In this episode, Lily Vitale and I talk about the difference between Voice Of Customer programs and trust customer research efforts, why they are complimentary, not synonmous, and how Lily thinks about using different research methods, and working with stakeholders to ensure that insights from research turn into improvements in experiences.

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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The Obstacle is the way.

The hard thing about hard things

I can tell you the secret, but you won't want to hear it.

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Beth Karawan on LinkedIn

Some of Beth's writings:

Are Boy Scouts Masters of Change Management?

Brand Management: What’s Customer Experience Got to Do with it?

Silver bullet post

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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The only thing that is slower to change than culture is nature.

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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Connect with Kerry Bodine on LinkedIn

Kerry's master-class on Designing For AI in CX & EX

Bodine & Co.

Research Paper On The Difficulty Of Designing For AI

Creating Design Resources To Scafold The Ideation Of AI Concepts

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Waiting in line is a bad experience. Except that's not always true. Learn what makes some waits unbearable, while others are tolerable at worst, and a memorable part of the experience at best.

· Where is my bus? Impact of mobile real-time information on the perceived and actual wait time of transit riders

· Timing is right for T riders, businesses

· Subway Countdown Clocks Are Good For Business

· Houston airport baggage claim

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Andrew Carothers on LinkedIn

Connect with Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Connect with Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.