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.
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...
Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries
Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news? The...

Call Center Satisfaction Ties To Loyalty Across 11 Industries
Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly with...

What A Higher Customer Experience Index Score Can Do For Revenue
To help customer experience professionals prove the business value of a better enterprise customer experience, we built simple models that show how revenue increases when a company's Customer...
Business Case: The Experience-Driven Organization Playbook
This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years of...

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...
Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms
Forrester applied its Web-Phone User Experience Review methodology to the experiences at four large PC laptop manufacturers: Apple, Dell, HP, and Toshiba. The results: Apple came out ahead, but the...
Consumers Report On Program Availability, Usage, And Relevance
Forrester surveyed US online nonelderly commercially insured consumers to find out how open they are to using health management programs offered by their health plan or employer and in which channels...
Forrester evaluated the interaction and system capabilities of the iPad for accessing content via its web browser and applications (apps). Both experiences offer somewhat-limited input capabilities...
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...
Consumers Rate Their Satisfaction With Phone Experiences Across 13 Industries
For many companies, the phone is a major channel through which they interact with customers. Forrester surveyed 4,653 consumers to find out how satisfied they were with the phone interactions they...
Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up. This...
Benchmarks: The Experience-Driven Organization Playbook
This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

Lessons Learned From 35 Website User Experience Reviews Across Six Industries
In 2010, Forrester reviewed the website user experience of sites in six industries: banks (Canadian and US), discount retailers, health plans, marketing software vendors, PC laptop manufacturers, and...
The rapid consumer adoption of mobile devices, new interfaces, and the changing behaviors they encourage have fundamentally changed how customers engage with companies. Gone are the days when...

Today, healthcare remains a largely in-person proposition, but with the advancement of Internet-based videoconferencing technologies, the possibility of healthcare video visits is becoming a reality....
eVisits — interactions between patients and care professionals that occur online — have the potential to simultaneously help control healthcare costs and allow physicians to dispense...
