Craig Menzies

Principal Analyst serving Customer Experience PROFESSIONALS

Craig serves marketing and strategy professionals and is the lead customer experience analyst for Australia, New Zealand, and Southeast Asia. Craig also researches on behalf of and advises professionals in other key marketing and strategy roles, including eBusiness and channel strategy, customer insights, marketing leadership, and the chief marketing officer (CMO).

Previous Work Experience

Craig was previously a senior analyst with Forrester in London and the lead analyst for the customer experience team in Europe in 2007 and 2008. Craig left Forrester to pursue leadership roles in user experience, digital strategy, and experience design with agencies iCrossing in the UK and Deepend in Sydney; he also led the experience design team for Vodafone Australia. Prior to joining Forrester in 2007, Craig held technical leadership, production, and consulting roles in retail eCommerce, database marketing, web analytics, user experience, and commercial website optimization.

Education

Craig graduated with a B.A. Honours degree (High Honours) in English from Carleton University in Ottawa, Canada.

Craig Menzies's Research

  • For Customer Experience Professionals

    Report: Collaborating Internally To Serve Empowered Customers — The Australian Approach

    In the age of the customer, businesses face a new era of increasingly empowered customers, shifting technology budgets and spending, and sputtering customer experience efforts. We wanted to know...

    • Downloads: 52
  • For Customer Experience Professionals

    Report: UK TV Broadcaster Web Site Design, 2008

    As part of a larger analysis of 12 firms across four industries, Forrester applied its Web Site Review methodology to the Web sites of the UK's top three television broadcasters: BBC One, Channe...

    • Downloads: 140
  • For Customer Experience Professionals

    Report: UK Grocery Retail Web Site Design, 2008

    As part of a larger analysis of 12 firms across four industries, Forrester applied its Web Site Review methodology to the Web sites of the UK's top three grocery retailers: Sainsbury's, Tesco, a...

    • Downloads: 278
  • For Customer Experience Professionals

    Report: The UK Customer Experience Index, 2008

    Forrester asked 1,180 consumers in the United Kingdom about their interactions with a variety of companies and high-street brands, gauging the usefulness, usability, and enjoyability of those ex...

    • Downloads: 446
  • For Customer Experience Professionals

    Report: Strong Project Managers Drive Successful Web Design Projects

    In a recent survey of the European Interactive Agency Peer Research Panel (IAPRP), Forrester learned that project management is clearly a mission-critical issue: Clients considered it a key elem...

    • Downloads: 597
  • For Customer Experience Professionals

    Report: Case Study: How Credit Suisse Made Customer Experience Matter

    In 2004, Credit Suisse was struggling with poor customer satisfaction results and a lack of clear differentiation from its competitors. Enter a fledgling customer experience group started by thr...

    • Downloads: 1177
  • For Customer Experience Professionals

    Report: The Forrester Wave™: European Interactive Agencies — Web Design Capabilities, Q4 2007

    Forrester evaluated the Web design capabilities of leading European interactive marketing agencies across 18 criteria and found that Sapient Interactive, LBi, FullSIX, and Conchango established ...

    • Downloads: 572
  • For Customer Experience Professionals

    Report: Strong Project Managers Drive Successful Web Design Projects

    In a recent survey of the European Interactive Agency Peer Research Panel (IAPRP), Forrester learned that project management is clearly a mission-critical issue: Clients considered it a key elem...

    • Downloads: 597
  • For Customer Experience Professionals

    Report: Three Winning Web Analytics KPIs

    Web analysts want to use their toolbox to improve the customer experience of their Web sites. To be successful, they should use more advanced metrics like single access ratio, internal search re...

    • Downloads: 546
  • For Customer Experience Professionals

    Report: The UK Customer Experience Index, 2008

    Forrester asked 1,180 consumers in the United Kingdom about their interactions with a variety of companies and high-street brands, gauging the usefulness, usability, and enjoyability of those ex...

    • Downloads: 446
View all of Craig Menzies's Research

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