Customer Experience
Real human connection in customer experience starts with empathy, not better processes. Kerry Bodine reflects on how we instinctively split ... READ MORE »
Aligning your brand and customer experience means making sure every interaction delivers on the promises your marketing makes. Your brand ... READ MORE »
Customer Experience
Brand, marketing, and customer experience are often disconnected: the people who make promises to customers don't talk to the people who ... READ MORE »
Customer Experience
Your brand isn't separate from your customer experience, and neither can be separated from your corporate culture. Kerry Bodine argues that ... READ MORE »
Customer Experience
Your brand and customer experience are inseparable: what your brand really stands for isn't decided by your marketing team or your 'About ... READ MORE »
Customer Experience
Building AI fluency is a human-first journey, not a race to become an AI-first company. At her customer experience firm Bodine & Co., ... READ MORE »
Customer Experience
Building AI fluency is a human-first journey, not a race to become an AI-first company. At her customer experience firm Bodine & Co., ... READ MORE »
Customer Experience
The best customer experiences can't be handed over on a silver platter. Kerry Bodine argues that service design should be co-created with ... READ MORE »
Customer Experience
A strong customer experience measurement program rests on two complementary metrics: Net Promoter Score, which captures how customers feel ... READ MORE »
Customer Experience
Customer experience is important because it drives real business results, and the evidence comes from sources with no stake in selling CX. ... READ MORE »
