Kerry is a vice president and principal analyst in Forrester’s customer experience research practice and the coauthor of Forrester’s latest book, Outside In: The Power of Putting Customers at the Center of Your Business.
Kerry leads Forrester’s research on customer experience design. She taps into her past work as both a design practitioner and leader to help Forrester clients develop empathy for customer needs and co-create experiences that make their customers happy. She’s also the creative force behind the customer experience ecosystem, a framework that helps companies diagnose and fix customer problems at their roots.
Kerry’s research, analysis, and opinions appear frequently on sites like Harvard Business Review, The Wall Street Journal, Fast Company, Forbes, and Advertising Age. She contributes a regular column for Touchpoint, the journal published by the Service Design Network. An accomplished and frequently requested speaker, Kerry has keynoted major conferences on customer experience, design, and marketing around the globe.
In previous roles, Kerry has led 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 social shopping prototype for AT&T Bell Labs. She has also completed stints as both a management consultant and an advertising executive.
DAY 1 – Donald Gordon Theatre – 10:15 AM – 10:35 AM
The Danger of Big Data
Service design teams can glean big data insights from social media, financial systems, emails, surveys, call centers, and digital and analog sensors. But companies that fixate on amassing new data sources put themselves at risk of neglecting small data insights gathered through qualitative research methods. How can firms achieve balance?