Jonathan Browne

Senior Analyst serving Customer Experience PROFESSIONALS

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 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.


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

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7 results in Reports

  • Jonathan Browne
  • Manufacturing
  • 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 brands...

    • Downloads: 116
  • For Customer Experience Professionals

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

    It's Time To Document Best Practices For Social Media And Customer Experience

    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 professionals...

    • Downloads: 2018
  • For Customer Experience Professionals

    Report:Customer Experience Best Practices From 2008 Finance And Consumer Marketing Forums EMEA

    In November 2008, Forrester held concurrent forums in London for consumer marketing and financial services professionals. Leading companies and their design agencies offered insight into their best...

    • Downloads: 659
  • For Customer Experience Professionals

    Report:Design Persona Best Practices From Japan

    Examining How Four Organizations Successfully Use Design Personas

    Forrester decided to highlight four successful design persona initiatives within Japanese organizations that we found during our research. Hakubaku used personas to engage moms with its Web site....

    • Downloads: 425
  • For Customer Experience Professionals

    Report:Online Experience: A Global Comparison

    The State Of The Web In The US, Japan, And Europe

    Forrester's 2007 reviews of Web sites in Japan, Europe, and the US show a vast majority of sites in all regions to be deeply flawed. On average, US sites offer better customer experience than their...

    • Downloads: 871
  • For Customer Experience Professionals

    Report:The State Of Japanese Automotive Site Design, 2007

    The Top Three Problems With Japanese Auto Web Sites

    As part of a study that evaluated 12 major Japanese sites, Forrester recently used its Web Site Review methodology to evaluate the user experience at the Web sites of four major auto manufacturers:...

    • Downloads: 138
  • For Customer Experience Professionals

    Report:Best And Worst Of Japanese Site Design, 2007

    Forrester Applies Its Web Site Review Methodology To 12 Major Japanese Firms

    Using our recently updated Web Site Review methodology, Forrester evaluated the Web site customer experience of 12 major Japanese firms — four each in the automotive, banking, and consumer...

    • Downloads: 117