Jonathan Browne

Sr Consultant serving Customer Experience PROFESSIONALS

Jonathan is a senior consultant with Forrester's consulting team. He has managed projects with Forrester clients across multiple industries (including technology, energy, healthcare, and financial services) who want to transform their capabilities to manage complex customer experience ecosystems, and improve their approaches to customer understanding, customer experience measurement, and design.

Previous Work Experience

Previously, Jonathan was a senior analyst in Forrester Research's Customer Experience research practice. He led Forrester's research on customer journey mapping, personas, and interactive design agencies. In 2010, he wrote the Forrester Wave™ assessment of UK interactive agencies' web design capabilities. In 2014, he launched Forrester's Customer Experience Index in Europe. He also wrote research on best practices of companies creating ground-breaking customer experiences online, including the mobile Web and new social computing channels.

Jonathan lived in Japan for 14 years, helping to launch Forrester's Japan office in 2000. During his tenure in Japan, he was a founding member of Japan's nonprofit Persona & Customer Experience Association. He has been cited in Forbes, The Economic Times(India), Nikkei BP, and thisismoney.co.uk. He has written articles for Nikkei Information Strategy magazine, Web Tantosha (Web Manager) magazine, and others.

Education

Jonathan graduated from Cambridge University with a degree in Japanese studies.

Jonathan Browne's Research

  • For Customer Experience Professionals

    Report: The Customer Experience Index, Germany 2014

    How good is the experience at leading German companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 25 German brands across seven in...

    • Downloads: 115
  • For Customer Experience Professionals

    Report: Interactive Design Agency Overview, 2014

    To help clients find the right agency to assist them with interactive design projects, Forrester conducted a survey of interactive design agencies that asked about their skills, industry experie...

    • Downloads: 235
  • For Customer Experience Professionals

    Report: The Customer Experience Index, UK 2014

    How good is the experience at leading UK companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 28 UK bra...

    • Downloads: 265
  • For Customer Experience Professionals

    Report: How To Use Text Analytics In Your VoC Program

    Customer experience professionals struggle to get the most out of text analytics tools and make the case for their value. This report describes the pitfalls that customer experience teams should...

    • Downloads: 370
  • For Customer Experience Professionals

    Report: Lessons In Customer Understanding From Forrester's 2013 Outside In Award Winners

    At Forrester's Forum For Customer Experience Professionals 2013, we announced the winners of our first annual Outside In Awards. The awards recognize organizations that excel at the practices ne...

    • Downloads: 332
  • For Customer Experience Professionals

    Report: How Does Social Media Contribute To Customer Experience? Let Us Count The Ways

    Social media already plays a role at each step of customers' complex journeys to discover, evaluate, buy, access, use, and get support for products and services. Customer experience professional...

    • Downloads: 2055
  • For Customer Experience Professionals

    Report: Customer Journey Mapping: What Is It For?

    Forrester clients tell us that they're eager to use customer journey maps because they see the documents as ideal tools to analyze and communicate their customers' perspectives on the interactio...

    • Downloads: 1417
  • For Customer Experience Professionals

    Report: The State Of The Art Of Personas

    Personas offer a proven solution for a common design challenge: Keeping the end user in mind during all phases of design, development, and testing. Recently, shortsighted firms have wrongly dism...

    • Downloads: 1354
  • For Customer Experience Professionals

    Report: Five Creative Approaches For Using Personas And Customer Journey Maps Effectively

    Personas and customer journey maps are central to companies' customer understanding programs. To understand how firms can get the full benefit from these tools, Forrester interviewed both vendor...

    • Downloads: 1221
  • For Customer Experience Professionals

    Report: Tools For Mastering The Customer Experience Ecosystem

    To make meaningful customer experience improvements, organizations need to align their customer experience ecosystems. That requires understanding customers' deep needs, viewing interactions fro...

    • Downloads: 1208
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