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

Joseph serves Customer Intelligence Professionals. He is a leading expert on web, mobile, and application analytics, online testing and targeting, and tag management. His research focuses on the generation and application of marketing intelligence from digital channels to deliver highly relevant and engaging online and multichannel customer experiences.
Prior to joining Forrester Research, Joseph was the vice president of platform strategy at Alterian, where he focused on product strategy, product marketing, analyst relations, and corporate development. Prior to Alterian, he was vice president of marketing and product development at MarketerNet. Joseph began his career at Experian, where he held a variety of roles spanning technical project consulting, business development, and product management.
Previous speaking experience includes presenter and master of ceremonies duties for a variety of technology and services vendor customer events, the National Center For Database Marketing, Infopresse Web Analytics, Teradata Partners, Click Summit, eMetrics, and Xchange. Joseph serves on the advisory board for the Northern Illinois University College of Business Interactive Marketing program and is a member of the Digital Analytics Association.
Joseph graduated with honors from the University of Illinois at Urbana-Champaign, earning a B.S. in business administration and majoring in marketing. He is Pragmatic Marketing Certified for Product Management Knowledge.
How Leading Health Insurers Drive Change Inside And Outside Of Their Walls
The health insurance industry faces discontent from both its consumer and provider customers. With new regulations and an elevated national discourse on health reform, the time for change is now. But...
Inject Customer Experience Insights Into Pricing Decisions
Pricing can make or break the customer experience (CX). However, most voice of the customer (VoC) programs don't deliver comprehensive data on customers' perception of pricing. This report will show...

Google Nexus and Microsoft Surface Force OEMs To Up Their Games
Google's and Microsoft's efforts to launch first-party hardware, form exclusive partnerships, and acquire partners are disrupting the status quo within their ecosystems. These changes are driven...

Tailor Apps For The iPad's Unique Form Factor And User Behaviors
The iPad's popularity has caused customer experience professionals to take a hard look at providing relevant experiences for yet another device. Because of the iPad's unique form factor and use...
Business-to-business (B2B) firms have largely ignored customer experience — and it shows. Three separate studies that Forrester Research conducted over the past year indicate that B2B customers...

Exploratory research uncovers customer needs that have yet to be met, exposes opportunities for differentiation, provides a holistic view of a problem space, and helps firms keep pace with the...
How Leading Hospital Systems Drive Change Inside And Outside Their Walls
Faced with regulatory reform, changing demographics, transparency initiatives, and competitive forces from within and outside of the industry, hospitals will have to innovate to provide...

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...
Best Practices From Firms That Created Experiences With CARS Attributes
Forrester believes that four attributes will characterize the next phase of development of the web. Online experiences will be: customized by the end user, aggregated at the point of use, relevant to...
The types of devices people use to connect to the Web are proliferating. Portable devices are rapidly getting more powerful, and as a result, the tradeoff between mobility and capability is...
Why Customer Experience Matters More To Loyalty Than Price
Have you ever wondered whether it makes more sense to invest in customer experience or in dropping your prices to improve customer loyalty? We tested the relationship between customers' perceptions...
