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Kerry   Bodine

Kerry Bodine

Author & Customer Experience Expert

In-Person Fee Range:
$20,001 - $30,000
Virtual Fee Range:
$10,001 - $15,000
Traveling from:
California
Kerry Bodine Speaking Reel

Kerry Bodine

Author & Customer Experience Expert

In-Person Fee Range:
$20,001 - $30,000
Virtual Fee Range:
$10,001 - $15,000
Traveling from:
California

Why Book

  • Kerry is a warm, engaging, and energetic keynote speaker. As co-author of Outside In: The Power of Putting Customers at the Center of Your Business, Kerry helps business leaders understand the financial benefits of great customer experiences—and how their organizations must change in order to deliver them.

Biography

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.

Read More

Programs

AI for CX and EX

This keynote provides a look at eight major AI capabilities (including and going beyond Gen AI) and gives you practical frameworks for applying these capabilities within the context of the customer or employee journey, with the end goal of supercharging the customer experience, employee experience, and business outcomes.

AI for Leaders: How You Will Shape the Future of Work

Governments are getting involved in AI governance. But the majority of decisions about where and how AI will be implemented will be made by business leaders. In this keynote, I explore examples of unintended consequences of AI in business and provide a framework for examining the long-term ramifications of decisions made today.

THE BUSINESS VALUE OF CX

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

THE FUTURE OF CX

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

MAPPING THE CUSTOMER JOURNEY

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

B2C CUSTOMER EXPERIENCE

What trends can business-to-consumer companies leverage to increase customer engagement and loyalty?

MAKING PROMISES, KEEPING PROMISES

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

DESIGNING INNOVATIVE EXPERIENCES

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

DATA-DRIVEN EXPERIENCES

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

B2B CUSTOMER EXPERIENCE

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

The Silent Majority: How to Predict Customer Loyalty

This is a good fit for more CX-focused attendees or top execs. In a nut shell, you have a silent majority of customers who you never hear from — they don’t answer your surveys, and you have no idea how they’re feeling about their experience or your brand. Tapping into the data within your organization and GenAI, you can predict which of your customers are going to churn, reach out the them, and create an action plan to address their needs. As I’m talking about it now, it’s a high-touch model, so primarily for business-to-business organizations or B2C with high consideration products/services.

Kerry Bodine Reviews

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.

— Forbes

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.

— Salesforce

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