Forrester Research

Analyst's Photo	Name and Title	Contact information
	Jonathan Browne Senior Analyst

Research Coverage

Automotive, Automotive Customer Experience, Best Of the Web, Brand & Product Web Sites, Channel Design Strategies, Consumer Media & Entertainment, Consumer Travel, Consumers By Geography, Consumers in Asia-Pacific, Cross-Channel Design Strategies, Customer Experience, Customer Experience Management, Design & Usability Processes, Expert Reviews, Financial Services, Financial Services Customer Experience, Interactive Marketing, Marketing & Advertising, Marketing Service Providers, Media & Entertainment, Media Customer Experience, Personas, Scenario Design, Social Computing & Web 2.0, Social Marketing, The Mobile Channel, Travel, Travel Customer Experience, Usability Testing, Web Design Agencies, Web Site Design, eBusiness/eCommerce

Research Focus

Based in London, Jonathan serves Customer Experience professionals. He examines the best practices of companies creating groundbreaking customer experiences via online channels, including the mobile Web and new Social Computing channels. He leads Forrester's research in Europe on interactive design agencies and personas.

Previous Work Experience

Prior to this role, Jonathan was a senior analyst serving Customer Experience professionals in Tokyo. He lived in Japan for 14 years, helping to launch Forrester's Japan office in 2000 and serving as a country sales manager there before becoming an analyst in 2006.

Prior to joining Forrester, he worked in business development roles for TDK Electronics (UK) and for a trading company in Japan, exporting components to global manufacturers in the computer industry. He is fluent in Japanese.

Jonathan is a founding member of Japan's Persona & Customer Experience Association (formerly Persona Consortium), a nonprofit organization that researches the use of personas. He has delivered presentations on customer experience topics in London, Nagoya, Osaka, and Tokyo. In November 2006, he delivered a keynote presentation on the future of Social Computing at the Business Blog & SNS World forum in Tokyo. In March 2008, he delivered a keynote presentation on marketing strategy and trends in globalization of organizations at the CMO Summit in Tokyo. He has been cited in publications including The Economic Times (India), Forbes, and Nikkei BP. Jonathan has written articles in Japanese for Nikkei Information Strategy magazine, Web Tantosha (Web Manager) magazine, and the Persona Design Consortium Web site (Persona Square). He also presented a series of videos on the Softbank Business + IT Web site.