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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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2 results in Reports

  • Adele Sage
  • Media & Entertainment

  • 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: 1275

  • For Customer Experience Professionals

    Report:MP3 Player Manufacturers' Cross-Channel Experience, 2008

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

    Adele SageSeptember 09, 2008

    As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large US MP3 player manufacturers — Apple, Creative, iRiver, and Sony. As an industry, the...

    • Downloads: 254
 
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