April 23, 2014 — BMA NorCal Evening Program

Brand, Marketing, and Customer Experience with Kerry Bodine

Special Meeting Location for April — The SF Offices of Demandbase
301 Howard Street

Kerry Bodine
Speaker :: Consultant :: Educator

Online Registration has closed at this time. We welcome you to join us at the event and register at the door.
Onsite Member $40
Onsite Non-Member $55

Silo’ed organizations inevitably create disjointed experiences for customers. One of biggest — and most overlooked — problems in the customer journey stems from the seemingly unbridgeable gulf between marketing and the rest of the organization. Marketing communications that aren’t aligned with the true capabilities of the organization set sky-high customer expectations that are impossible to match. Fortunately, several relatively simple tools can help employees on both sides of the chasm work together to provide an on-brand experience that delights customers.

Kerry Bodine believes that happy customers lead to happy shareholders. Her recent book, Outside In: The Power of Putting Customers at the Center of Your Business, reveals the financial benefits of great customer experiences — and how organizations must change in order to deliver them. For April’s evening program Kerry will draw upon her experience as a customer experience consultant, Forrester research analyst, and opinion leader to share the challenges experienced and lessons learned by marketers who provide delightful customer experiences. She will answer practical questions like:

  • What is the Customer Experience Ecosystem and how does it impact your brand?
  • How can you tap into human-centered design principles to create experiences that matter?
  • Which tools help provide on-brand experiences that go beyond loyalty to delight your customers?

Wednesday – April 23, 2014
5:30pm – 8:00pm
301 Howard Street
Suite 1800 (18th Floor)
San Francisco, CA 94105
Online Registration has closed at this time. We welcome you to join us at the event and register at the door.
Onsite Member $40
Onsite Non-Member $55

About Our Speaker:
As a customer experience consultant, Kerry Bodine taps into human-centered design principles to help companies co-create products, services, and experiences that truly matter — for their customers, for their employees, and for their business. Her research, analysis, and opinions appear frequently on sites like Harvard Business Review, The Wall Street Journal, Fast Company, Forbes, USA Today, and Advertising Age. She also contributes a regular column to Touchpoint, the journal published by the global Service Design Network. An accomplished and frequently requested speaker, Kerry has keynoted customer experience, design, and marketing conferences around the world.
Kerry spent seven years with the customer experience practice at Forrester Research. As vice president and principal analyst, she directed 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.

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