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.
Lately it’s become en vogue to talk about how to “surprise and delight” your customers. And why not? If companies are competing on experience, they need to find ways to impress and...

Mega-drop-down menus enable designers to quickly route site visitors to content that resides deep within a site's hierarchy without obligating them to sort through multiple menu layers. But once...
Today’s digital landscape is complex. As companies use digital interfaces to engage with customers and foster long-term relationships, customer interactions are spanning an increasing array of...
Five Emotional Design Techniques That Drive Engagement
Engaging customers and prospects in digital interfaces is difficult. But the fields of social science and behavioral economics have uncovered techniques that can be effective for encouraging...
As part of Forrester’s ongoing initiative to provide annual industry benchmarks of online customer experiences, we recently evaluated the Brand Experience of four hotel brands’ Web sites...
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...
Ever wonder why Web sites offer such lackluster brand experiences? Want to know how your site can help you differentiate your brand online? If you care about how your brand succeeds online and are...
The Splinternet Engagement Index
This report, originally written for market insights professionals, includes content relevant to customer experience professionals. Here's why: Firms deliver experiences across an increasing array of...
Vision: The Digital Customer Experience Improvement Playbook
Companies have historically failed to meet the needs of their customers in individual channels. As customers increasingly engage with multiple channels in pursuit of a single goal, companies need to...

For a long time, people have debated the meaning of every part of the acronym RIA (rich Internet application). What is rich? What do you mean by "Internet"? What's an application as opposed to a...
Best Practices From 14 Web Site Brand Reviews Across Three Industries
In 2010, Forrester reviewed the Web site brand experience of sites in industries as diverse as automotive, hotels, and skin care. An analysis of the results across industries surfaced common...
Forrester Applies Its Web Site Brand Experience Review Methodology To Four Top Sites
The hotel industry features highly recognized brand names like Crowne Plaza, Hilton, Marriott, and Sheraton. But how good is the brand experience offered by major hotel brands' Web sites? To find...
What Customer Experience Professionals Need To Know About The Year Ahead
In 2011, the customer experience ecosystem will expand to include a dizzying array of new devices, touchpoints, and physical interactions. The breadth of this emerging ecosystem and the number of...
Forrester Applies Its Website Review Methodology To Six Canadian Bank Sites
Forrester evaluated the user experience at the public-facing websites of six leading Canadian banks by assets: Bank of Montreal, CIBC, National Bank of Canada, Royal Bank of Canada (RBC), Scotiabank,...
I would like to know how important robust search capability is within websites. What is the perceived value? Is it an important feature that needs an investment? Where does search rank as a core...
Ever since I signed my daughter up for a frequent-flier program, she's been receiving at least one credit card offer from American Express every week. Problem is, she's 2. It's unnerving...
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...
Delivering Relevant Experiences In The Multichannel World
Firms want to deliver the right experience to the right user at the right time and on the right device — a tricky proposition in this age of device proliferation. The splinternet — and...

Harley Manning recently wrote a post that explained Forrester’s definition of customer experience as: “How customers perceive their interactions with your company.” The key...