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.
Speaker fees can vary depending on factors such as expertise, demand, and event specifics. While some speakers may charge a flat fee for their services, others may have hourly rates. It’s best to discuss fee structures directly with the speaker or their representative to understand the pricing model.
Keynote speeches typically range from 30 to 90 minutes, with the duration determined by the speaker’s expertise, the event’s agenda, and audience preferences. Keynote speeches often include a combination of inspirational stories, practical insights, and actionable advice tailored to the event’s theme or objectives.
The scale of the event and audience size can indeed impact a speaker’s fee. Larger events with a broader reach or higher attendance may command higher fees due to increased exposure and demand. Conversely, smaller events or niche audiences may offer opportunities for more flexible pricing arrangements.
Travel expenses such as transportation, accommodation, and meals are typically negotiated separately from the speaker’s fee. These costs vary depending on the speaker’s location, travel distance, and event duration. It’s important to clarify travel arrangements and expenses during the booking process to avoid misunderstandings.
Many speakers require a deposit to secure a booking, with the remaining balance due closer to the event date. Deposits are often non-refundable and serve as a commitment from both parties. It’s advisable to discuss deposit requirements and payment terms with the speaker or their representative when finalizing the booking.
Ready to find the perfect speaker for your event? Use our advanced search feature or contact us to get started today!
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.
Dennis Snow is a globally recognized expert in customer experience, leadership, and service excellence. With a distinguished career spanning over three decades, Dennis has dedicated his life to helping organizations create unforgettable customer experiences that drive loyalty and business success. His passion for service excellence stems from his 20 years with the Walt Disney Company, […]
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 […]
Joey Coleman is an internationally recognized keynote speaker, educator, and thought leader specializing in customer experience and employee retention. With over two decades of experience across multiple industries, Joey has become a trusted resource for organizations seeking to improve their relationships with customers and employees. Known for his innovative “First 100 Days” methodology, Joey helps […]
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 […]
Dan Gingiss is a globally recognized customer experience keynote speaker, consultant, and author, known for his unique ability to turn ordinary customer interactions into extraordinary experiences. His philosophy centers on delivering remarkable customer experiences that not only meet but exceed expectations, transforming passive customers into enthusiastic brand advocates. Dan has spent over 20 years working […]
Dr. Martha Rogers, recognized globally for her groundbreaking work in customer-focused business strategies, is a thought leader who has transformed the landscape of customer relationship management (CRM) and customer experience (CX). With over 25 years of expertise, Dr. Rogers is the co-founder of the Peppers & Rogers Group, a consultancy that has shaped the strategic […]
Heather R Younger is the Founder and CEO of Employee Fanatix, a prominent figure in the realm of employee engagement and consulting. Renowned as a captivating keynote speaker, Heather brings forth invaluable insights garnered from over 25,000 employee experiences. With a robust background spanning decades in human resources and organizational development, Heather R Younger has […]
Jason Hewlett is a captivating motivational speaker, seasoned emcee, and accomplished entertainer with a unique blend of humor, inspiration, and talent. Known for his energetic and interactive style, Jason has delighted and motivated audiences worldwide, helping them discover the power of personal authenticity and perseverance. Through his transformative storytelling and musical impressions, he creates a […]
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
