Search....
CTRL+K
Search....
CTRL+K
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.
View All Speakers and follow us on Twitter
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
In order to view the below you must be logged in.
Blake Morgan is renowned for her insightful perspectives, strategic acumen, and visionary approach. As a keynote speaker, author, and board member, she leverages her profound expertise to guide organizations toward excellence in customer engagement and business growth. With a deep understanding of emerging technologies and consumer trends, Blake is at the forefront of shaping the […]
Simon T. Bailey is a globally recognized speaker, author, and expert on personal and organizational brilliance. With over two decades of experience, Simon has inspired millions through his dynamic presentations, coaching, and best-selling books. He is a catalyst for positive change, guiding individuals and organizations to discover their inner brilliance and achieve extraordinary success. Simon’s […]
Brent Adamson is a world-renowned researcher, author, presenter, trainer, and advisor to B2B commercial executives. Known as having the “biggest crystal ball in B2B sales,” Brent is the co-author of the best-selling, industry-changing The Challenger Sale and The Challenger Customer. He is also a frequent contributor to well-known business publications, including the Harvard Business Review, […]
Ryan Estis understands the pulse of modern business like few others can. With 15 years of experience as an ad agency executive, he’s been at the helm of steering companies towards unparalleled success. His journey from corporate leadership to entrepreneurial innovation has equipped him with a unique perspective that resonates powerfully with audiences worldwide. Drawing […]
Brittany Hodak is not just a speaker; she’s a force of nature in the world of business and entrepreneurship. With a remarkable track record of inspiring audiences worldwide, she stands as a beacon of insight, innovation, and inspiration. An international keynote speaker and an award-winning business leader, Brittany has left an indelible mark on the […]
Laurie Guest, CSP, CPAE, is a dynamic keynote speaker, author, and customer service expert known for her engaging and practical approach to helping businesses attract and retain new customers. With over two decades of experience, Laurie has inspired countless business leaders and teams to elevate their customer service standards, resulting in lasting improvements and significant […]
Jay Baer is a Hall of Fame speaker who illuminates pathways to business growth through the twin pillars of customer experience and marketing innovation. With a career spanning decades, Jay has not only achieved acclaim as a speaker but has also carved out a reputation as an accomplished emcee and host, effortlessly guiding large events […]
Ranked for the last six years in the Top 50 Business Thinkers in the world by Thinkers50, Tiffani Bova is a luminary in the business realm, continuously reshaping our perception of growth and innovation. A thought leader of unparalleled expertise, Forbes aptly describes her as someone who “reshapes our perception of growth.” Her nearly 30-year […]
These remain the property of its owner and are not affiliated with or endorsed by Speakers Inc.
All talent fees exclude VAT, travel and accommodation where required.
Our Mission:
© All rights reserved 2025. Designed using Voxel
