We recently hosted a customer experience webinar with special guest, Kerry Bodine. Kerry is the co-author of Outside In: The Power of Putting Customers at the Center of Your Business. Her ideas, analysis, and expert opinions have appeared on sites like The Wall Street Journal, Harvard Business Review, Fast Company, Forbes, USA Today, and Advertising Age.
Kerry discussed the emerging role of journey managers, the growing shift away from measuring individual touchpoints in favor of measuring journeys, and the steps organizations can take toward developing a journey mindset.
During her presentation, Kerry also touched on the challenges presented by organizational silos, and why many companies struggle to drive meaningful change.
To gain a better understanding of how familiar webinar attendees were with the role of a journey manager, we polled the audience. We learned that the majority (55 percent) were not familiar with the role of a journey manager.
We were also curious about how attendees use journey management software, so we asked the audience whether or not they currently use any kind of software to measure and manage the customer journey. We discovered that just 12 percent of attendees currently have software in place, while 68 percent do not.
We finished off the hour with an interactive Q&A session, but Kerry's presentation sparked so many interesting questions that we ran out of time before all questions could be addressed. Kerry graciously offered to address each and every question after the live webinar, and you can find them all in a fantastic, in-depth post, on Kerry's blog.