Forrester Research : Analyst

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Jonathan Browne

Senior Analyst serving Customer Experience PROFESSIONALS

Find Jonathan on:
Blog: Customer Experience Blog

Based in London, Jonathan serves Customer Experience Professionals. He examines the best practices of companies creating groundbreaking customer experiences online, including the mobile Web and new Social Computing channels. He leads Forrester's research in Europe on interactive design agencies and personas.

Previous Work Experience

Prior to this role, Jonathan was a senior analyst serving Customer Experience Professionals in Tokyo. He lived in Japan for 14 years, helping to launch Forrester's Japan office in 2000 and serving as a country sales manager there before becoming an analyst in 2006.

Prior to joining Forrester, he worked in business development roles for TDK Electronics (UK) and for a trading company in Japan, exporting components to global manufacturers in the computer industry. He is fluent in Japanese.

Jonathan is a founding member of Japan's Persona & Customer Experience Association (formerly Persona Consortium), a nonprofit organization that researches the use of personas. He has delivered presentations on customer experience topics in London and Tokyo, Nagoya, and Osaka, Japan. In November 2006, he delivered a keynote presentation on the future of Social Computing at the Business Blog & SNS World forum in Tokyo. In March 2008, he delivered a keynote presentation on marketing strategy and trends in globalization of organizations at the CMO Summit in Tokyo.

Jonathan has been cited in publications including 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 he has presented a series of videos on the Softbank Business + IT Web site.

Education

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

Research Coverage:

Customer Experience Management, Expert Reviews, Multichannel Customer Experience, Personas & Scenarios, Web Design & Usability

Reports (10)
Charts & Figures (2)

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Topics

Customer Experience Management (10)
eCommerce (9)
Interactive Marketing Strategy and Process (9)
Customer Intelligence Strategy and Process (7)
Branding (1)
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- Branding (1)
- Customer Experience Management (10)
- Customer Intelligence Strategy and Process (7)
- eCommerce (9)
- Interactive Marketing Strategy and Process (9)
- Marketing Methods (1)
- Media Mix (1)

Region

10 results in Reports

Jonathan Browne
Consumer Electronics & Technology
Consumer Technographics

For Customer Experience Professionals
Report:Personas Require Regular Updates
Ensure Personas Accurately Reflect Customers' New Behaviors And Technologies
Jonathan BrowneAugust 15, 2011
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...
- Downloads: 444
For Customer Experience Professionals
Report:How Satisfied Are Italian Consumers With Online Customer Experiences?
Jonathan BrowneJune 18, 2009
We asked more than 2,000 Italian consumers how satisfied they were when using top Web sites in Italy. Most consumers were satisfied or very satisfied with their experiences. eBay led in satisfaction...
- Downloads: 179
For Customer Experience Professionals
Report:How Satisfied Are Spanish Consumers With Online Customer Experiences?
Jonathan BrowneJune 18, 2009
We asked more than 1,700 Spanish consumers how satisfied they were with their experiences on top Spanish Web sites. The majority of consumers were satisfied or very satisfied. El Corte Inglés...
- Downloads: 224
For Customer Experience Professionals
Report:How Satisfied Are Dutch Consumers With Online Customer Experiences?
Jonathan BrowneMay 27, 2009
We asked more than 1,000 Dutch consumers about their satisfaction with Dutch Web sites. The majority reported that they were satisfied or very satisfied with their experiences. Bol.com had the...
- Downloads: 205
For Customer Experience Professionals
Report:How Satisfied Are Swedish Consumers With Online Customer Experiences?
Jonathan BrowneMay 27, 2009
We asked more than 500 Swedish consumers how satisfied they were when using top Web sites in Sweden. The majority of consumers were satisfied or very satisfied with their experiences. Blocket...
- Downloads: 140
For Customer Experience Professionals
Report:How Satisfied Are German Consumers With Online Customer Experiences?
Jonathan BrowneMay 13, 2009
We asked more than 3,300 German consumers how satisfied they were when using 13 top German Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Amazon had the...
- Downloads: 287
For Customer Experience Professionals
Report:How Satisfied Are French Consumers With Online Customer Experiences?
Jonathan BrowneMay 08, 2009
We asked more than 2,500 French consumers how satisfied they were when using 15 top French Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Fnac had the...
- Downloads: 228
For Customer Experience Professionals
Report:How Satisfied Are UK Consumers With eCommerce Experiences?
Jonathan BrowneMarch 12, 2009
Forrester asked nearly 3,000 UK consumers how satisfied they were when using 19 top UK eCommerce Web sites across two industries: retail and travel. On average, consumers were satisfied with their...
- Downloads: 397
For Customer Experience Professionals
Report:How Japanese Consumers Use The Mobile Internet
Jonathan BrowneMarch 10, 2009
The mobile phone market in Japan is saturated: 96% of online consumers already own mobile phones, many of which offer Internet access and advanced capabilities. Although both men and women are avid...
- Downloads: 617
For Customer Experience Professionals
Report:Japan's Social Networks Need Usability Improvements
Forrester Evaluated Mixi, Gree, And Cafesta
Jonathan BrowneAugust 05, 2008
The growing popularity of Japan's social networking services (SNSes) is dependent on getting people to sign up for and use their services. To find out how easy it was to register for Japan's SNSes,...
- Downloads: 256

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Jonathan Browne

Senior Analyst serving Customer Experience PROFESSIONALS

Research Coverage:

Refine your results

Topics

All Topics

Region

For Customer Experience Professionals

Report:Personas Require Regular Updates

For Customer Experience Professionals

Report:How Satisfied Are Italian Consumers With Online Customer Experiences?

For Customer Experience Professionals

Report:How Satisfied Are Spanish Consumers With Online Customer Experiences?

For Customer Experience Professionals

Report:How Satisfied Are Dutch Consumers With Online Customer Experiences?

For Customer Experience Professionals

Report:How Satisfied Are Swedish Consumers With Online Customer Experiences?

For Customer Experience Professionals

Report:How Satisfied Are German Consumers With Online Customer Experiences?

For Customer Experience Professionals

Report:How Satisfied Are French Consumers With Online Customer Experiences?

For Customer Experience Professionals

Report:How Satisfied Are UK Consumers With eCommerce Experiences?

For Customer Experience Professionals

Report:How Japanese Consumers Use The Mobile Internet

For Customer Experience Professionals

Report:Japan's Social Networks Need Usability Improvements

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