Kerry Bodine

With expertise in human-centered design, marketing, branding, and customer experience, Kerry Bodine founded the independent consultancy Bodine & Co. in 2014. Her firm collaborates with executives to co-create innovative products, services, and experiences that define their companies’ futures. Kerry is the author of "Outside In: The Power of Putting Customers at the Center of Your Business," a book that guides business leaders to appreciate the financial benefits of exceptional customer experiences and the organizational adjustments required to achieve them.

Kerry spent seven years at Forrester Research, where she was vice president and principal analyst within the customer experience practice. During her tenure, she led research on customer experience design and innovation and developed influential models including the customer experience ecosystem framework. This framework assists organizations in diagnosing and resolving customer issues at their roots.

Kerry holds a master’s degree in human-computer interaction from Carnegie Mellon University. She has an extensive background in consumer research, having managed teams and overseen the design of websites, mobile apps, and branded social networks. Kerry also has experience in designing interfaces for wearable devices and robots, and developed a web-based social shopping prototype for AT&T Bell Labs in 1995. Her ideas, analysis, and opinions are regularly featured in publications like The Wall Street Journal, Harvard Business Review, Fast Company, Forbes, USA Today, and Advertising Age. As a sought-after keynote speaker, Kerry addresses global audiences at customer experience, design, and marketing conferences, sharing insights into innovative customer experience trends, the alignment of brand promises with customer expectations, and strategies for enhancing customer satisfaction through improved service journeys.