Adele SageAnalyst
Benchmark against competitors, Best Of the Web, Channel Design Strategies, Cross-Channel Design Strategies, Customer Experience, Customer Experience Management, Design & Usability Processes, Email Customer Service, Expert Reviews, Gain industry-specific insights, Multichannel Customer Experience, Phone Self-Service, Prove the business value, ROI Of Customer Experience, Transform the business, Web Site Design
Adele serves Customer Experience professionals. She helps by providing them with tools that improve customer experience and related business results. She focuses on experiences that take place both within and across channels such as the Web, email, phone self-service, and chat. Adele has been instrumental in the development and maintenance of many of Forrester's customer experience evaluation methodologies, including creating Forrester's current review methodology for click-to-chat systems. Her research coverage includes cross-channel design and Web site and cross-channel reviews.
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 Web Site Review and Cross-Channel Review methodologies.
Adele holds a B.A. in psychology from Harvard University.
Top Customer Experience Takeaways From SpeechTEK 2009 November 10, 2009 (Rating: 10) BookmarkPDF
Footwear Manufacturers' Cross-Channel Experience, 2009 September 18, 2009 BookmarkPDF
Executive Q&A: Cross-Channel Reviews July 31, 2009 BookmarkPDF
Small IVR Investments That Pay Off June 23, 2009 (Rating: 10) BookmarkPDF
Best And Worst Of Email Interaction Design, 2009 May 27, 2009 BookmarkPDF
Best Practices In Designing For Cross-Channel Web-Store Expriences May 2010 Receive an alert when this document is published: email RSS
It's Time For IVR Systems To Grow Up March 2010 Receive an alert when this document is published: email RSS
