Vice President and Principal Analyst, Forrester Research
Kerry Bodine is the coauthor of Outside In: The Power of Putting Customers at the Center of Your Business. A vice president and principal analyst at Forrester Research, she leads Forrester’s research on customer experience design and innovation and helps executives at Fortune 500 companies co-create experiences that truly matter — for their customers, for their employees, and for their business. 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 holds a master’s degree in human-computer interaction from Carnegie Mellon University.
From User Experience to Customer Experience
We’ve entered the Age of the Customer — an era where a focus on customers matters more than any other strategic business imperative. With this shift, the business discipline of customer experience (CX) has emerged. There are very real and beneficial connections between CX and user experience (UX) – however, there’s been little to no convergence to date. Few people in the CX space talk about (let alone understand) UX, and the UX world seems largely disinterested in non-digital touchpoints. UX professionals are poised to flourish in the age of the customer. But customer experience is charging ahead — with or without you — and to succeed you’ll need to align your work with broader CX initiatives.
Kerry’s presentation will provide:
– An overview of the evolution of the field of customer experience.
– A deep understanding of the scope, objectives, and role of customer experience in today’s top organizations.
– Guidance for how UX professionals can leverage their skills and make the most of this important business trend.