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Henry serves Enterprise Architecture Professionals. His research focuses on the concepts, techniques, and tools required to bring business agility within enterprises. He publishes research around key agility indicators and agile governance and applies these principles to change EA practices to help build a sustainable business agility. Business agility depends highly on the level of enterprise risks the decision-makers can take. He is also researching metadata management as a means to bring agility at the right cost for IT supporting business agility. Business-Centered EA (BCEA) is the Forrester method to help build business agility.
Henry also researches the customer reaction component of business agility through the concept of Web4 by studying activists' social computing.
He thinks that collaboration would require a lot of change management to bring not only a productivity increase but the business agility required by large organizations.
Henry has done some previous work on master data management, enterprise application integration, middleware, adapters, business activity monitoring
, enterprise architecture tools, and ppen source and risks issues.
Henry came to Forrester through its acquisition of Giga Information Group and Giga's affiliation with GigaGroup. He brings 21 years of IT experience to his clients. Prior to joining GigaGroup, he was the technical director of Euriware, a French IT services company specializing in industrial IT and related technologies. In addition, Henry was involved as chief architect in strategic projects for large telecommunications, automotive, and marketplace customers.
At earlier stages of his career, Henry held various technical positions in a knowledge management company and at Alcatel CIT.
Henry is the author or co-author of many reference articles and books on IT architecture. He has a master's degree in IT from the ESIEE engineering school in Paris. He is fluent in French and English and is based in Paris.
Five Firms Describe How Customer Journey Mapping Helps Them
Forrester clients tell us that they're eager to use customer journey maps because they see the documents as ideal tools to analyze and communicate their customers' perspectives on the interactions...

European Interactive Agencies Report Their Capacity, Budget, And Industry Capabilities
Companies seeking agency partners in Europe find it challenging to identify the best agencies to meet their needs. To kick-start the vendor selection process, Forrester gathered self-reported data...
Specialty retailer, Mothercare Group, worked with self-service vendor, Transversal, to improve knowledge management across its three key touchpoints — the Web, call centers, and retail stores....

Design personas have become widely used tools for design teams, but the state of persona adoption is uneven. While some companies are still novices, others are seeking ways to optimize their use of...
Design Firms Need Disciplined Approaches To Improve Online Experiences
Forrester's evaluations of Web sites and design personas created by the leading interactive agencies in North America and the UK show that agencies struggle to consistently create digital experiences...
Use this reviewer's guide to assess your customer journey map.
Personas Have Evolved To Support Differentiated Customer Experience Design In The Age Of The Customer
Personas offer a proven solution for a common design challenge: Keeping the end user in mind during all phases of design, development, and testing. Recently, shortsighted firms have wrongly dismissed...

Ensure Personas Accurately Reflect Customers' New Behaviors And Technologies
Personas are ideal tools to guide the design of products, channels, and messaging, but companies are concerned that they fail to keep track of evolving behaviors. Although customers' psychographics...
Demand Collaboration Best Practices From Your Interactive Design Agencies
The pressures to roll out consistent experiences across multiple touchpoints, deliver compelling next-generation experiences in digital channels, and stay ahead of the curve of emerging technology...
"Where to get help for interactive design projects in Europe?" That's the question I want to answer for customer experience professionals in my next research. To do that, I'm inviting all...
Thanks for taking the time to inform us on how best to structure the request for proposal (RFP) process for website redesign projects. We are looking to understand if it's better to hire an agency to...
Forrester Applies Its Web Site User Experience Review Methodology To Four Top UK Grocers
Forrester evaluated the user experience at the Web sites of four leading UK online grocery retailers: Asda, Sainsbury's, Tesco, and Waitrose. Overall scores were above average, but no site passed our...
Compelling customer experiences stem from a company's deep understanding of its target customers' goals and behaviors. This requires uncovering customer needs in a disciplined manner. This report...
Forrester applied its Web Site User Experience Review methodology to 18 sites provided by nine interactive agencies in the UK. While agencies struggled with usability, a number of best practices...
Look To Specialists For Niche Skills In Mobile Experience Design
Companies increasingly see the need to offer differentiating mobile experiences. However, they struggle to find the skills and support they need to deliver useful and usable mobile services that make...
I'm excited that I'll be spending time with Forrester clients next week at Forrester’s Customer Experience Forum 2012 East. On the second day of the forum (Wednesday, June...
Companies doing business in Europe need vendors that can help them differentiate their brands in an increasingly complex digital landscape. As European consumers continue to adopt new digital...

If you had to think about creating personas on a European level to share a common understanding of the customer across Poland, Belgium, Spain, Italy, and Portugal, what would you do?
Social Media Management Gives Control To Members And Builds The Brand
Giffgaff, a low-cost mobile virtual network operator, uses an online community for customer support, sales and marketing, as well as product development functions. To ensure a positive customer...
Processes: The Customer Experience Ecosystem Playbook
To make meaningful customer experience improvements, organizations need to align their customer experience ecosystems. That requires understanding customers' deep needs, viewing interactions from the...

After moving to a new apartment in September, I needed to get a new TV. My first instinct was to gather information from a few sources. I browsed online retailers to get an idea of prices, and I...
What is Forrester's point of view on applying consumer decision journey learning to marketing, in particular media planning?