Emily Collins

Analyst serving Customer Insights PROFESSIONALS

Emily is an analyst focused on customer loyalty programs, with an emphasis on trends, technologies, services, and analytics. She helps marketing clients navigate the evolving customer loyalty landscape and develop intelligence-driven loyalty strategies and programs. Her research examines consumer attitudes toward loyalty programs, and the tools, skills, and processes required for Customer Insights Professionals and loyalty marketers to successfully foster meaningful relationships with their best customers.

Previous Work Experience

Prior to becoming an analyst, Emily spent three years supporting Forrester's Customer Insights research team and researching customer loyalty. She fielded quantitative and qualitative surveys of Customer Insights Professionals and performed primary and secondary research for reports and consulting projects. She contributed to published reports about B2B customer intelligence, marketing technology adoption, social intelligence, online testing, intelligence-powered CRM, marketing service providers, and cross-channel marketing measurement.

Before joining Forrester, Emily served as a marketing coordinator at Northeastern University, marketing higher education programs.

Education

Emily holds a B.A. in English from Boston College.

Emily Collins's Research

  • For Customer Insights Professionals

    Report: Navigate The Complex Customer Loyalty Ecosystem

    Are you among the many customer insights professionals trying to boost your customers' loyalty but confused by the number of vendors offering loyalty solutions? The escalating importance of cust...

    • Downloads: 2497
  • For Customer Insights Professionals

    Report: Toolkit: Loyalty Program Member Interaction Assessment

    The inner workings of a loyalty program and external member interactions are deeply interconnected. To truly assess the success of a given program, you must look not only at the strategy but als...

    • Downloads: 29
  • For Customer Insights Professionals

    Report: Advance Your Approach To Customer Loyalty

    If you are serious about earning and maintaining customer loyalty, you can't treat it as a tactic or a discrete program anymore. It's an approach that requires strategic alignment, deliberate pl...

    • Downloads: 1210
  • For Customer Insights Professionals

    Report: Perk Up Your Customer Loyalty Program

    Building a strong relationship with your customers is more important than ever, and loyalty programs offer an opportunity to reward, recognize, and engage them. But the prevailing manifestation ...

    • Downloads: 225
  • For Customer Insights Professionals

    Report: The Loyalty Program Participant Profile

    Consumers have a healthy appetite for loyalty programs and are drawn in by discounts and savings. But consumers aren't necessarily just interested in the cold hard cash. Loyalty program members ...

    • Downloads: 1469
  • For Customer Insights Professionals

    Report: Navigate The Complex Customer Loyalty Ecosystem

    Are you among the many customer insights professionals trying to boost your customers' loyalty but confused by the number of vendors offering loyalty solutions? The escalating importance of cust...

    • Downloads: 2497
  • For Customer Insights Professionals

    Report: Intelligence-Driven Loyalty

    This report outlines the vision of Forrester's solution for customer intelligence executives working on driving customer loyalty. Many loyalty programs fail because they focus too heavily on dis...

    • Downloads: 1660
  • For Customer Insights Professionals

    Report: The State Of Loyalty Programs 2013

    Forrester recently surveyed 50 loyalty program marketers about their loyalty program strategies in an effort to understand the size, structure, and performance of their programs. This report in ...

    • Downloads: 1717
  • For Customer Insights Professionals

    Report: The Loyalty Program Participant Profile

    Consumers have a healthy appetite for loyalty programs and are drawn in by discounts and savings. But consumers aren't necessarily just interested in the cold hard cash. Loyalty program members ...

    • Downloads: 1469
  • For Customer Insights Professionals

    Report: Advance Your Approach To Customer Loyalty

    If you are serious about earning and maintaining customer loyalty, you can't treat it as a tactic or a discrete program anymore. It's an approach that requires strategic alignment, deliberate pl...

    • Downloads: 1210
View all of Emily Collins's Research

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