Forrester: - Making Leaders Successful Every Day

	Adele Sage Analyst

Research Coverage

Build the business case for change, Cross-Channel Design Strategies, Expert Reviews, Gain industry-specific insights, Benchmark the customer experience, Phone Self-Service, Multichannel Customer Experience, Web Site Design, Email Customer Service, Best Of the Web, Channel Design Strategies, Design & Usability Processes, Customer Experience, Transform the business

Research Focus

Adele serves Customer Experience professionals. She helps by providing them with tools that improve customer experience and related business results. She focuses on experiences that take place both within and across channels such as the Web, email, phone self-service, and chat. Adele has been instrumental in the development and maintenance of many of Forrester's customer experience evaluation methodologies, including creating Forrester's current review methodology for click-to-chat systems. Her research coverage includes cross-channel design, and Web site and cross-channel reviews.

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 Web Site Review and Cross-Channel Review methodologies.

Education

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

Latest Research

Planned Research