Analyst's Photo Name and Title Contact information
Kerry Bodine

Kerry Bodine
Vice President, Principal Analyst

Research Coverage

Business Strategy For Customer Experience, Channel Design Strategies, Customer Experience, Customer Experience Management, Multichannel Customer Experience, Organization & Culture For Customer Experience

Research Focus

Kerry leads Forrester’s research on experience design. She taps into her past work as both a design practitioner and leader to help Forrester clients envision and define broad, end-to-end customer experiences.

Kerry is the author of the Forrester Big Idea report, "The Customer Experience Ecosystem," a concept she developed to help companies identify the set of complex interdependencies that shape all of their interactions with customers. She started her tenure with Forrester in 2004 and was instrumental in the development of many of Forrester’s evaluation methodologies, including the Website Review, Kiosk Review, Blog Review, and Persona Review.

Previous Work Experience

In previous roles, Kerry has led consumer research teams; guided the design of websites, branded social networks, iPhone applications, mobile sites, email messages, and display ads; designed wearable device and robotic interfaces; and — in 1995 — developed a social shopping prototype for AT&T Bell Labs. She also worked as a management consultant for PricewaterhouseCoopers, where she learned more about mainframes and the TCP/IP protocol than she cares to admit.

Kerry’s research, analysis, and opinions appear frequently on sites such as Harvard Business Review, Forbes, and AdAge and she blogs for Forrester and 1to1 Media. She contributes a regular column and sits on the advisory board for Touchpoint, the journal published by the Service Design Network. Kerry has keynoted major conferences on customer experience and marketing in Barcelona, London, Los Angeles, New York, Miami, San Francisco and Tokyo.

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.

Latest Research


Kerry Bodine serves Customer Experience professionals.

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Recent Media Citations
1to1 Media, "3 Customer Experience Predictions," January 9, 2012
1to1Media, "Vendor Management Is a Key Driver in the Customer Experience Ecosystem," Oct 24, 2011
1to1Media, "Why Customer Experience? Why Now?," Oct. 10, 2011
1to1Media, "Corporate Customer Experiences Need Startup Mojo," Sept. 19, 2011
1to1Media, "How US Cellular Socializes Its Customer Experience Ecosystem," Aug. 3, 2011
1to1Media, "How Fidelity Co-Creates Its Customer Experience Ecosystem," July 25, 2011
1to1Media, "How Southern Water Mapped Its Customer Experience Ecosystem," July 11, 2011