Kerry wrote the book on customer experience. Literally. Hailed by top business leaders as a must-have resource for companies looking to compete and differentiate in today’s market, Outside In provides a critical look into the impact and future of customer experience.
As founder & CEO of Bodine & Co., Kerry explores the intersection of human experience and artificial intelligence — and helps leaders design the next generation of organizations built on clarity, empathy, and trust.
Kerry's Featured Talks
Culture in Motion: How Everyday Behaviors Shape Extraordinary Customer Experiences
Kerry Bodine illustrates how day-to-day actions and decision-making, repeated over time, can build a customer-centric culture that becomes your ultimate competitive advantage.
From this session, attendees will gain:
- A clear line of sight into how daily actions ripple outward to shape customer behavior and business success.
- Practical frameworks and stories you can apply immediately to strengthen your own company culture — no matter how many employees you have.
- Inspiration to help your team take ownership for creating a culture that focuses on client success.
Kerry will unpack:
- The business benefits of customer experience — how retention, expansion, and advocacy all depend on your ability to influence your customer behavior.
- Why heroics don’t scale — and how systems are the secret to providing both reliability and empathy at scale.
- Two powerful metaphors — orchestras (structure) and starlings (emergence) — for developing systems that enable both consistency and adaptability.
- The PURVIEW framework — five cultural pillars for putting customers at the center of of your rituals, celebrations, decisions, and everyday work tasks.
Accelerating Success Through Customer-Centered Decision-Making
Kerry Bodine shows how any organization can grow faster by making better decisions — not bigger bets. She’ll highlight simple ways to reduce guesswork, spot blind spots, and create solutions that truly work for the people you serve.
You’ll walk away with practical tools to reframe problems, test ideas quickly, and understand downstream impacts so you can boost customer outcomes and business results.
From this session, attendees will gain:
- Practical techniques to evaluate ideas, identify risks, and strengthen solutions before development.
- Greater confidence in making decisions that benefit both customers and the business.
- Inspiration to bring customer-centered decision-making into every project, conversation, and collaboration.
Kerry will unpack:
- Why customer-centered decision-making is a strategic accelerator — and why teams that embrace it make smarter, faster progress with fewer costly missteps.
- How human-centered design uncovers what customers actually need, so your solutions land with clarity, relevance, and emotional resonance.
- How consequence scanning helps teams spot unintended impacts early, ensuring that decisions support customers, employees, and the business.
- How to combine both approaches into a practical, everyday habit, so customer value becomes the natural byproduct of how your organization thinks and works.
Designing for Trust: The New Customer Experience Advantage
Kerry Bodine reveals why trust is the most valuable currency in every customer relationship — and why it’s something organizations must design with intent, not leave to chance. She’ll show how trust is built (or broken) through everyday interactions, and how leaders can create experiences, systems, and conversations that help customers feel confident, cared for, and in control.
You’ll learn how to strengthen trust across both human-to-human moments and the rapidly growing set of human–AI interactions shaping today’s customer journeys.
From this session, attendees will gain:
- A sharper understanding of how trust works — and why it’s the foundation of every long-term customer relationship.
- The ability to spot trust gaps and convert them into opportunities for clarity and connection.
- Practical ways to design conversations, processes, and digital experiences that signal reliability and care.
Kerry will unpack:
- What customers really need in order to trust — and how unmet emotional, informational, and behavioral needs quietly erode confidence.
- How trust is shaped by small, repeated behaviors, not grand gestures, and how to design those behaviors intentionally.
- Why consistency and transparency matter more than perfection, especially in high-stakes or emotionally charged service moments.
- How AI can strengthen (or weaken) trust, and how to introduce AI in ways that feel human, empathetic, and clear.
