Forrester Research : Analyst

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Adele Sage

Analyst serving Customer Experience PROFESSIONALS

Find Adele on:
Blog: Customer Experience Blog

Adele serves Customer Experience Professionals. She helps them improve customer experiences and related business results by identifying both problems and solutions through tools like voice of the customer programs and customer-centric testing methodologies. Adele has been instrumental in the development of many of Forrester's user experience evaluation methodologies, including the Website, IVR, and Cross-Channel User Experience Reviews. Adele's research also includes best practices for digital experiences — focused mainly on website and phone self-service design.

Previous Work Experience

Prior to becoming an analyst, Adele was a researcher at Forrester. In that role, she was a key contributor to updating, maintaining, and applying the Forrester Website User Experience Review and Cross-Channel User Experience Review methodologies.

Education

Adele holds a B.A. in psychology from Harvard University.

Research Coverage:

Apple, Best of the Web, Cross Channel Strategies, Customer Experience Management, Dell, Email Customer Service, Expert Reviews, Multichannel Customer Experience, Personalization, Phone Self-Service, Web Design & Usability, Wipro

Reports (4)

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4 results in Reports

Adele Sage
Multichannel Retail

For Customer Experience Professionals
Report:Cross-Channel Design, One Channel Pair At A Time
Simplify Your Approach By Focusing On Pairs Of Channels
Adele SageJanuary 21, 2009
Consumers are moving from channel to channel, but they're not satisfied with the experiences. Since fixing broken cross-channel experiences can be overwhelming, firms should focus on improving pairs...
- Downloads: 879
- Rating:
For Customer Experience Professionals
Report:How Satisfied Are US Consumers With Web-To-Store Shopping?
Adele SageDecember 7, 2009
Although single-channel interactions satisfy more than 70% of consumers, the results aren't so great when it comes to Web-to-store shopping. Less than two-thirds of consumers are satisfied when...
- Downloads: 672
For Customer Experience Professionals
Report:How Satisfied Are US Consumers With Store-To-Web Shopping?
Adele SageMay 17, 2010
Only half of consumers are satisfied with their experiences when researching apparel/footwear/accessories, consumer electronics, and wireless products and services in a store and then purchasing on...
- Downloads: 693
For Customer Experience Professionals
Report:How Satisfied Are Shoppers When Moving Across Channels?
Adele SageDecember 16, 2008
In Forrester's 2007 Customer Experience Index, retailers nabbed four of the top five slots. But are all retail experiences created equal? Not exactly. In the categories of apparel, wireless products,...
- Downloads: 595

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Adele Sage

Analyst serving Customer Experience PROFESSIONALS

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For Customer Experience Professionals

Report:Cross-Channel Design, One Channel Pair At A Time

For Customer Experience Professionals

Report:How Satisfied Are US Consumers With Web-To-Store Shopping?

For Customer Experience Professionals

Report:How Satisfied Are US Consumers With Store-To-Web Shopping?

For Customer Experience Professionals

Report:How Satisfied Are Shoppers When Moving Across Channels?

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