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Kerry Bodine

Author & Customer Experience Expert

Kerry Bodine is an independent customer experience consultant and the co-author of Outside In: The Power of Putting Customers at the Center of Your Business. She helps organizations create and use customer journey maps.

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Bio

Kerry Bodine believes that happy customers lead to happy shareholders. With expertise in human-centered design, journey mapping, marketing, and branding, she founded the customer experience consultancy Kerry
Bodine & Co. in 2014. Her consultancy works with executives to co-create innovative products, services,
and experiences that can define their company's future. Her book, Outside In: The Power of Putting Customers at the Center of Your Business, helps business leaders understand the financial benefits of great customer
experiences — and how their organizations must change in order to deliver them.

Kerry spent seven years with the customer experience practice at Forrester Research. As vice president and
principal analyst, she led Forrester’s research on customer experience design and innovation. She was
also the creative force behind the customer experience ecosystem, a framework that helps companies diagnose
and fix customer problems at their roots.

Kerry holds a master’s degree in human-computer interaction from Carnegie Mellon University, and has
managed consumer research teams, designed interfaces for wearable devices and robots, and developed a 1995 Web-based social shopping prototype for AT&T Bell Labs.

Kerry’s ideas, analysis, and opinions have appeared on sites like The Wall Street Journal, Harvard Business Review, Fast Company, Forbes, USA Today, and Advertising Age. She is a frequent keynote speaker at conferences and private corporate events around the world.

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Keynotes

Featured Keynote

B2B Customer Experience

What are the unique challenges that business-to-business companies face when improving the customer experience?

Data-Driven Experiences

Data-Driven Experiences

How can you combine the right types of data—at the right time—to deliver remarkable customer experiences?
Designing Innovative Experiences

Designing Innovative Experiences

What new ways of thinking and working will help you intentionally create the experiences your customers truly want and need?
Making Promises, Keeping Promises

Making Promises, Keeping Promises

How can your customer experience deliver on the explicit and implicit expectations set by your brand and marketing communications?
B2C Customer Experience

B2C Customer Experience

What trends can business-to-consumer companies leverage to increase customer engagement and loyalty?
Mapping the Customer Journey

Mapping the Customer Journey

How can you visualize your customers’ pain points—and create empathy to drive organizational alignment?
The Future of CX

The Future of CX

How will brands’ relationships with consumers change over the next decade—and what can you do now to prepare?
The Business Value of CX

The Business Value of CX

Why has customer experience become a top strategic imperative for today’s leading executives and brands?