About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Chris serves CMO & Marketing Leadership Professionals as well as agency leaders. He is a leading expert on modern brand strategy, digital-era advertising, and the evolving agency landscape.
Chris has more than 17 years of experience in management consulting and advertising. He helps marketers navigate emerging media and technology, transform their advertising strategy, and adapt their organizations for the digital age. Clients such as Facebook, L'Oreal, Kraft Foods, HP, and IBM have turned to Chris for his thought leadership. Additionally, he has worked across a broad spectrum of agencies — including holding companies such as Omnicom and WPP, network agencies such as JWT and DDB, and digital agencies such as Digitas, Rosetta, VML, and Blast Radius — to improve their strategic capabilities, competitive positioning, and new business strategies.
Prior to Forrester, Chris worked in advertising for more than eight years, developing brand strategies and discovering breakthrough consumer insights for clients such as Mars, Michelin, Novartis, and Wachovia. Chris started his career as a management consultant for Accenture, where he developed customer experience and marketing technology strategies for clients such as AT&T and Bell South.
Chris is a member of The Wharton School's Future of Advertising project. He is also a regular contributor to industry publications and events, including Advertising Age CMO Strategy and the ANA.
Chris received an M.B.A. from Duke University and a B.A. in English from Bucknell University.
How Focusing On Callers And Agents Can Drive Business Results
Today, user-centered design isn't widely used to improve call center interactions. That needs to change. When applied in the call center, the core activities of a user-centered design process —...
Best Practices For Including Customers, Employees, And Partners In Customer Experience Design
Co-creation — the practice of involving people from across the customer experience ecosystem in the experience design process — is a valuable and versatile methodology, but it usually...
What Customer Experience Professionals Need To Know About The Year Ahead
In 2011, the customer experience ecosystem will expand to include a dizzying array of new devices, touchpoints, and physical interactions. The breadth of this emerging ecosystem and the number of...
Focus On Hiring, Training, Incentives, and Metrics
Call centers offer companies daily opportunities to create meaningful connections with customers. When this happens, businesses increase customer loyalty and generate incremental revenue. But...
Vision: The Customer Experience Ecosystem Playbook
Even companies that make customer experience a strategic priority struggle to implement major long-lasting improvements. That's because they fail to connect behind-the-scenes activities to customer...
Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries
Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news? The...

Business Case: The Customer Experience Ecosystem Playbook
This report is an update to "Why Customer Experience? Why Now?" originally published on October 4, 2011. We've entered the age of the customer — an era where a focus on customers matters more...
Processes: The Digital Customer Experience Improvement Playbook
Whenever we ask customer experience professionals how important it is to improve their digital customer experiences, they reply emphatically, "It's critical!" But still firms struggle to identify...

Despite professed customer centricity, many firms don't think to involve customers, employees, or key delivery partners in the experience design process. This oversight costs firms precious time and...
