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  • For Customer Experience Professionals

    Report

    Report Service Design Agency Overview, 2013

    December 31, 2013 | Kerry Bodine, Michael E. Gazala

    Service designers define and implement interactions that span time and multiple touchpoints — as well as the behind-the-scenes activities and systems that enable firms to deliver those...

  • For Customer Experience Professionals

    Report

    Report The State Of Service Design, 2013

    A Sea Of Small Agencies Delivers Strategic Customer Experience Offerings
    December 31, 2013 | Kerry Bodine

    Companies need to define and implement seamless customer journeys that span time and multiple touchpoints. To help achieve that goal, this report sheds light on the current state of service design,...

  • For Customer Experience Professionals

    Report

    Report Case Study: Bertucci's Innovates The Fast-Casual Restaurant Experience

    New Dining Concept Draws Gen Y And Millennial Diners
    October 31, 2013 | Kerry Bodine

    In 2011, the executives at Bertucci's, a 30-year-old restaurant chain in the US Mid-Atlantic and New England regions, faced a big problem: The restaurant had become nearly invisible to younger...

  • For Customer Experience Professionals

    Report

    Report Design Lessons From Forrester's 2013 Outside In Award Winners

    A Look Inside The Experience Design Programs At Ally Bank And PwC Australia
    October 31, 2013 | Kerry Bodine, Amelia Sizemore

    In its first annual Outside In Awards, Forrester recognized two winners in the customer experience design category. Financial services provider Ally Bank designed and tested a mobile application in...

  • For Customer Experience Professionals

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    Report Business Model And Brand Fuel Customer Experience Innovation

    How To Dodge Innovation Copycats
    October 4, 2013 | Kerry Bodine

    Executives strive for customer experience innovation and make significant investments to get it. And yet, too many innovation initiatives are vulnerable to copycats. The remedy is to connect...

  • For Customer Experience Professionals

    Report

    Report Customer Experience Innovation Demystified

    June 27, 2013 | Kerry Bodine

    "Innovation" has become a buzzword in the customer experience field. Everyone talks about it, but no one knows quite what it is or how to attain it. In fact, most firms that believe that they're...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Ecosystem

    February 28, 2013 | Kerry Bodine

    Even companies that make customer experience a strategic priority struggle to implement major long-lasting improvements. That's because they fail to connect behind-the-scenes activities to customer...

  • For Customer Experience Professionals

    Report

    Report Planning A Co-Creation Workshop? Sweat The Details

    Best Practices For Including Customers, Employees, And Partners In Customer Experience Design
    February 13, 2013 | Kerry Bodine, Amelia Sizemore

    Co-creation — the practice of involving people from across the customer experience ecosystem in the experience design process — is a valuable and versatile methodology, but it usually...

  • For Customer Experience Professionals

    Report

    Report Executive Q&A: Customer Experience Co-Creation

    January 30, 2013 | Kerry Bodine, Amelia Sizemore

    Despite professed customer centricity, many firms don't think to involve customers, employees, or key delivery partners in the experience design process. This oversight costs firms precious time...

  • For Customer Experience Professionals

    Report

    Report 2013 Customer Experience Predictions

    What Customer Experience Professionals Need To Know About The Year Ahead
    January 3, 2013 | Kerry Bodine, Ron Rogowski

    Over the past two years, consumer technology adoption and market forces have catapulted the field of customer experience into strategic stature. But it will be years before customer experience is...

  • For Customer Experience Professionals

    Report

    Report Executive Q&A: Customer Experience Design

    June 22, 2012 | Kerry Bodine

    The right customer interactions, implemented the right way, don't just happen. Instead, they must be actively designed. This requires learning — and then sticking to — the steps in a...

  • For Customer Experience Professionals

    Report

    Report 2012 Customer Experience Predictions

    What Customer Experience Professionals Need To Know About The Year Ahead
    January 6, 2012 | Kerry Bodine

    While consumer technology adoption was the impetus for many customer experience efforts in 2011, an increasingly competitive industry landscape, the ever-increasing power of consumers, and a...

  • For Customer Experience Professionals

    Report

    Report Want Loyalty? Improve Your Call Center Customer Experience

    Call Center Satisfaction Ties To Loyalty Across 11 Industries
    May 13, 2011 | Kerry Bodine

    Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly...

  • For Customer Experience Professionals

    Report

    Report Call Center Experiences Leave Consumers On Hold For Something Better

    Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries
    April 11, 2011 | Kerry Bodine

    Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news?...

  • For Customer Experience Professionals

    Report

    Report Why Your Call Center Needs User-Centered Design

    How Focusing On Callers And Agents Can Drive Business Results
    April 6, 2011 | Kerry Bodine

    Today, user-centered design isn't widely used to improve call center interactions. That needs to change. When applied in the call center, the core activities of a user-centered design process...

  • For Customer Experience Professionals

    Report

    Report Reinvent Your Call Center Culture To Create Amazing Customer Experiences

    Focus On Hiring, Training, Incentives, and Metrics
    February 23, 2011 | Kerry Bodine

    Call centers offer companies daily opportunities to create meaningful connections with customers. When this happens, businesses increase customer loyalty and generate incremental revenue. But...

  • For Customer Experience Professionals

    Report

    Report 2011 Customer Experience Predictions

    What Customer Experience Professionals Need To Know About The Year Ahead
    January 14, 2011 | Kerry Bodine, Ron Rogowski

    In 2011, the customer experience ecosystem will expand to include a dizzying array of new devices, touchpoints, and physical interactions. The breadth of this emerging ecosystem and the number of...

  • For Customer Experience Professionals

    Report

    Report Service Design Creates Breakthrough Customer Experiences

    A Recap Of The Service Design Network 2010 Conferences
    December 20, 2010 | Kerry Bodine

    The 2010 Service Design Network conferences in Europe and the US highlighted organizations that achieved a higher level of customer experience through design innovation. Examples spanned industries...

  • For Customer Experience Professionals

    Report

    Report Firms Aren't Ready To Design For Desirability

    Self-Assessments Show Lack Of Rigor In Design Processes And Poor Site Quality
    June 17, 2008 | Kerry Bodine

    Companies need to design Web sites that are not only useful (offer value) and usable (provide easy access to value) but also desirable (appeal to emotions). To find out how prepared firms are to...

  • For Customer Experience Professionals

    Report

    Report User Experience Salaries Are On The Rise

    Results From The Usability Professionals' Association's 2007 Salary Survey
    June 4, 2008 | Kerry Bodine

    More than 900 US-based user experience (UX) professionals — including information architects, usability practitioners, and interface designers — responded to the 2007 salary survey that...

  • For Customer Experience Professionals

    Report

    Report What Consumers Want On Travel Web Sites

    February 22, 2008 | Kerry Bodine

    Forrester asked more than 5,000 online consumers about the content and functionality they'd most like on a variety of industry Web sites. In this document, we take a closer look at what consumers...

  • For Customer Experience Professionals

    Report

    Report What Consumers Want On Bank Web Sites

    February 22, 2008 | Kerry Bodine

    Forrester asked more than 5,000 online consumers about the content and functionality they'd most like on a variety of industry Web sites. In this document, we take a closer look at what consumers...

  • For Customer Experience Professionals

    Report

    Report What Consumers Want On Media Web Sites

    February 22, 2008 | Kerry Bodine

    Forrester asked more than 5,000 online consumers about the content and functionality they'd most like on a variety of industry Web sites. In this document, we take a closer look at what consumers...

  • For Customer Experience Professionals

    Report

    Report What Consumers Want On Consumer Electronics Web Sites

    February 19, 2008 | Kerry Bodine

    Forrester asked more than 5,000 online consumers about the content and functionality they'd most like on a variety of industry Web sites. In this document, we take a closer look at what consumers...

  • For Customer Experience Professionals

    Report

    Report User Ratings Top Consumers' Online Wish Lists

    Expectations For Consumer Electronics, Travel, Banking, And Media Sites
    February 6, 2008 | Kerry Bodine

    We asked more than 5,000 survey participants to tell us what Web site content and functionality they'd most like to see from four industries: consumer electronics (CE), travel, banking, and media....

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