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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Client Inquiries
Adele Sage
Past 18 months

For Customer Experience Professionals
Client Inquiry:What Methodology Did Forrester Use To Rank The Winners Of The VoC Awards?
Adele SageJuly 18, 2012
What methodology did Forrester use to rank the winners of the VoC Awards?
For Customer Experience Professionals
Client Inquiry:Does Forrester Have Updated Website Drop-Off And Abandonment Metrics?
Adele SageJanuary 25, 2012
I found a reference to some 2009 research by Forrester that says that people will abandon a website if it takes more than 3 seconds to load a page. Do you know if this has been updated?

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Adele Sage

Analyst serving Customer Experience PROFESSIONALS

Research Coverage:

Refine your results

Topics

For Customer Experience Professionals

Client Inquiry:What Methodology Did Forrester Use To Rank The Winners Of The VoC Awards?

For Customer Experience Professionals

Client Inquiry:Does Forrester Have Updated Website Drop-Off And Abandonment Metrics?

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