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.
Investments in customer experience improvements are likely to drive a higher Net Promoter Score (NPS). Forrester tested the strength of the correlation between customer experience quality — as...
A Look Inside The VoC Practices At Adobe, Fidelity, And JetBlue
This year, Forrester recognized three winners of its annual Voice Of The Customer Awards: Adobe Systems, Fidelity Investments, and JetBlue Airways. Each firm had its own unique practices. Adobe...

Most large North American companies have voice of the customer (VoC) programs in place. But most programs don't live up to their potential. Forrester's 2010 Voice of the Customer Awards recognize VoC...
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...
Forrester believes that online experiences of the future will be customized, aggregated, relevant, and social (CARS). We already see examples of companies that are transforming their digital...
Trina Evans was appointed as KeyBank's executive vice president (EVP) and director of client experience in April 2010. Forrester interviewed Trina as part of an ongoing series to understand the role...
An Empowered Report: Employees Are Customer Experience Pros' Best Weapon
Employees have a wealth of insight about both customers and internal operations. Many also have the influence to quickly improve customer experience at the ground level through frontline interactions...
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...
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...

A Report From Forrester's Customer Experience Forum 2010
American Express listens to its employees. At Forrester's Customer Experience Forum 2010, Reena Panikar, vice president and business leader of American Express' Customer Service Center in Fort...
How To Keep Documents From Being The Weak Link In Your Customer Experience
Despite consumers' increasing online migration, documents — both paper and electronic — remain central to their relationships with many of the companies they do business with. But the...
Business Case: The Experience-Driven Organization Playbook
Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and loyalty. We built three simple models to estimate the impact customer experience...

Forrester Applies Its Website Review Methodology To Six US Bank Sites
Forrester evaluated the user experience at the public-facing websites of six leading US banks by assets: Bank of America, Chase (JPMorgan Chase), Citibank, PNC Financial Services, US Bank, and Wells...
Wayne Peacock was appointed USAA's executive vice president, member experience, in January 2010. Forrester interviewed Wayne as part of an ongoing series to understand the role of a new type of...
A Look Inside The Voice Of The Customer Programs At Barclaycard US, Cisco, And Vanguard
This year, Forrester recognized three winners of its fourth annual Voice Of The Customer Awards: Barclaycard US, Cisco Systems, and The Vanguard Group. Each of the winning voice of the customer (VoC)...

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...
How Focusing On Callers And Agents Can Drive Business Results
Today, user-centered design isn't widely used to improve call center interactions. That needs to change. When applied in the call center, the core activities of a user-centered design process —...