Vice President, Principal Analyst
Customer Journey Mapping And Ecosystem Mapping
Kerry is a vice president and principal analyst in Forrester's customer experience research practice and the coauthor of Forrester's book, Outside In: The Power of Putting Customers at the Center of Your Business. Kerry leads Forrester's research on customer experience design and innovation. She taps into her past work as both a design practitioner and leader to help Forrester clients develop empathy for customer needs and co-create experiences that truly matter — for their customers, for their employees, and for their business. She’s also the creative force behind the customer experience ecosystem, a framework that helps companies diagnose and fix customer problems at their roots.
Kerry's research, analysis, and opinions appear frequently on sites like Harvard Business Review, The Wall Street Journal, Fast Company, Forbes, USA Today, and Advertising Age. She also contributes a regular column to Touchpoint, the journal published by the Service Design Network. An accomplished and frequently requested speaker, Kerry has keynoted major conferences on customer experience, design, and marketing around the globe.
In previous roles, Kerry has led 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 social shopping prototype for AT&T Bell Labs. She has also 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 and an undergraduate degree in cognitive science and psychology from Indiana University.