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

J.P. serves Infrastructure & Operation Professionals in predicting and quantifying IT disruptions. J.P.'s expertise is in the IT management software and IT operations market, and his research examines the shifting industry dynamics caused by economic pressures and the impact of new technologies such as virtualization on the IT organization.
J.P. has several decades of experience as an IT technology designer and marketer and also as a client of IT technology. He has broad experience in designing advanced technology solutions in industrial and commercial applications and bringing them to market. He has written extensively on technology for several business publications. J.P. is often a featured speaker at vendor-sponsored events and webinars.
J.P. came to Forrester through the acquisition of Giga Information Group, where he was the research director of the computing infrastructure group. J.P. started his IT career in early 1968 as a software engineer working on the automation of nuclear power plants in France. J.P. then joined Bull General Electric in Paris (subsequently Honeywell Bull), where he was a designer and project leader of very large network infrastructures in France, Scandinavia, and the US. At Bull, J.P. occupied several positions in engineering, marketing, and sales. J.P. moved to the US in 1984 and filled several engineering and marketing positions with Bull Information Systems. In 1994, J.P. created Epitome Technology Corporation, a middleware software company focused on manufacturing execution systems. Prior to joining Giga, J.P. worked as an IT management consultant for several large financial institutions in the US.
J.P. graduated from Ecole Superieure d'Electricite (Supelec) in Paris (M.S. in computer science). J.P. is a US citizen based in Naples, Fla., and speaks French fluently.
Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience
Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to...

If you are trolling around our website, you may have seen that we’ve introduced a new way to organize our research, something that we call playbooks. We made this change because for years...
Just moments ago we released the sixth annual Forrester Customer Experience Index (CXi), our yearly benchmark of customer experience quality as judged by the only people whose opinion matters —...

The Holy Grail of customer experience for many firms goes beyond useful and easy to interactions that create an emotional connection with the customer. That’s not easy to do, but step 1 is...
What are some of the metrics companies use to measure whether or not they are delivering "good" experiences?
Last week, we released our sixth annual Forrester Customer Experience Index. This week, we’re introducing something new to go along with the benchmark — an award. From now on, any brand...
I was talking to a client the other day who was very frustrated. She told me that her executives talk about customer experience all the time; they seem “bought in” to the idea that it...
Last week, I did a webinar on Forrester’s Customer Experience Index, 2013. We didn’t have time to answer everyone’s questions, so I thought I’d post answers to those we...
Health Insurance Plans' Improvement Efforts Are Starting To Pay Off . . . Slowly
Health insurance plans as an industry had the lowest average score in Forrester's Customer Experience Index, 2011. But the news isn't all bad. Companies like Tricare and Kaiser had scores in the...
Consumers Rate The Customer Experience Across 153 Large US Brands
To assess the state of customer experience in 2011, Forrester asked more than 7,700 US consumers about their interactions with a variety of companies. Based on their responses, we calculated Customer...
We are currently redesigning our external secured transactional websites. Is there any research that demonstrates the anticipated and/or actual increase in usage/traffic once these sites are...
Proving the business value of a better customer experience is a top priority for customer experience leaders. To help, we've identified a six-step process that lets even financial novices model the...

Thanks for all your thoughtful responses to last week’s post about why companies fail to meet customer needs. Clearly there’s more work to be done in that department, but for now, I...
To understand how companies drive customer experience improvement, Forrester spoke to leaders at brands having Customer Experience Index (CxPi) scores that went up appreciably in 2011. We uncovered a...
Does Forrester have data that shows: 1) the relative financial performance of companies that deliver great experiences versus those that get low customer experience ratings; 2) the relative retention...
Earlier this week, someone asked me which firms in the CXi do the best job at meeting customer needs. The three top scorers on that criterion were: Marshalls (93%) Courtyard by Marriott (92%)...
Many firms want to differentiate on the basis of customer experience. To reach that goal, they must first define an experience that's truly differentiating and then deliver that experience...
Since publishing our Customer Experience Index, 2012 last week, we've gotten a flood of questions about the research, methodology, and results. I'm putting the finishing touches on a full...
Last week, I released an update to a very popular report titled “The State Of Customer Experience, 2012.” The research is based on a survey of customer experience pros about their plans...
Last week I posted some of the most frequently asked questions we get about the Customer Experience Index, 2012. One question I didn’t include but should have is “Who got the highest...
How is the Customer Experience Index (CXi) calculated?
Landscape: The Customer Experience Management Playbook
Customer experience management (CEM) is top of mind for many companies as they kick off 2013. This report sheds light on the current state of CEM, using data we collected from our Customer Experience...

Landscape: The Experience-Driven Organization Playbook
Because customer experience is a fairly new business discipline, many customer experience professionals aren't sure what to focus on, how to structure their programs, or how the challenges they face...
