Research Focus

Ron is a vice president and principal analyst serving Customer Experience Professionals. He leads Forrester's research on how to develop and execute digital customer experience strategies by aligning business and brand goals with customer needs across touchpoints. He also leads Forrester's research on how to create emotionally engaging and differentiated digital customer experiences by catering to customers' real needs, developing a coherent personality, and engaging the senses.

During his tenure at Forrester, Ron has also done extensive research in the fields of web globalization and rich interfaces. In addition, Ron is part of the core analyst team responsible for developing and maintaining Forrester's Website User Experience Review methodology and is the steward of Forrester's Website Brand Experience Review methodology.

Previous Work Experience

Ron came to Forrester through its acquisition of Giga Information Group, where he created and managed a site evaluation methodology to help companies improve online customer experiences. Prior to joining Giga, Ron worked for Kyodo News Markets, the Japanese distributor of Bridge Information Systems, where he was responsible for training and educating clients and internal personnel in proprietary and web-based information systems. Before working with Kyodo, he taught English in Hamamatsu, Japan.

Education

Ron has a B.A. in English and Japanese from the University of Richmond.