Forrester Research : Analyst

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Adele Sage

Analyst serving Customer Experience PROFESSIONALS

Find Adele on:
Blog: Customer Experience Blog

Adele serves Customer Experience professionals. She helps them improve customer experiences and related business results by identifying both problems and solutions through tools like voice of the customer programs and customer-centric testing methodologies. Adele has been instrumental in the development of many of Forrester’s user experience evaluation methodologies, including the Website, IVR, and Cross-Channel User Experience Reviews. Adele’s research also includes best practices for digital experiences — focused mainly on website and phone self-service design.

Previous Work Experience

Prior to becoming an analyst, Adele was a researcher at Forrester. In that role, she was a key contributor to updating, maintaining, and applying the Forrester Website User Experience Review and Cross-Channel User Experience Review methodologies.

Education

Adele holds a B.A. in psychology from Harvard University.

Research Coverage:

Apple, Best of the Web, Cross Channel Strategies, Customer Experience Management, Dell, Email Customer Service, Expert Reviews, Hewlett-Packard, Multichannel Customer Experience, Personalization, Phone Self-Service, Web Design & Usability

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5 results in Reports

Adele Sage
Telecommunication Services

For Customer Experience Professionals
Report:Best And Worst Of Website User Experience, 2010
Lessons Learned From 35 Website User Experience Reviews Across Six Industries
Adele SageFebruary 04, 2011
In 2010, Forrester reviewed the website user experience of sites in six industries: banks (Canadian and US), discount retailers, health plans, marketing software vendors, PC laptop manufacturers, and...
- Downloads: 1374
For Customer Experience Professionals
Report:How Satisfied Are US Consumers With Web-To-Store Shopping?
Adele SageDecember 07, 2009
Although single-channel interactions satisfy more than 70% of consumers, the results aren't so great when it comes to Web-to-store shopping. Less than two-thirds of consumers are satisfied when...
- Downloads: 670
For Customer Experience Professionals
Report:How Satisfied Are US Consumers With Store-To-Web Shopping?
Adele SageMay 17, 2010
Only half of consumers are satisfied with their experiences when researching apparel/footwear/accessories, consumer electronics, and wireless products and services in a store and then purchasing on...
- Downloads: 692
For Customer Experience Professionals
Report:Wireless Carriers Suffer Common Usability Issues
Forrester Applies Its Web Site User Experience Review Methodology To Four Wireless Carriers
Adele SageNovember 23, 2010
Forrester evaluated the Web site user experience of the four largest US wireless carriers: AT&T, Sprint, T-Mobile, and Verizon Wireless. Overall scores were mediocre: No site received a passing...
- Downloads: 294
For Customer Experience Professionals
Report:Europe 2010: Fixing Known Usability Problems Pays Off
Adele SageNovember 12, 2010
Web site design case studies and consulting projects provide convincing evidence that when European companies fix known Web site usability problems — like those in Forrester's Web Site User...
- Downloads: 259

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Adele Sage

Analyst serving Customer Experience PROFESSIONALS

Research Coverage:

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For Customer Experience Professionals

Report:Best And Worst Of Website User Experience, 2010

For Customer Experience Professionals

Report:How Satisfied Are US Consumers With Web-To-Store Shopping?

For Customer Experience Professionals

Report:How Satisfied Are US Consumers With Store-To-Web Shopping?

For Customer Experience Professionals

Report:Wireless Carriers Suffer Common Usability Issues

For Customer Experience Professionals

Report:Europe 2010: Fixing Known Usability Problems Pays Off

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