Kerry Bodine believes that happy customers lead to happy shareholders. 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 is an independent customer experience consultant with expertise in human-centered design, marketing, and branding. She helps executives co-create innovative products, services, and experiences that truly matter — for their customers, for their employees, and for their business.
Kerry’s ideas, analysis, and opinions have appeared on sites like Harvard Business Review, The Wall Street Journal, Fast Company, Forbes, USA Today, and Advertising Age. She also contributes a regular column to Touchpoint, the journal published by the global Service Design Network. An accomplished and frequently requested speaker, Kerry has keynoted customer experience, design, and marketing conferences around the world.
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.
In previous roles, Kerry has managed consumer research teams; guided the design of websites, mobile apps, and branded social networks; designed interfaces for robots and wearable devices; and, in 1995, developed a Web-based social shopping prototype for AT&T Bell Labs. She has also completed stints as both a management consultant and an advertising executive.
Kerry holds a master’s degree in human-computer interaction from Carnegie Mellon University.
BUSINESS VALUE OF CX
Why has customer experience become a top strategic imperative for today’s leading executives and brands?
How will changes in technology and human behavior redefine your customers’ expectations for your brand?
What new ways of thinking and working will help you intentionally create great customer experiences?
How can your CX deliver on the explicit and implicit expectations set by your brand and marketing communications?
How can you visualize your customers’ pain points — and create empathy to drive organizational alignment?
How can you combine the right types of data — at the right time — to deliver remarkable customer experiences?
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