Analyst's Photo Name and Title Contact information
Adele Sage

Adele Sage
Analyst

Research Coverage

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

Research Focus

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.

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 Web Site Review and Cross-Channel Review methodologies.

Education

Adele holds a B.A. in psychology from Harvard University.

Latest Research

Planned Research

Best Practices In Designing For Cross-Channel Web-Store Expriences May 2010
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It's Time For IVR Systems To Grow Up March 2010
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Adele Sage serves Customer Experience professionals.
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