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.
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...
Calling all customer experience professionals! It’s that time of year again . . . time for Forrester to take a snapshot of what’s going on inside customer experience programs around the...
For the past five years, I’ve been leading Forrester’s research on measuring customer experience. With the recent explosion of interest in customer experience overall and the...

Today we published Forrester’s 2012 Customer Experience Index (CXi). It’s our fifth annual benchmark of customer experience quality as judged by the only people whose opinion matters...
To help customer experience professionals get the most from Forrester's Customer Experience Index (CXi) research, we've summarized answers to the 10 most frequently asked questions we get from...
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...

Earlier this year, I ran a workshop designed to help customer experience professionals get a jumpstart on the process of transforming their organizations to be more customer-centric. We got great...
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...
Lately I’ve noticed a theme in my conversations with customer experience professionals — they’re feeling a bit overwhelmed as to where to start the enterprise customer experience...
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...
Performance Management: The Experience-Driven Organization Playbook
This report is an update to "How Four Firms Measure Customer Experience Across The Enterprise" originally published on January 22, 2010. Chief customer experience officers (CC/EOs) need a set of...

Vision: The Experience-Driven Organization Playbook
This report is an update to "Customer Experience Maturity Defined" originally published on September 12, 2011. This report gives customer experience professionals who discover the need to transform...
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...
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...

Companies Have Lofty Goals But Aren't Doing What It Takes To Reach Them
To assess the state of customer experience in 2011, Forrester surveyed 118 customer experience professionals around the globe. More than two-thirds said that their firms aim to differentiate based on...

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...
How do companies measure customers' experience after visiting a retail store? What methods do companies use to identify, contact, and survey customers after they have interacted with staff in a...
Consumers Rate Their Satisfaction With 87 Web Sites Across 13 Industries
Forrester recently asked US online consumers to rate their satisfaction with Web site experiences at companies they've done business with across multiple industries. When the results were tallied,...
Forrester's January 23, 2012, "The Customer Experience Index, 2012" report by Megan Burns is a general research summary for all industries. Are there industry-specific reports planned around...
Continuous Improvement: The Experience-Driven Organization Playbook
This report is an update to "Managing The Customer Experience Project Portfolio" originally published on February 12, 2010. When transforming their firms into experience-driven organizations,...
We are hoping that Forrester can help our company identify industry-leading companies that train people on customer experience.
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...
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...
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...
