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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41 results in Reports

  • Ron Rogowski
  • Brand Tactics
  • 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: 1653
  • 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: 2310
  • 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: 1924
  • 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: 731
  • For Customer Experience Professionals

    Report:Web Site Brand Image Best Practices From Interactive Agencies

    As part of a recent evaluation of interactive marketing agencies' Web design capabilities, Forrester applied its Brand Image Review methodology to 36 reference sites provided by 18 agencies. Overall,...

    • Downloads: 905
  • For Customer Experience Professionals

    Report:Reviewer's Guide: Website Brand Action Review 3.0

    This is the reviewer's guide for Forrester's Website Brand Action Review methodology, version 3.0.

    • Downloads: 172
  • For Customer Experience Professionals

    Report:Web Site Brand Experience 2010: Skin Care Brands

    Forrester Applies Its Web Site Brand Experience Review Methodology To Five Top Sites

    The multibillion-dollar skin care industry features some of the most recognized brand names in the US, like Dove, L'Oreal Paris, Neutrogena, NIVEA, and Olay. But how good is the brand experience...

    • Downloads: 560
  • For Customer Experience Professionals

    Report:Scorecard: Website Brand Image Review 3.0

    This is the working scorecard for Forrester's Website Brand Image Review, version 3.0.

    • Downloads: 13
  • For Customer Experience Professionals

    Report:Reviewer's Guide: Website Brand Image Review 3.0

    This is the reviewer's guide for Forrester's Website Brand Image Review methodology, version 3.0.

    • Downloads: 104
  • For Customer Experience Professionals

    Report:Executive Q&A: Website Brand Experience Reviews

    Website Brand Experience Reviews uncover two types of flaws in a website's support for brand: those that prevent users from accomplishing key goals and those that contradict a company's brand...

    • Downloads: 489
  • For Customer Experience Professionals

    Report:Customer Experience Professionals Struggle To Build Sites That Support Brands

    Forrester's Customer Experience Panel Weighs In

    Forrester recently surveyed customer experience professionals at 54 companies and found that they aren't satisfied with how well their companies' sites support their brands. Respondents say that weak...

    • Downloads: 447
  • For Customer Experience Professionals

    Report:NikeRunning.com: Emotional Experience Design In Practice

    Companies hoping to engage their customers online should adopt what Forrester calls Emotional Experience Design (EED). NikeRunning.com embodies the three principles of EED by focusing on training...

    • Downloads: 617
  • For Customer Experience Professionals

    Report:Emotional Experience Design

    Creating Online Experiences That Deeply Engage Customers

    As consumers increasingly look to connect with companies online, lackluster Web experiences will damage many brands. But better functional design won't solve the problem. Instead, Forrester...

    • Downloads: 2238
  • For Customer Experience Professionals

    Report:Best And Worst Of Financial Services Brand Building Web Sites, 2009: Credit Card Providers

    How good are the brand experiences offered by major credit card Web sites? To find out, we graded the sites of four top brands — American Express, Capital One, Citigroup, and Discover —...

    • Downloads: 564
  • For Customer Experience Professionals

    Report:Best And Worst Of Financial Services Brand Building Web Sites, 2009: Banks

    The banking industry features some of the most recognizable brand names in the US, like Bank of America, SunTrust Bank, U.S. Bank, and Wells Fargo. But how good are the brand experiences offered by...

    • Downloads: 627
  • For Customer Experience Professionals

    Report:Best And Worst Of Financial Services Brand Building Web Sites, 2009: Investment Firms

    How good is the brand experience offered by major investment Web sites? To find out, we graded the sites of four top brands — Charles Schwab, Edward Jones, Fidelity Investments, and Vanguard...

    • Downloads: 512
  • For Customer Experience Professionals

    Report:Best And Worst Of Financial Services Brand Building Web Sites, 2009: Insurers

    The fiercely competitive insurance industry features some of the most esteemed brand names in the US, like Allstate Insurance, Progressive Casualty Insurance, State Farm Mutual Automobile Insurance,...

    • Downloads: 466
  • For Customer Experience Professionals

    Report:Best And Worst Of Financial Services Brand Building Web Sites, 2009

    Forrester Applies Its Web Site Brand Review Methodology To The Sites Of 16 Top Financial Services Brands

    How good is the overall experience offered by leading financial services brands' Web sites in 2009? To find out, Forrester graded the sites of 16 top financial services brands using Forrester's Web...

    • Downloads: 945
  • For Customer Experience Professionals

    Report:Web Site Layouts That Build Brands

    Web site layouts help companies build brands by focusing attention on the content and function users need most and creating visual continuity across channels. While many firms struggle to craft brand...

    • Downloads: 935
  • For Customer Experience Professionals

    Report:Lessons Learned From 157 Web Site Brand Reviews

    Forrester Examines Results From Version 1.0 Of Our Web Site Brand Review Methodology

    Forrester recently updated its Web Site Brand Review Methodology to version 2.0. Before moving on, we analyzed the results of 157 Web Site Brand Reviews completed with version 1.0 between June 2005...

    • Downloads: 777
  • For Customer Experience Professionals

    Report:Executive Q&A: Web Site Brand Reviews, 2009

    Web Site Brand Reviews uncover two types of flaws in a Web site's brand experience: those that prevent users from accomplishing key goals and those that contradict a company's brand attributes. To...

    • Downloads: 411
  • For Customer Experience Professionals

    Report:Best And Worst Of Brand Building Web Sites, 2008: Mobile Carriers

    Forrester Applies Its Web Site Brand Review Methodology To The Sites Of Four Top Mobile Carrier Brands

    The mobile carrier industry features some of the most recognized brand names in the US, like AT&T, Sprint, T-Mobile, and Verizon. But how good is the online brand experience offered by these...

    • Downloads: 445
  • For Customer Experience Professionals

    Report:Best And Worst Of Brand Building Web Sites, 2008: Motor Fuel Brands

    Forrester Applies Its Web Site Brand Review Methodology To The Sites Of Four Top Motor Fuel Brands

    The motor fuel industry features some of the most recognized brand names in the world, like BP, Chevron, Exxon, and Shell. But how good is the brand experience offered by major motor fuel Web sites?...

    • Downloads: 233
  • For Customer Experience Professionals

    Report:Best And Worst Of Brand Building Web Sites, 2008: Property And Casualty Insurers

    The insurance industry features some of the most recognized brand names in the US, like Allstate, Liberty Mutual, MetLife, and State Farm. But how good is the brand experience offered by major...

    • Downloads: 563
  • For Customer Experience Professionals

    Report:Best And Worst Of Brand Building Web Sites, 2008: Soft Drink Brands

    The soft drink industry features some of the most recognized brand names in the world, like Coca-Cola, Dr Pepper, Fanta, and Pepsi. But how good is the brand experience offered by major soft drink...

    • Downloads: 309