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Adele Sage

Analyst serving Customer Experience PROFESSIONALS

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, Multichannel Customer Experience, Personalization, Phone Self-Service, Web Design & Usability, Wipro

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6 results in Reports

  • Adele Sage
  • Best of the Web

  • For Customer Experience Professionals

    Report:Best And Worst Of Cross-Channel Design, 2008

    Forrester Applies Its Cross-Channel Review Methodology To 16 Major Firms

    Adele SageJune 13, 2008

    Forrester applied its Cross-Channel Review methodology to the experiences at 16 firms — four of the largest airlines, banks, department stores, and MP3 player manufacturers. While Delta...

    • Downloads: 1277

  • For Customer Experience Professionals

    Report:Best And Worst Of Website Experience, 2011

    Benchmarks: The Digital Customer Experience Improvement Playbook

    Adele SageJuly 11, 2012

    This report is an update to "Best And Worst Of Website User Experience, 2011" originally published on November 18, 2011. This report outlines how customer experience professionals can benchmark...

    • Downloads: 1762

  • For Customer Experience Professionals

    Report:Best And Worst Of Cross-Channel Design, 2009

    Forrester Applies Its Cross-Channel Review Methodology To 16 Major Firms

    Adele SageMarch 6, 2009

    Forrester applied its Cross-Channel Review methodology to the experiences at 16 firms — four of the largest auto insurers, discount retailers, footwear manufacturers, and online travel...

    • Downloads: 1383

  • For Customer Experience Professionals

    Report:Best And Worst Of B2C Site Design, 2009

    Forrester Applies Its Web Site Review Methodology To 16 Major Firms

    Adele SageApril 14, 2009

    Forrester applied its Web Site Review methodology to the site experiences at 16 firms — four each of the largest auto insurers, discount retailers, footwear manufacturers, and online travel...

    • Downloads: 1311

  • For Customer Experience Professionals

    Report:Web Site Brand Experience 2010: Auto Manufacturers

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

    Adele SageSeptember 2, 2010

    The multibillion-dollar auto industry features some of the most recognized brand names in the US, like Chevrolet, Ford, Honda, Nissan, and Toyota. But how good is the brand experience offered by...

    • Downloads: 496

  • For Customer Experience Professionals

    Report:Footwear Manufacturers' Cross-Channel Experience, 2009

    An Industry Look At This Year's Best And Worst Of Cross-Channel Design

    Adele SageSeptember 18, 2009

    As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large footwear manufacturers — adidas, New Balance, Nike, and Puma. Overall, the footwear...

    • Downloads: 319
 
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