Kerry Bodine believes that happy customers lead to happy shareholders. Her recent 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.
As a customer experience consultant, Kerry helps executives develop the strategies, operational proficiencies, and corporate cultures that they need to survive and thrive in an environment of rapid disruption. She taps into human-centered design principles to help companies co-create products, services, and experiences that truly matter — for their customers, for their employees, and for their business.
Kerry’s research, analysis, and opinions appear frequently 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 directed 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 led 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.