Following on from my recent interview, Retailers and their customers – what’s now and what’s next – Interview with Ian McGarrigle of the World Retail Congress, today I’m very excited to share with you an interview that I recently conducted with Kerry Bodine, vice president and principal analyst in Forrester’s customer experience research practice, about her new book: Outside In: The Power of Putting Customers at the Center of Your Business.
This interview makes up number twenty-seven in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.
Below are highlights from our interview:
About Kerry (from her Forrester bio page)
Kerry is a vice president and principal analyst in Forrester’s customer experience research practice and leads Forrester’s research on customer experience design. 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 make their customers happy. 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, and Advertising Age. She contributes a regular column and sits on the advisory board for 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.