Kerry will appear at the South by Bookstore to sign copies of “Outside In: Putting Customers at the Center of Your Business” following his book reading session.

Kerry is a vice president, principal analyst in Forrester’s customer experience research practice and the co-author of Outside In: The Power of Putting Customers at the Center of Your Business. She has a background in design and is 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 such as Harvard Business Review, Forbes, and AdAge. She contributes a regular column and sits on the advisory board for Touchpoint, the journal published by the Service Design Network. Kerry has keynoted major conferences on customer experience and marketing in Barcelona, London, Los Angeles, New York, Miami, San Francisco, and Tokyo. Kerry holds a master's degree in human-computer interaction from Carnegie Mellon University and an undergraduate degree in cognitive science and psychology from Indiana University.