Forrester's Customer Experience Forum 2012 East
Once, personalization meant putting a customer's name on a web page or making some recommendations based on previous purchases. But in the future, personalization will be far more subtle, sophisticated — and essential for delivering the best possible digital customer experiences.
Increasingly, companies rely on digital touchpoints to be the nexus for customer experiences. But as digital touchpoints proliferate, firms must ensure that the brand's personality is clear and cohesive across all of them.
Ron is a principal consultant serving Customer Experience Professionals. During his 13-year tenure as a Forrester analyst, Ron has helped companies develop and execute digital-first customer experience strategies. He has pioneered methodologies for evaluating how well companies deliver on the needs and expectations of today's multi-touchpoint customers.
Ron came to Forrester through its acquisition of Giga Information Group. During his time at Giga, Ron was responsible for managing its user experience evaluation business. Prior to that, he worked at Kyodo News Markets in Tokyo.
Ron has a B.A. in English and Japanese from the University of Richmond.