Ron Rogowski

Principal Consultant serving Customer Experience PROFESSIONALS

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.

Previous Work Experience

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.

Education

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

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93 results in Reports

  • Ron Rogowski
  • For Customer Experience Professionals

    Report:The Best And Worst Of Unified Experiences, 2014

    Benchmarks: The Digital Customer Experience Improvement Playbook

    Today's multitouchpoint customers expect unified experiences that smooth transitions across interactions. To help companies detect and codify systemic problems that affect their customers' ability to...

    • Downloads: 494
  • For Customer Experience Professionals

    Report:Mobile Moments Transform Customer Experience

    Mobile Experiences In Four Steps: Identify, Design, Engineer, And Analyze

    Your customer is experiencing a mobile mind shift: the expectation that she can get what she wants in her immediate context and moments of need. As a result, mobile is central to customer experience...

    • Downloads: 947
  • For Application Development & Delivery Professionals

    Report:Advance To Next-Generation Personalization

    Support Relevant Digital Experiences In The Multichannel World With Contextual Experiences

    Organizations have long personalized their websites for customer segments. Now they need to go further, first by delivering the right experience to the right user at the right time and on the right...

    • Downloads: 1192
  • For Customer Experience Professionals

    Report:How Unified Is Your Customer Experience?

    Assessment: The Digital Customer Experience Improvement Playbook

    Today's customers interact with companies across a range of media and devices, including electronic ads, digital interfaces, phones, and physical spaces. It's the sum of all of these interactions...

    • Downloads: 635
  • For Customer Experience Professionals

    Report:Meet The Changing Needs Of Connected Customers

    Your customers are more connected, more empowered, and more distracted than ever. To compete in this volatile world, companies need a new approach to delivering customer experiences. This report...

    • Downloads: 891
  • For Customer Experience Professionals

    Report:The Unified Customer Experience Imperative

    Delivering Experience Excellence Across A Fractured Network Of Digital Touchpoints

    Today's digital landscape is distributed across an array of touchpoints and devices. With customers able to interact through multiple channels at any given moment, firms need to ensure that they...

    • Downloads: 1671
  • For Customer Experience Professionals

    Report:Digital Customer Experience Governance Demystified

    Continuous Improvement: The Digital Customer Experience Improvement Playbook

    Governance has long been a dreaded word in the field of customer experience. It conjures images of automatons locked in dungeons trolling digital properties, hunting for standards violations. But...

    • Downloads: 776
  • For Customer Experience Professionals

    Report:Digital Customer Experience Trends To Watch, 2013

    Digital touchpoints support an increasingly large percentage of the overall customer experience. 2012 saw the emergence of several important digital customer experience trends that will gain momentum...

    • Downloads: 2428
  • For Customer Experience Professionals

    Report:2013 Customer Experience Predictions

    What Customer Experience Professionals Need To Know About The Year Ahead

    Over the past two years, consumer technology adoption and market forces have catapulted the field of customer experience into strategic stature. But it will be years before customer experience is...

    • Downloads: 1607
  • For Customer Experience Professionals

    Report:Contextualization

    Delivering Relevant Experiences In The Multichannel World

    Firms want to deliver the right experience to the right user at the right time and on the right device — a tricky proposition in this age of device proliferation. The splinternet — and...

    • Downloads: 633
  • For Customer Experience Professionals

    Report:Forrester's Customer Experience Maturity Framework For Digital

    Assessment: The Digital Customer Experience Improvement Playbook

    This report is an update to "Executive Q&A: What Forrester's Customer Experience Maturity Framework Means For Digital" originally published on December 6, 2011. To help customer experience...

    • Downloads: 829
  • For Customer Experience Professionals

    Report:Implement Your Digital Customer Experience Strategy

    Road Map: The Digital Customer Experience Improvement Playbook

    This report is an update to "How To Build An Implementation Road Map For Your Digital Customer Experience Strategy" originally published on August 11, 2011. In a world of proliferating digital...

    • Downloads: 2140
  • For Customer Experience Professionals

    Report:Improve Your Digital Customer Experience

    Executive Overview: The Digital Customer Experience Improvement Playbook

    Today's multichannel customers demand better experiences than they get from firms that design underperforming one-off touchpoints. Faced with an expanding ecosystem of legacy websites, mobile sites,...

    • Downloads: 1436
  • For Customer Experience Professionals

    Report:Scenario Design Unifies The Splinternet Customer Experience

    Companies have historically failed to meet the needs of their customers in individual channels. As customers increasingly engage with multiple channels in pursuit of a single goal, companies need to...

    • Downloads: 1079
  • For Customer Experience Professionals

    Report:Develop Your Digital Customer Experience Strategy

    Strategic Plan: The Digital Customer Experience Improvement Playbook

    This report is an update to "How To Develop Your Digital Customer Experience Strategy" originally published on July 13, 2011. Companies need a digital customer experience strategy to ensure that they...

    • Downloads: 2331
  • For Customer Experience Professionals

    Report:How Customer Experience Professionals Can Use The Splinternet Engagement Index

    The Splinternet Engagement Index

    This report, originally written for market insights professionals, includes content relevant to customer experience professionals. Here's why: Firms deliver experiences across an increasing array of...

    • Downloads: 314
  • For Customer Experience Professionals

    Report:Make Your Digital Touchpoints More Engaging

    Five Emotional Design Techniques That Drive Engagement

    Engaging customers and prospects in digital interfaces is difficult. But the fields of social science and behavioral economics have uncovered techniques that can be effective for encouraging...

    • Downloads: 584
  • For Customer Experience Professionals

    Report:Use Visual Design To Help Unify The Digital Customer Experience

    Customers expect the companies they do business with to coordinate services and designs across channels. The first — and most elemental way — to demonstrate and deliver on this...

    • Downloads: 560
  • For Customer Experience Professionals

    Report:Best And Worst Of Website User Experience, 2011: Canadian Banks

    Forrester Applies Its Website Review Methodology To Six Canadian Bank Sites

    Forrester evaluated the user experience at the public-facing websites of six leading Canadian banks by assets: Bank of Montreal, CIBC, National Bank of Canada, Royal Bank of Canada (RBC), Scotiabank,...

    • Downloads: 454
  • For Customer Experience Professionals

    Report:Best And Worst Of Website User Experience, 2011: US Banks

    Forrester Applies Its Website Review Methodology To Six US Bank Sites

    Forrester evaluated the user experience at the public-facing websites of six leading US banks by assets: Bank of America, Chase (JPMorgan Chase), Citibank, PNC Financial Services, US Bank, and Wells...

    • Downloads: 717
  • For Customer Experience Professionals

    Report:Why You Need A Digital Customer Experience Strategy

    It's Time To Back Up The Claim That Digital Customer Experience Is Important

    Companies say that digital touchpoints are critical to their customer experience efforts but don't have an approach for multi-touchpoint experience, don't know customers' expectations, and don't know...

    • Downloads: 1931
  • For Customer Experience Professionals

    Report:Mastering Emotional Experience Design: Engage A Mix Of Senses

    The sensory experience is a critical part of engaging users in digital interaction points. Unfortunately, many legacy websites keep users at arm's length with static text, generic imagery, and few...

    • Downloads: 596
  • For Customer Experience Professionals

    Report:Tablet Apps And The Future Of Digital Customer Experience

    Tablet applications offer a new way for customers to interact with brands, providing sustained engagement and bridging the capability-mobility gap between websites and smartphone applications. In the...

    • Downloads: 1207
  • For Customer Experience Professionals

    Report:Mastering Emotional Experience Design: Develop A Coherent Personality

    Today's cookie-cutter digital experiences fail to leave lasting impressions on customers, in part because they lack a coherent personality. Companies hoping to engage their customers in digital...

    • Downloads: 734
  • For Customer Experience Professionals

    Report:Mastering Emotional Experience Design: Address Customers' Real Goals

    Companies hoping to engage their customers in digital channels should adopt what Forrester calls Emotional Experience Design (EED). The first principle of the framework asserts that firms need to...

    • Downloads: 933