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 GLIMSDAHL
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Reasons NOT to Focus on Employee Experience: A Comprehensive Guide
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