Rethink 2024

Carolyn Heller Baird

Carolyn Heller Baird is a Strategy Principal and the Global Research Leader for Customer Experience and Design with the IBM Institute for Business Value, IBM’s business strategy think tank. 

Carolyn conducts research, produces thought leadership, and is a sought-after speaker on a variety of topics impacting customer experience, marketing, and digital transformation. She also covers workplace issues, such as employee experience, and she directs the IBV’s Women in Leadership study series. Her work spans more than 25 years with IBM, where—in addition to her executive consulting role—she has held numerous positions, including leading internal communications for IBM Consulting-North America. 

Carolyn lives in Atlanta, Georgia, and can be reached at and

Register for this year’s Action for Impact Summit happening on September 25, 2024!