BODINE & CO. AREAS OF EXPERTISE

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.