Forrester Research : Analyst

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Kerry Bodine

Vice President, Principal Analyst serving Customer Experience PROFESSIONALS

Find Kerry on:
Blog: Customer Experience Blog

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.

Previous Work Experience

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.

Education

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.

Research Coverage:

Customer Experience Management, Multichannel Customer Experience

Reports (7)

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Topics

Customer Experience Management (7)
Interactive Marketing Strategy and Process (7)
Marketing Automation (7)
Marketing Service Providers (7)
Branding (1)

7 results in Reports

Kerry Bodine
Forrester Wave

For Customer Experience Professionals
Report:The Forrester Wave™: Interactive Marketing Agencies — Web Design Capabilities, Q2 2007
Avenue A | Razorfish, Critical Mass, Organic, and R/GA Lead The Pack
Kerry BodineApril 11, 2007
Forrester evaluated the Web design capabilities of leading interactive marketing agencies across 18 criteria. Our analysis identifies Avenue A | Razorfish, Critical Mass, Organic, and R/GA as Leaders...
- Downloads: 851
For Customer Experience Professionals
Report:WHITTMANHART Delivers Standout Personas And Solid Web Sites
Kerry BodineApril 11, 2007
Over the past two years, WHITTMANHART has staked out a national presence by expanding to nine offices that stretch from Washington, D.C., to Los Angeles. The agency's reference Web sites delivered...
- Downloads: 125
For Customer Experience Professionals
Report:Molecular Has Strong Quantitative Research And Usability Testing Skills
The Forrester Wave™ Vendor Summary, Q2 2007
Kerry BodineApril 11, 2007
Over the past two years, Molecular has grown from a regional player headquartered in Boston and focused on building Web sites to a national player that can also deliver interactive marketing services...
- Downloads: 104
For Customer Experience Professionals
Report:Organic Delivers Standout User Research And Strong Web Work
The Forrester Wave™ Vendor Summary, Q2 2007
Kerry BodineApril 11, 2007
Organic's vision to be "the go-to agency for empathy-based experience design" is well within its reach. Rigorous user research tactics, empathy-building exercises, and standout persona application...
- Downloads: 92
For Customer Experience Professionals
Report:Digitas Delivers Marketing Sites In Compressed Time Frames
The Forrester Wave™ Vendor Summary, Q2 2007
Kerry BodineApril 11, 2007
Digitas seeks to differentiate itself based on strong practices in rich media design and multichannel marketing campaigns. Because of its heritage as a traditional direct marketing agency and its...
- Downloads: 83
For Customer Experience Professionals
Report:Tribal DDB Delivers Top Web Branding Work And Solid Usability
The Forrester Wave™ Vendor Summary, Q2 2007
Kerry BodineApril 11, 2007
Headquartered in New York with offices in seven other North American cities, Tribal DDB is the interactive arm of advertising agency DDB Worldwide. Not surprisingly given its parentage, the firm has...
- Downloads: 87
For Customer Experience Professionals
Report:R/GA Is A Top Choice For Online Branding
The Forrester Wave™ Vendor Summary, Q2 2007
Kerry BodineApril 11, 2007
With a strategy that embraces visual arts and technology, R/GA has remained close to its roots as a graphic animation firm in the '70s. However, its innovative programs for exploring and delivering...
- Downloads: 87

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Kerry Bodine

Vice President, Principal Analyst serving Customer Experience PROFESSIONALS

Research Coverage:

Refine your results

Topics

For Customer Experience Professionals

Report:The Forrester Wave™: Interactive Marketing Agencies — Web Design Capabilities, Q2 2007

For Customer Experience Professionals

Report:WHITTMANHART Delivers Standout Personas And Solid Web Sites

For Customer Experience Professionals

Report:Molecular Has Strong Quantitative Research And Usability Testing Skills

For Customer Experience Professionals

Report:Organic Delivers Standout User Research And Strong Web Work

For Customer Experience Professionals

Report:Digitas Delivers Marketing Sites In Compressed Time Frames

For Customer Experience Professionals

Report:Tribal DDB Delivers Top Web Branding Work And Solid Usability

For Customer Experience Professionals

Report:R/GA Is A Top Choice For Online Branding

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