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The Power of Customer Experience: Insights from Kerry Bodine, Author and Global CX Expert [Customer Experience]
Manage episode 377256296 series 2875989
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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
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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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/
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