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CUSTOMER EXPERIENCE

Sustainable growth
starts with
customer value

Let’s get started

Trusted by leaders at

THE EXPERIENCE EFFECT

Every experience
sets your business
in motion

Experiences shape what customers do next.

Great experiences lead customers to buy more,
stay longer, and bring others with them.

Poor ones lead customers to leave, steer others
away, and cost more to serve.

Customer experiences Customer behavior Business outcomes
SPEAKING & FACILITATION

Keynotes that spark
meaningful conversations

Kerry Bodine is in boardrooms and on global stages, talking about a future that’s already arriving faster than anyone planned for.
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75+
Cities
25+
Countries
5
Continents
2+
Decades
CX CaSE STUDY

B2B journey mapping

$6B
Mining and logistics company
Ready to aim its tech spend at the highest-impact opportunities
5
High-stakes journeys mapped
Each uncovering opportunities to protect and grow profit
50+
Solutions generated
To optimize data, tech, and processes across the org
$2M
Additional profit
By making process changes within one single journey
OUR SERVICES

CX consulting

Journey Mapping & Management

Pinpoint the moments that are fueling (or stalling) your growth.

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Experience Strategy & Design

Envision more successful futures and chart the path to get there.
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Research & White Papers

Commission research that puts your ideas at the center of the conversation.
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THE ECONOMICS OF EXPERIENCE

Experiences shape customer choices.
Those choices drive your bottom line.

Group 30
Customer experience training

Build the capabilities behind
better customer experiences

Kerry Bodine presenting an online customer experience course

Online Courses

Self-paced learning in journey mapping, experience design, and human-centered AI — all wrapped in a strong focus on business results. Build new skills on your own schedule and add coaching with Kerry Bodine.
Explore online courses
A team participating in a customer experience workshop

Live Workshops

CX and AI training designed around your team’s goals, delivered on-site or virtually. Apply new skills and tools to your own real-world CX challenges — and leave with outputs your team can put to use the next day.
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A FOUNDING VOICE IN CX

Kerry Bodine

Founder & CEO

Heroics make for great stories.
Systems make for great experiences.

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Kerry’s ideas, analysis, and opinions have appeared in:

Kerry Bodine, Founder and CEO
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This eye-opener gives you a comprehensive, need-to-know look at how smart companies achieve sustainable success in dealing with customers. The GPS-like guidance provided here is invaluable.
Steve Forbes, chairman, Forbes Media

Outside In reveals how customer-centric companies achieve growth by focusing on customer needs. It’s a practical guide to enhancing experiences for better business results.

Read the first two chapters

AVAILABLE AT

CX INSIGHTS

Inspiring organizations to
create experiences that matter

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Keynotes & webinars

Inspire fresh thinking about customers, AI, and designing what's next.

  • Industry conferences

  • Kickoffs and all-hands events

  • Customer and partner webinars

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Executive events

Host candid conversations with the leaders who matter most.

  • Leadership off-sites

  • Advisory boards

  • Executive roundtables

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Facilitation

Turn CX ambitions into decisions, plans, and momentum.

  • Journey mapping workshops

  • CX strategy sessions

  • Team alignment sessions

BLOGS

Our Latest Insights

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insights1
Customer Experience

The Secret to Customer Happiness Is Realistic B2B Customer Expectations

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insights1
Customer Experience

The Secret to Customer Happiness Is Realistic B2B Customer Expectations

Read the post
insights1
Customer Experience

The Secret to Customer Happiness Is Realistic B2B Customer Expectations

Read the post
COMMON QUESTIONS

Some things
you might be wondering

Customer experience is customers' thoughts, emotions, and perceptions about their interactions with your organization — across every moment of the journey, and in the memories that linger after it ends.
At Bodine & Co., we live by Maya Angelou’s motto that people will forget exactly what you said and what you did — and remember how you made them feel. That’s customer experience in a nutshell.

We help organizations map and manage customer journeys, shape experience strategies, and build CX capabilities through training and workshops.
When it’s time to fire up a room, Kerry Bodine takes the stage to show audiences how to design experiences people love, put AI to work in ways that serve both humans and businesses, and build cultures that channel employee talent into customer loyalty.

Our CX practice is led by Kerry Bodine, co-author of Outside In, one of the foundational books on customer experience. We conduct our own research and develop original frameworks that push the CX discipline forward. We bring CX, partner experience, and AI together under one roof — so we see how customers, partners, and technology shape one another, and we design for all three. And we bring a critically optimistic point of view: clear-eyed about where we all are and energized by what's possible.

Not at all. Some clients come to us with mature CX programs, and others are taking their first steps. We meet you where you are and build the capabilities your organization needs to keep improving your customer experience long after our engagement ends.

Yes! Our goal is for CX mindsets and skills to become part of how your organization works every day. Live workshops, on-demand courses, and tailored coaching build your team's expertise in journey mapping, experience design, human-centered AI, and the business side of customer experience. We also design our consulting engagements to involve your team from the start, so knowledge transfers along the way.

Customers’ thoughts, emotions, and perceptions shape their behavior — from buying and staying to recommending your business to others (or not). 
Customers who buy, stay longer, and recommend your business drive positive business outcomes, like revenue growth and cost savings. On the flip side, customers who leave, call you support line 100 times, and warn others about doing business with you stall your revenue growth and drive up cost to serve.
That's what makes CX one of the most powerful levers a business has. We help you connect every improvement to the metrics your leaders already track.

Journey mapping uncovers all the steps customers take to reach a goal, along with what they think, feel, and need along the way. Organizations use journey maps to align teams around the customer, spot opportunities, and prioritize the changes with the biggest business impact. 
Journey management takes journey mapping even further, turning maps into an ongoing practice with clear owners and metrics.

Our deep expertise in enterprise tech and business-to-business (B2B) means we understand complex buying journeys, multiple stakeholders, and the long customer relationships that define those businesses. We’ve also supported business-to-consumer (B2C) businesses ranging from retailers and footwear designers to insurance companies and home builders. We particularly love serving nonprofits and other mission-based businesses that are working to make the world a better place. 
CX principles travel well, and we adapt our methods to each industry's customers, regulations, and culture. 

Our engagements range from a single workshop to multi-month programs, depending on your goals. After our first conversation, we'll recommend a scope that fits.

AI is expanding what's possible in both customer and employee experience, along with the surface area for risk at every organization. The skills at the heart of CX are exactly what it takes to navigate both: understanding what people truly need, mapping how AI changes their journeys, and anticipating consequences before anything's built. Our AI practice helps organizations identify, design, and pressure test AI that people value — and positions CX leaders to guide how AI shows up for customers and employees. 
CONTACT US

You’re here to make something better

Tell us about your customers and your business goals — and we'll tell you how we can help.

We’re great at:

  • Clearing the path for customers to buy, find value, and stay for the long haul.
  • Designing experiences that build loyalty and drive revenue.
  • Building your team's CX capabilities with training that changes how they work.
  • Inspiring your audience with ideas they'll still be talking about after the coffee wears off.