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Kerry Bodine

Vice President, Principal Analyst serving Customer Experience PROFESSIONALS

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

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18 results in Reports

  • Kerry Bodine
  • IT Services

  • 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:The Emerging Technologies That Matter Most To Interactive Agencies

    Kerry BodineJune 11, 2007

    We asked 15 of the largest interactive marketing agencies in North America to tell us which emerging technologies will have the greatest impact on the future of their design practices. Agencies named...

    • Downloads: 370

  • For Customer Experience Professionals

    Report:Camp Organic: How One Top Agency Builds A Culture Of Customer Empathy

    Kerry BodineNovember 28, 2007

    Organic, one of North America's top digital marketing agencies, knows that exceptional experiences are grounded in a deep understanding of customers. But the firm doesn't just pay lip service to this...

    • Downloads: 268

  • For Customer Experience Professionals

    Report:Fry Is Best Suited For eCommerce Sites

    The Forrester Wave™ Vendor Summary, Q2 2007

    Kerry BodineApril 11, 2007

    Fry specializes in helping clients sell online, far more so than any other agency in our rankings. Depth of experience with transactional Web sites shows in reference work that scored well with...

    • Downloads: 163

  • 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:Sapient Delivers Strong Usability

    The Forrester Wave™ Vendor Summary, Q2 2007

    Kerry BodineApril 11, 2007

    Best known as a business consulting and technology services firm, Sapient has extended its interactive marketing practice through the 2006 acquisition of Planning Group International, the largest...

    • Downloads: 118

  • For Customer Experience Professionals

    Report:Macquarium Delivers Both Customer-Facing Sites And Intranet Apps

    The Forrester Wave™ Vendor Summary, Q2 2007

    Kerry BodineApril 11, 2007

    With its headquarters in Atlanta and a recently opened office in Chicago, Macquarium is more of a regional player than most other agencies in our rankings. However, the firm's roster of clients does...

    • Downloads: 85

  • For Customer Experience Professionals

    Report:Avenue A | Razorfish Establishes Itself As A Leader For Web Design

    The Forrester Wave™ Vendor Summary, Q2 2007

    Kerry BodineApril 11, 2007

    Avenue A | Razorfish continues to offer a soup-to-nuts Web marketing solution that includes designing and building high-quality sites as well as driving users to sites with marketing programs. This...

    • Downloads: 109

  • 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:imc2 Stands Out As A Thought Leader Among Interactive Marketing Agencies

    The Forrester Wave™ Vendor Summary, Q2 2007

    Kerry BodineApril 11, 2007

    imc2 has an approach to business that sets it apart from the herd. Privately held and organically grown, the firm seeks to differentiate itself through its strategy practice and the deep consumer...

    • 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:Critical Mass Delivers Top Web Work And Drives Organizational Alignment

    The Forrester Wave™ Vendor Summary, Q2 2007

    Kerry BodineApril 11, 2007

    Based in Canada, Critical Mass typically takes a hub-and-spoke approach to projects, concentrating design and development expertise in Toronto, Calgary, and Chicago while co-locating project...

    • Downloads: 69

  • 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

  • For Customer Experience Professionals

    Report:Arc Delivers Strong User Research And Branding Work

    The Forrester Wave™ Vendor Summary, Q2 2007

    Kerry BodineApril 11, 2007

    Arc Worldwide has a relatively small North American presence. But its geographic reach, comprising Chicago headquarters plus four additional offices in Atlanta, Detroit, San Francisco, and Toronto,...

    • Downloads: 61

  • For Customer Experience Professionals

    Report:VML Is Best Suited For Projects That Hinge On Solid User Research

    Kerry BodineApril 11, 2007

    VML is a diversified marketing and advertising agency based in Kansas City. The firm's substantial Web design practice is focused on enterprises with a portfolio of brands, like those for clients...

    • Downloads: 64

  • For Customer Experience Professionals

    Report:IconNicholson Is A Contender In The Web Design Market

    The Forrester Wave™ Vendor Summary, Q2 2007

    Kerry BodineApril 11, 2007

    A 20-year veteran of the interactive industry, IconNicholson's single-office model concentrates all North American talent in its New York headquarters. The firm has a track record of innovative...

    • Downloads: 59
 
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