Kerry Bodine’s 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.
In 2014, she founded Bodine & Co., a customer experience consulting firm focused on helping organizations fundamentally shift to thinking and working in more customer-centric ways. She’s also a frequent keynote speaker at conferences and private corporate events around the world.
Kerry’s 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. She contributes a regular column to Touchpoint, the journal published by the global Service Design Network.
Kerry spent seven years with the customer experience practice at Forrester Research. As a 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 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. In addition to her design background, she has 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.
Why has customer experience become a top strategic imperative for today’s leading executives and brands?
This eye-opener gives you a
comprehensive, need-to-know look at how smart companies achieve sustainable success in dealing with customers. Hint: It involves the entire organization, not just those on the”‘front lines.’ The GPS-like guidance provided here is invaluable.
Kerry works methodically to understand audience characteristics to make her presentations address the needs of both senior-level and international attendees.
I hired Kerry to present on the main stage and at smaller,
private speaking events — each of which has resulted in great audience feedback and results.
