Customer Experience]In this podcast episode, Kerry Bodine, author, speaker, and customer experience thought leader, shares her insights on building unified and profitable customer experiences from within an organization. She emphasizes the importance of not making decisions based on flawed assumptions and instead using aggregate/real-life storytelling to solve problems and deliver information. Kerry also stresses the need to get buy-in across the organization by showing how customer experience impacts business outcomes. She notes that while most companies believe they deliver a great experience, customers often disagree, and organizations should examine whether they have delivered on their mission, vision, values, and brand attributes. Finally, Kerry provides insights on getting in front of relationship management and delivering exceptional customer experiences. As the CEO of Bodine & Co., Kerry believes that creating great customer experiences requires new ways of working and thinking and that unified and profitable customer experiences must be built from within an organization.ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

Are you putting the customers at the center of your business? Would your clients say yes, if asked?  Stacy Sherman and Kerry Bodine discuss how to put the customer first and gain financial benefits by applying "Outside-In" tactics and doing journey mapping the right way. You'll gain valuable advice whether brand new to journey mapping and the customer experience field or advanced in your practice and want to amp up your skills. This episode will help you make a noticeable business impact. Details at: DoingCXRight.com/podcast

Kerry Bodine - Author, speaker, and customer experience thought leader. CEO of Bodine & Co. [Customer Experience]Kerry Bodine is the co-author of Outside In and a globally recognized customer experience expert. She founded Bodine & Co. in 2014 on the belief that unified and profitable customer experiences must be built from within — and that requires new ways of working and thinking.:41.206 People might know about you2:45.090 – 5:17.354 Why CX must be built from within the organization 6:16.947-7:37.675 Don't make decisions based on flawed assumptions 8:15.106-9:17.159 Tell Stories to Solve Problems 9:46.294-11:03.806 The best way to deliver information is through aggregate/real-life storytelling 11:23.246– 15:03.345 Get buy-in across the organization by showing how CX impacts business outcomes 17:25.918 – 20:20.225 Most companies think they deliver a great experience, but customers don't agree. How can they know for sure? 21:27.869-22:28.164 Has your organization delivered on your Mission, Vision, Values / Brand Attributes? 23:13.948-26:01.928 How to get in front of relationship management ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

From dead badgers to Downton Abbey. This thing is big! Featuring UX London speakers Kerry Bodine, Jamin Hegeman, and Lou Downe.

The recent resurgence of focusing on customer experience has been supported by more than just millennials.   Turns out, everybody wants a better customer journey. And technology is sitting behind the wheel.   In this episode of That’s Genius! I speak with co-author of Outside In and the CEO of Bodine & Co., Kerry Bodine. She shares her perspective on the rise of the customer journey manager.   Plus, we cover:   What’s led to the resurgence of the customer journey Why focusing on the customer journey isn’t just for B2C How technology has added exponential value to the customer journey   Resources mentioned in this episode:  - Upcoming webinar on customer journey.    - The Ultimate Question.   To hear this episode and more like it, subscribe to That’s Genius! on Apple Podcasts, Stitcher, or tune in on our website.  

Following on from my recent interview, The Age of the Customer – Interview with Kerry Bodine about her new book Outside In, today I'm very excited to share with you an interview that I recently conducted with Alexis Dormandy, Founder at LoveThis, about his new venture: LoveThis, the place to find your friends recommendations on everything from restaurants to builders. Founded in 2010, and launched in 2011, LoveThis helps friends find the things their friends recommend in over 30 countries around the world. This interview makes up number twenty-eight in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.

Following on from my recent interview, Retailers and their customers – what's now and what's next – Interview with Ian McGarrigle of the World Retail Congress, today I'm very excited to share with you an interview that I recently conducted with Kerry Bodine, vice president and principal analyst in Forrester's customer experience research practice, about her new book: Outside In: The Power of Putting Customers at the Center of Your Business. This interview makes up number twenty-seven in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.

In this episode of the CXChronicles Podcast Adrian chats through his recent experiences joining the Comcast CX Technology Day 2019 in Philadelphia, PA. Adrian joined an incredible group of CX thought leaders, authors, podcasters and business owners including; Jay Baer, Dan Gingiss, Geno Church, Mitch Joel, Mike Wittenstein, Jackie Hubba, Colin Shaw, Kerry Bodine, Natalie Petouhoff, Marsha Collier, Megan Burns, Steve Walker, Chris Penn, Steve Shapior, Clay Hebert and Jim Tincher. In this CXWeekly update you will learn about how a massive company like Comcast thinks about building, scaling and managing their massive CX and customer service team. We get into the weeds on CX technology, social media care, telecommunication technology updates + how the CX executive team Comcast is planning for their future. Listen to the CXChronicles Podcast today to listen and learn from amazing customer focused business leaders! Support the show (https://cxchronicles.com/)

Our host, John Corrigan, talks with Kerry Bodine, founder of Kerry Bodine & Co and author of "Outside In," about getting executive buy-in for customer experience programs and journey mapping work.

Our host, John Corrigan, talks with Kerry Bodine, founder of Kerry Bodine & Co and author of "Outside In," about journey mapping workshops.

Our host, John Corrigan, talks with Kerry Bodine, founder of Kerry Bodine & Co and author of "Outside In," about journey maps as a tool for your CX program. Part 1 of 3.

Our host, John Corrigan, talks with Kerry Bodine, founder of Kerry Bodine & Co and author of "Outside In," about service design and design concepts. What is co-creation? What is the difference between service design and design thinking? How do you get buy-in from leadership? Listen to Part 2 of the conversation now.

Our host, John Corrigan, talks with Kerry Bodine, founder of Kerry Bodine & Co and author of "Outside In," about service design and journeys. What is service design? How is it similar to and different from customer experience? Listen to Part 1 of the conversation now.

Steve welcomes to the podcast Kerry Bodine, founder of Kerry Bodine and Company, to discuss the important of user- and human-centered design in customer experience and Kerry’s thoughts on trends and how UX is impacting CX today.

Att skapa bra kundupplevelser går så mycket längre än att bara göra det enkelt att köpa. I dagens avsnitt har jag med mig Johan Sjöström från digitalbyrån Esatto som är expert på Customer Experience och Customer Journey Mapping, som är ett verktyg för att skapa kundresekartor. Johan Sjöström har närmare 20 års erfarenhet av att bygga och designa digitala kundmöten. Han har bland annat arbetat och varit projektledare på några av Sveriges största webbplatser såsom ICA, Polisen och Riksdagen. Sen ett par år tillbaka arbetar han på digitalbyrån Esatto. Hans fokus ligger idag framförallt på Customer Experience och han håller även kurser på området. I det här avsnittet pratar får du en inblick i vad Customer Experience, Customer Journey Mapping är och hur man arbetar med det. Vi pratar även om hur kundresan skiljer sig från köpresan och vad det innebär för oss digitala marknadsförare. Du får bland annat höra: Vad som gör en kundupplevelse bra Hur man samlar in kvalitativa kundinsikter Hur man mappar ut kundresan och vilka verktyg han använder Varför det är så viktigt att arbeta tvärfunktionellt Och hur man mäter kundupplevelse Som vanligt hittar du här under en samling med länkar till sociala profiler, verktyg, böcker och andra resurser vi nämnde i avsnittet. För dig som vill läsa mer om vad arbetet med upplevelse kan innebära samt se innehållet i en verklig kundresekarta så ska du kolla in bonusresursen här nedan. Bonusresurs om CX och CJM I pdf:en kan du bland annat läsa mer om UC:s arbete med kundupplevelse och se en tydlig visualisering av kundresekartan. Länkar Johan på Linkedin Esatto Johans CX- och CJM-kurs på Resumé Akademi Billogram Asket UC Verktyget Custellence Kundupplevelse av Daniel Ewerman Outside in av Kerry Bodine och Harley Manning Kundresan av Margareta Boström och Stefan Friberg Tjänstedesignbloggen Kerry Bodines blogg Tack till Mikael Lindberg på New Breeze Music som klipper podden och står för musiken.

Holistic design is a term being thrown around, but what does it really entail? Listen as Lou talks with Kerry Bodine, customer experience expert and founder of Kerry Bodine & Co. and author of Outside In, as they discuss how UX designers can benefit by using service design as a framework to create product and customer journeys. Follow Kerry Bodine on Twitter: https://twitter.com/kerrybodine Get your ticket for our virtual conference, The Business Case for Design: https://rosenfeldmedia.com/business-case-for-design/

Dan Fine is a customer experience professional who has worked on brands like NAB, Telstra, Sensis, and Vic Roads. In this episode you’ll learn how to define the role of a customer experience professional, plus you’ll discover many tips and resources that you can use on your journey to becoming a great CX pro.   Resources mentioned: Service Design Show (podcast). Why Service Design Thinking (podcast). This is HCD (podcast). General Assembly (course). Academy XI (course). Customer Experience Professionals Association This is Service Design Thinking (book), by Marc Stickdorn and Jakob Schneider. The Field Guide to Human-Centered Design (book), by IDEO. The Ultimate Question 2.0 (book), by Fred Reichheld and Rob Markey. Beyond the Ultimate Question (book), by Bob Hayes. Bulletproof Radio (podcast), with Dave Asprey. Influencers (podcast), by Jon Levy Closing the Delivery Gap (research), by Bain and Company   Additional Resources: The Ten Principles Behind Great Customer Experiences (book), by Matt Watkinson. Outside In: The Power of Putting Customers at the Center of Your Business (book), by Harley Manning and Kerry Bodine. Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers (book), by Dave Gray, Sunni Brown, and James Macanufo. Xplaner (website). Strategyzer (website). Service Design Tools (website).   Key takeaways (starts at 30:35): Any CX initiative needs to be driven by the CEO. Present ideas with 51% confidence but 100% conviction. Treat survey data like an asset. Close the delivery gap between what you think you know and what the customer experiences.

Oggi parliamo di CRM.Ma non parleremo del CRM in generale.Ci sono un sacco di risorse per capire che cosa è un customer relationship manager software. Parleremo di User Adoption, cioè il fattore che pesa maggiormente sul successo del vostro CRM nelle aziende.Quindi cosa sentirete oggi, per approfondire questo tema? Direi che approfondiremo diversi aspetti importanti, fasi che tutti quelli che hanno installato e gestito un crm conoscono bene.A volte perché li hanno imparati prendendo le bastonate!Continua su:http://www.MERITA.BIZ/83 ### NOTE DELLA PUNTATA ###Oggi non ho moltissime note della puntata. Quello che posso suggerirvi sono un po’ di buone letture.“Clienti al centro: Reinventare il business nell’era della customer experience” di Harley Manning e Kerry Bodine;“Connected CRM: Implementing a Data-Driven, Customer-Centric Business Strategy” di David S. Williams.### PODCAST ###HTTP://www.MERITA.BIZ/PODCAST Sottoscrivi il podcast su: iTunes: http://j.mp/MERITA-ITUNES Stitcher:http://j.mp/MERITA-STITCHER Spreaker:http://j.mp/MERITA-SPREAKER Soundcloud:http://j.mp/MERITA-SOUNDCLOUD ##### WWW.MERITA.BIZ #####

This episode with Kerry Bodine is all about the customer journey. First Kerry argues for the fact that we should spend less time making customer journey maps. Or maybe not even make these maps at all. Next we talk about the idea of putting the journey at the center of customer driven innovation. This raises the question if we do so how far can or should we organize around this journey? Finally Kerry ask her big questions that focuesses on the role of customer experience in times of uncertainty. ---------------------------------------- EPISODE GUIDE 1:40 - First encounter with Service Design. 2:48 - What if we didn’t create maps? 12:02 - What if we rethink the key principle for customer experience? 19:42 - How far should we go to organize around the customer journey? 27:12 - Big question: How are you making your role essential? ---------------------------------------- MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow OFFICIAL YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel ➜ youtube.com/servicedesignshow

Kerry Bodine believes that happy customers lead to happy shareholders. Her book, Outside In: The Power of Putting Customers at the Center of Your Business, helps business leaders understand the financial benefits of great customer experiences—and how their organizations must change in order to deliver them. In 2014, she founded Kerry Bodine & Co., a customer experience consultancy focused on customer journey mapping and experience design. She's also a frequent keynote speaker at conferences and private corporate events around the world. Kerry's ideas, analysis, and opinions have appeared on sites like The Wall Street Journal, Harvard Business Review, Fast Company, Forbes, USA Today, and Advertising Age. She contributes a regular column to Touchpoint, the journal published by the global Service Design Network. Kerry spent seven years with the customer experience practice at Forrester Research. As vice president and principal analyst, she led Forrester's research on customer experience design and innovation. She was also the creative force behind the customer experience ecosystem, a framework that helps companies diagnose and fix customer problems at their roots. In previous roles, Kerry managed consumer research teams; guided the design of websites, mobile apps, and branded social networks; designed interfaces for robots and wearable devices; and, in 1995, developed a Web-based social shopping prototype for AT&T Bell Labs. In addition to her design background, she has completed stints as both a management consultant and an advertising executive. Kerry holds a master's degree in human-computer interaction from Carnegie Mellon University.