Kerry Bodine

Customer Experience Coach
Bodine & Co.

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 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 and USA Today. She holds a master’s degree in human-computer interaction from Carnegie Mellon University.

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Bodine & Co.   

Session

Customer Journey Bootcamp: Hands-on Journey Mapping Lab

Whether you’re just getting started with journey mapping or looking for a methodology refresh, this workshop will give you the language and tools to map your customers’ interactions with your organization across both digital and non-digital touchpoints. Start out with an interactive discussion about the key elements of effective journey maps within the context of real examples, then you’ll practice mapping a real customer journey for your organization during a hands-on exercise. By the end of workshop, you’ll be able to answer the following questions: Why is journey mapping an essential methodology for today’s organizations to master? What factors make journey maps effective? How can you create journey maps? And how can journey maps be used to drive business results?

Monday, November 04, 2019

11:00 AM - 1:00 PM

Customer Journey Bootcamp

Keynote: The Path To Journey Management

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change and business performance. Enter journey management: A holistic approach to customer experience that unfortunately remains misunderstood and underutilized in most organizations today. In this keynote session, join Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic. Learn why journey mapping is just part of the Journey Discovery process, how effective organizations leverage Journey Design to define profitable future-state journey and how journey managers and journey analytics combine to enable Journey Delivery.

Tuesday, November 05, 2019

8:45 - 9:15 AM

VoC & Customer-Driven Design

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