AI FOR CX AND EX
Where should you deploy AI to truly solve core customer and employee experience challenges — and propel your organization forward?
What’s next for CX?
Why has the CX discipline stagnated? And how can organizations leverage the their CX teams to drive meaningful change for their business and the world?
Be More Human
In the face of AI, how can organizations tap into the superpowers of their employees and learn to act in ways that benefit humanity?
Data-Driven Experiences
How can you combine the right types of data — at the right time — to deliver remarkable customer experiences?
CX Design & Innovation
What new ways of thinking and working will help you intentionally create great customer experiences?
CX Trends
How will changes in technology and human behavior redefine your customers’ expectations for your brand?
Business Value of CX
Why has customer experience become a top strategic imperative for today’s leading executives and brands?
Brand Promises
How can your CX deliver on the explicit and implicit expectations set by your brand and marketing communications?
Customer Journeys
How can you visualize your customers’ pain points — and create empathy to drive organizational alignment?
Kerry Bodine is a distinguished customer experience strategist, keynote speaker, and co-author of Outside In: The Power of Putting Customers at the Center of Your Business. With an academic foundation in human–computer interaction and over two decades of expertise, she helps organizations design customer-centric cultures that align systems, people, and strategy.
Previously, she led Forrester’s CX practice, where she created the customer experience ecosystem framework used by companies to diagnose and resolve customer pain points at their roots. Today, as founder of Kerry Bodine & Co., she partners with executives across industries to co-create innovative products and experiences that elevate customer loyalty, retention, and business growth.
Kerry Bodine is a globally recognized independent customer experience (CX) consultant, known for her deep expertise in human-centered design, marketing, and branding. With over two decades of experience, Kerry has helped transform some of the world’s leading brands, guiding organizations to create meaningful connections with their customers.
As a keynote speaker, author, and advisor, Kerry offers insights grounded in a deep understanding of the customer journey, helping companies foster loyalty, drive growth, and differentiate themselves in competitive markets.
Kerry Bodine is a seasoned expert in customer experience, with a rich background in human-centered design and branding. Her expertise is built on years of research and hands-on practice, applying design thinking methodologies to craft user-friendly and emotionally resonant experiences. Kerry co-authored Outside In: The Power of Putting Customers at the Center of Your Business, a bestseller that’s become a go-to guide for organizations seeking to understand the principles of customer experience. This thought leadership has earned her a reputation as a top authority in the field.
Kerry Bodine is a leading expert in customer experience, known for her ability to bridge the gap between human-centered design, marketing, and branding. With over two decades of experience working with top organizations around the world, she offers deep insights into creating customer-centric cultures that drive loyalty and growth. Kerry’s expertise, combined with her dynamic presence as a keynote speaker, makes her a sought-after authority in the world of customer experience.
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Speaking live from the Louvre, Kerry Bodine shows how customer journeys connect head, hands, and heart—and why CX drives revenue.
Kerry Bodine opens her keynote with enthusiasm, sharing her passion for helping organizations create happier customers. She introduces herself as founder of Kerry Bodine & Company and co-author of Outside In: The Power of Putting Customers at the Center of Your Business.
She defines customer experience (CX) as the thoughts, emotions, and perceptions customers have during their interactions with organizations. Once dismissed as “soft,” these insights are now recognized as hard business drivers. Bodine underscores this with data:
She stresses that CX is not optional it directly impacts loyalty, revenue, and cost savings. For example, Sprint reported an 18% reduction in customer service calls due to CX efforts, proving the measurable financial benefits of experience design.
Bodine explains that every customer interaction falls into categories that connect with the head (logic), hands (actions), and heart (emotions). She emphasizes that every employee contributes to CX, and every internal change, from policies to compensation ripples across the customer journey.
Her keynote closes with a clear message: focusing on customer experience isn’t just good practice, it’s a proven business strategy that saves costs, grows revenue, and strengthens loyalty.
00:00–00:30 — Opening: greeting from the Louvre, introduction.
00:30–01:00 — CX defined: thoughts, emotions, and perceptions of customer interactions.
01:00–01:40 — Statistics: willingness to pay more, customer churn due to bad service.
01:40–02:20 — Loyalty as a business driver; why executives now prioritize CX.
02:20–03:00 — The ecosystem effect: internal policies impact external experience.
03:00–03:40 — CX connects hands, heads, and hearts; everyone is responsible.
03:40–04:10 — Case study: Sprint’s 18% reduction in service calls, saving costs.
04:10–End — Closing: CX pays off; thank you and call to action for better experiences.
Customer experience has become a top strategic imperative for today’s leading brands. But in order to reap the benefits of improved customer relationships, executives need to understand how effective, effortless, and enjoyable experiences drive specific business results and how their organizations must change in order to deliver them.
Kerry Bodine defines customer experience as the thoughts, emotions, and perceptions customers have across all interactions with your brand and shows why leaders now compete on CX more than products or price. Drawing on research from IBM and Gartner, she explains why firms are elevating CX leadership and how top-tier CX companies outperform in the market.
She then quantifies the business case. The ACSI portfolio of high-CX firms beats the S&P 500 over time; Medallia data shows better experiences drive 2.5x spend in transactional businesses and far longer tenure in subscription models (74% vs. 43% one-year retention). Sprint cut service calls 18% by fixing pain points proving CX also lowers costs.
Bodine frames superior experiences through three lenses: hands (effective), head (easy), and heart (enjoyable/emotionally relevant)—using Uber as a case study (from receipts and fare reviews to real-time car tracking that calms anxiety and yes, the occasional “kittens” promo). She cautions that many teams over-optimize touchpoints; what actually moves economics is journey performance.
00:00 – What CX really is: customers’ thoughts, emotions, and perceptions across interactions.
02:10 – IBM’s “customer-activated enterprise” and Gartner’s stat: most firms planned to compete primarily on CX (and stood up CXO roles).
04:05 – ACSI high-CX portfolio vs. S&P 500; the compounding gap since 2000.
06:00 – Transactional: top-score customers spend ~2.5x
• Subscription: 74% vs. 43% one-year retention → >6 years vs. ~1 year tenure
08:05 – Sprint’s 18% reduction in service calls by fixing experience issues.
09:10 – Effective (does the job), Easy (low effort/cognitive load), Enjoyable (emotionally relevant).
10:20 – From effortless receipts and fare reviews to real-time car tracking that reduces anxiety—plus playful moments (e.g., kittens) that create delight.
12:35 – Even regulated/complex industries can reduce effort and create calm, clarity, and confidence.
13:25 – McKinsey finding: journey performance correlates more strongly with outcomes than isolated touchpoints.
A: A Forrester-originated framework that helps organizations identify and fix systemic root causes of CX problems
A: Yes, her ideas appear in major outlets such as HBR, WSJ, Forbes, Fast Company, USA Today, and Advertising Age.
A: She has consulted across sectors including retail, financial services, healthcare, and technology
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