Outside In: The Power Of Putting Customers At The Center Of Your Business

Kerry Bodine believes that happy customers lead to happy shareholders. Her 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 Kerry Bodine & Co., a customer experience consultancy focused on customer journey mapping and experience design. She’s also a frequent keynote speaker at conferences and private corporate events around the world.

Kerry’s ideas, analysis, and 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 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.