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, Hewlett-Packard, Multichannel Customer Experience, Personalization, Phone Self-Service, Web Design & Usability

Reports (3)
Charts & Figures (15)

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3 results in Reports

Adele Sage
Manufacturing
IT Infrastructure & Operations

For Customer Experience Professionals
Report:Best And Worst Of Website Experience, 2011
Benchmarks: The Digital Customer Experience Improvement Playbook
Adele SageJuly 11, 2012
This report is an update to "Best And Worst Of Website User Experience, 2011" originally published on November 18, 2011. This report outlines how customer experience professionals can benchmark...
- Downloads: 1728
For Customer Experience Professionals
Report:Best And Worst Of Phone Self-Service Design, 2009
Forrester Applies Its IVR Review Methodology To 16 Major Firms
Adele SageMay 20, 2009
Forrester applied its IVR Review methodology to the phone self-service experiences at 16 US firms — four each of the largest auto insurers, discount retailers, footwear manufacturers, and...
- Downloads: 721
For Customer Experience Professionals
Report:Web-Phone User Experience 2010: PC Laptop Manufacturers
Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms
Adele SageMay 27, 2010
Forrester applied its Web-Phone User Experience Review methodology to the experiences at four large PC laptop manufacturers: Apple, Dell, HP, and Toshiba. The results: Apple came out ahead, but the...
- Downloads: 249

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Adele Sage

Analyst serving Customer Experience PROFESSIONALS

Research Coverage:

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For Customer Experience Professionals

Report:Best And Worst Of Website Experience, 2011

For Customer Experience Professionals

Report:Best And Worst Of Phone Self-Service Design, 2009

For Customer Experience Professionals

Report:Web-Phone User Experience 2010: PC Laptop Manufacturers

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