About Kerry Bodine
Kerry Bodine’s book, Outside In: The Power of Putting Customers at the Center of Your Business, helps business leaders understand the financial benefits of great customer experiences—and how their organizations must change in order to deliver them.
In 2014, she founded Kerry Bodine & Co., a customer experience consultancy focused on customer journey mapping and experience design. She’s also a frequent keynote speaker at conferences and private corporate events around the world.
Kerry’s ideas, analysis, and opinions have appeared on sites like The Wall Street Journal, Harvard Business Review, Fast Company, Forbes, and USA Today. She holds a master’s degree in human-computer interaction from Carnegie Mellon University.
From UX To CX To Service Design
The fields of UX, CX, and Service Design all share one core commonality: the desire to create experiences that work for both end users and organizations. However, each of these disciplines takes a unique approach towards this goal. In this keynote, Kerry Bodine—who has worked as a UX designer, CX analyst, and columnist for the Service Design journal Touchpoint—will share her views traversing these disciplines as they've emerged over the past two decades. You’ll learn how you can better integrate your own work with that of CX and Service Design practitioners and get inspiration for exciting future career opportunities.
Anyone looking to explore a career in customer experience or service design—or seeking to understand how digital touchpoints fit into the greater context of customers’ goals—should plan to attend this energising workshop. Whether you’re just getting started with journey mapping or looking for a methodology refresh, this workshop will give you the language and tools to map your customers’ interactions with your organisation.
We’ll start out with an interactive discussion about the core elements of effective journey maps within the context of real examples, then you’ll practice mapping a real customer journey for your organisation during a hands-on exercise. Attendees will learn why journey mapping is an essential methodology for today’s organisations to master, and all attendees will get access to Kerry Bodine & Co.’s journey mapping template.
By the end of workshop, you’ll be able to answer these questions:
- Why are customer journeys (and maps) important?
- What makes journey maps effective (or not)?
- How can you create journey maps?
- How can use journey maps?