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

Reports (2)

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Consumer Technographics (1)

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North America (1)

2 results in Reports

Adele Sage
Web 2.0
Past 12 months

For Customer Experience Professionals
Report:How Consumers Complain About Poor Service
Time To Get Serious About Social Voice Of The Customer
Adele SageOctober 11, 2012
Most consumers have gotten poor service at some point in the past year. Among that group, the vast majority told friends or family about their disappointing experiences. To understand the causes of...
- Downloads: 868
For Customer Experience Professionals
Report:Digital Design Projects And Spending, 2012
Customer Experience Professionals Share Plans For Design Tools, Budgets, And Staffing
Adele SageMay 22, 2012
During the past few years, Forrester has seen tremendous momentum for digital design projects as digital touchpoints proliferate. And the trend held true this year, too: A recent survey of...
- Downloads: 465
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Adele Sage

Analyst serving Customer Experience PROFESSIONALS

Research Coverage:

Refine your results

Methodology

Region

For Customer Experience Professionals

Report:How Consumers Complain About Poor Service

For Customer Experience Professionals

Report:Digital Design Projects And Spending, 2012

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