Kerry Bodine

Kerry is the CEO of Kerry Bodine & Co., a CX consultancy helping organizations to understand, design, and manage profitable customer journeys. She taps into her past work as both a design practitioner and manager — as well as her master's degree in human-computer interaction from Carnegie Mellon University — to help clients envision and define broad, end-to-end customer experiences. Kerry is the author of the Forrester Big Idea report "The Customer Experience Ecosystem", a concept she developed to help companies identify the set of complex interdependencies that shape all of their interactions with customers. She started her tenure with Forrester in 2004 and was instrumental in the development of many of Forrester’s evaluation methodologies, including the Website Review, Phone Agent Review, Kiosk Review, Blog Review, and Persona Review. In previous roles, Kerry has led consumer research teams; guided the design of websites, branded social networks, iPhone applications, mobile sites, email messages, and display ads; designed wearable device and robotic interfaces; and, in 1995, developed a social shopping prototype for AT&T Bell Labs. She also worked as a management consultant for PricewaterhouseCoopers, where she learned more about mainframes and the TCP/IP protocol than she cares to admit. Kerry’s research, analysis, and opinions appear frequently on sites like "Harvard Business Review", "Forbes", and "Advertising Age", and she blogs for Forrester and "1to1 Media". She contributes a regular column and sits on the advisory board for "Touchpoint", the journal published by the Service Design Network. Kerry has keynoted major conferences on customer experience and marketing in Barcelona, Los Angeles, New York, Miami, and Tokyo.