As the field of customer experience continues to take hold in organizations, a new function has emerged to help ensure the design and delivery of successful (and profitable!) experiences: Journey Managers. But while these intrepid CX champions represent one of the most important organizational advancements since the creation of the Chief Customer Officer, most professionals have yet to encounter a Journey Manager within their organizations — or to develop a working knowledge of their typical job responsibilities and challenges. That’s because Journey Managers are still relatively rare.
In this talk, Kerry Bodine will share her recent research into this role, including the key similarities and differences between journey management and product management. Come prepared to contribute to a lively discussion on how a journey managed could fit (or not…) into your own organization.
About the Speaker
Kerry Bodine, Co-author of Outside In & CEO of Kerry Bodine & Co.
Kerry spent seven years with the customer experience practice at Forrester Research. As a vice president and principal analyst, she led Forrester’s research on customer experience design and innovation. She was also the creative force behind the customer experience ecosystem, a framework that helps companies diagnose and fix customer problems at their roots. In previous roles, Kerry managed consumer research teams; guided the design of websites, mobile apps, and branded social networks; designed interfaces for robots and wearable devices; and, in 1995, developed a Web-based social shopping prototype for AT&T Bell Labs. In addition to her design background, she has completed stints as both a management consultant and an advertising executive.
In 2014, she founded Kerry Bodine & Co., a customer experience consultancy focused on customer journeys, experience design, and cultural change. She is also a frequent keynote speaker at conferences and private corporate events around the world. Kerry believes that happy customers lead to happy shareholders. Her 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. Kerry’s ideas, analysis, and expert opinions have appeared on sites like The Wall Street Journal, Harvard Business Review, Fast Company, Forbes, USA Today, and Advertising Age. She contributes a regular column to Touchpoint, the journal published by the global Service Design Network. Kerry holds a master’s degree in human-computer interaction from Carnegie Mellon University.