Ron Rogowski

Principal Consultant serving Customer Experience PROFESSIONALS

Ron is a principal consultant serving Customer Experience Professionals. During his 13-year tenure as a Forrester analyst, Ron has helped companies develop and execute digital-first customer experience strategies. He has pioneered methodologies for evaluating how well companies deliver on the needs and expectations of today's multi-touchpoint customers.

Previous Work Experience

Ron came to Forrester through its acquisition of Giga Information Group. During his time at Giga, Ron was responsible for managing its user experience evaluation business. Prior to that, he worked at Kyodo News Markets in Tokyo.

Education

Ron has a B.A. in English and Japanese from the University of Richmond.

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93 results in Reports

  • Ron Rogowski
  • For Customer Experience Professionals

    Report:Digital Customer Experience Trends To Watch, 2013

    Digital touchpoints support an increasingly large percentage of the overall customer experience. 2012 saw the emergence of several important digital customer experience trends that will gain momentum...

    • Downloads: 2433
  • For Customer Experience Professionals

    Report:Develop Your Digital Customer Experience Strategy

    Strategic Plan: The Digital Customer Experience Improvement Playbook

    This report is an update to "How To Develop Your Digital Customer Experience Strategy" originally published on July 13, 2011. Companies need a digital customer experience strategy to ensure that they...

    • Downloads: 2338
  • For Customer Experience Professionals

    Report:Emotional Experience Design

    Creating Online Experiences That Deeply Engage Customers

    As consumers increasingly look to connect with companies online, lackluster Web experiences will damage many brands. But better functional design won't solve the problem. Instead, Forrester...

    • Downloads: 2249
  • For Customer Experience Professionals

    Report:Why You Need A Digital Customer Experience Strategy

    It's Time To Back Up The Claim That Digital Customer Experience Is Important

    Companies say that digital touchpoints are critical to their customer experience efforts but don't have an approach for multi-touchpoint experience, don't know customers' expectations, and don't know...

    • Downloads: 1938
  • For Customer Experience Professionals

    Report:Implement Your Digital Customer Experience Strategy

    Road Map: The Digital Customer Experience Improvement Playbook

    This report is an update to "How To Build An Implementation Road Map For Your Digital Customer Experience Strategy" originally published on August 11, 2011. In a world of proliferating digital...

    • Downloads: 2148
  • For Customer Experience Professionals

    Report:Web Site Content That Builds Brands

    Web content is the backbone of a company's online brand presence. But many firms struggle to provide useful, relevant content that allows users to accomplish their goals and supports the company's...

    • Downloads: 1529
  • For Customer Experience Professionals

    Report:Improve Your Digital Customer Experience

    Executive Overview: The Digital Customer Experience Improvement Playbook

    Today's multichannel customers demand better experiences than they get from firms that design underperforming one-off touchpoints. Faced with an expanding ecosystem of legacy websites, mobile sites,...

    • Downloads: 1455
  • For Customer Experience Professionals

    Report:2011 Customer Experience Predictions

    What Customer Experience Professionals Need To Know About The Year Ahead

    In 2011, the customer experience ecosystem will expand to include a dizzying array of new devices, touchpoints, and physical interactions. The breadth of this emerging ecosystem and the number of...

    • Downloads: 1862
  • For Customer Experience Professionals

    Report:2013 Customer Experience Predictions

    What Customer Experience Professionals Need To Know About The Year Ahead

    Over the past two years, consumer technology adoption and market forces have catapulted the field of customer experience into strategic stature. But it will be years before customer experience is...

    • Downloads: 1609
  • For Customer Experience Professionals

    Report:Best And Worst Of Brand Building Web Sites, 2008

    Forrester Applies Its Updated Web Site Brand Review Methodology To The Sites Of 20 Top Brands

    How good is the overall experience offered by leading brands' Web sites in 2008? To find out, we graded the sites of 20 top brands using Forrester's updated Web Site Brand Review methodology. Our...

    • Downloads: 1199
  • For Customer Experience Professionals

    Report:The Unified Customer Experience Imperative

    Delivering Experience Excellence Across A Fractured Network Of Digital Touchpoints

    Today's digital landscape is distributed across an array of touchpoints and devices. With customers able to interact through multiple channels at any given moment, firms need to ensure that they...

    • Downloads: 1674
  • For Customer Experience Professionals

    Report:Rich Internet Applications That Build Brands

    Compared with HTML, rich Internet applications (RIAs) offer greater interactivity, improved user experiences, and better differentiation. But most firms miss out on the brand-building potential of...

    • Downloads: 1242
  • For Customer Experience Professionals

    Report:Web Site Copy That Builds Brands

    Few companies achieve the proper balance of clarity and color when it comes to the language used in their online content. But some firms have done an exceptional job at describing their products and...

    • Downloads: 1008
  • For Customer Experience Professionals

    Report:Best And Worst Of Brand-Building Web Sites, 2007

    Forrester Applies Its Web Site Brand Review Methodology To The Sites Of 20 Top Brands

    How good is the overall experience offered by top brands' Web sites today? To find out, we graded the sites of 20 of the world's top brands on how well they cater to user needs (Brand Action) and how...

    • Downloads: 973
  • For Application Development & Delivery Professionals

    Report:Advance To Next-Generation Personalization

    Support Relevant Digital Experiences In The Multichannel World With Contextual Experiences

    Organizations have long personalized their websites for customer segments. Now they need to go further, first by delivering the right experience to the right user at the right time and on the right...

    • Downloads: 1207
  • For Customer Experience Professionals

    Report:The Best Of Web Site Brand Experiences 2010

    Best Practices From 14 Web Site Brand Reviews Across Three Industries

    In 2010, Forrester reviewed the Web site brand experience of sites in industries as diverse as automotive, hotels, and skin care. An analysis of the results across industries surfaced common...

    • Downloads: 1096
  • For Customer Experience Professionals

    Report:Scenario Design Unifies The Splinternet Customer Experience

    Companies have historically failed to meet the needs of their customers in individual channels. As customers increasingly engage with multiple channels in pursuit of a single goal, companies need to...

    • Downloads: 1082
  • For Customer Experience Professionals

    Report:Tablet Apps And The Future Of Digital Customer Experience

    Tablet applications offer a new way for customers to interact with brands, providing sustained engagement and bridging the capability-mobility gap between websites and smartphone applications. In the...

    • Downloads: 1207
  • For Customer Experience Professionals

    Report:Best And Worst Of Financial Services Brand Building Web Sites, 2009

    Forrester Applies Its Web Site Brand Review Methodology To The Sites Of 16 Top Financial Services Brands

    How good is the overall experience offered by leading financial services brands' Web sites in 2009? To find out, Forrester graded the sites of 16 top financial services brands using Forrester's Web...

    • Downloads: 945
  • For Customer Experience Professionals

    Report:Web Site Imagery That Builds Brands

    Brand-building Web site imagery helps target users accomplish their goals while reinforcing key brand attributes. While many firms struggle to incorporate brand-building imagery on their sites, we...

    • Downloads: 930
  • For Customer Experience Professionals

    Report:Forrester's Customer Experience Maturity Framework For Digital

    Assessment: The Digital Customer Experience Improvement Playbook

    This report is an update to "Executive Q&A: What Forrester's Customer Experience Maturity Framework Means For Digital" originally published on December 6, 2011. To help customer experience...

    • Downloads: 831
  • For Customer Experience Professionals

    Report:Mobile Moments Transform Customer Experience

    Mobile Experiences In Four Steps: Identify, Design, Engineer, And Analyze

    Your customer is experiencing a mobile mind shift: the expectation that she can get what she wants in her immediate context and moments of need. As a result, mobile is central to customer experience...

    • Downloads: 962
  • For Customer Experience Professionals

    Report:Web Site Layouts That Build Brands

    Web site layouts help companies build brands by focusing attention on the content and function users need most and creating visual continuity across channels. While many firms struggle to craft brand...

    • Downloads: 936
  • For Customer Experience Professionals

    Report:Best And Worst Of Brand Building Web Sites, 2007: Luxury Accessories

    Forrester Applies Its Web Site Brand Review Methodology To The Sites Of Five Top Luxury Accessory Brands

    The luxury accessories industry features some of the most recognized brand names in the world, like Chanel, Gucci, Louis Vuitton, Rolex, and Tiffany & Co. But how good is the brand experience offered...

    • Downloads: 750
  • For Customer Experience Professionals

    Report:Web Site Brand Image Best Practices From Interactive Agencies

    As part of a recent evaluation of interactive marketing agencies' Web design capabilities, Forrester applied its Brand Image Review methodology to 36 reference sites provided by 18 agencies. Overall,...

    • Downloads: 906