About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Sharyn serves CIOs. She leads Forrester's research into IT leadership, with a focus on the emerging world of business technology (BT). Sharyn delivers strategic guidance, helping enterprises identify best practices and identify vendors and technologies that help drive business success. Her current research agenda includes enterprise application strategies as well as IT planning processes and technologies. She also maintains a research interest in business process management (BPM); RFID; and other emerging technologies in consumer-driven and manufacturing industries such as life sciences, healthcare, and consumer products. In addition, Sharyn was a key contributor to the development of the Forrester Wave™ methodology to help clients accurately assess key vendors in a given technology-focused market.
Before joining Forrester, Sharyn spent several years as a consultant and project manager for Clarkston Consulting, a full-service professional services firm. She was responsible for the delivery of vendor selection and implementation projects involving SAP and other ERP applications, integration technology, and enterprise portals.
Sharyn holds a B.S. in computer information systems technology from Purdue University.
After moving to a new apartment in September, I needed to get a new TV. My first instinct was to gather information from a few sources. I browsed online retailers to get an idea of prices, and I...
Forrester Applies Its Web Site User Experience Review Methodology To Four Top UK Banks
Forrester evaluated the user experience at the public-facing Web sites of the four leading UK banks by share of primary current accounts: Lloyds TSB, Barclays Bank, NatWest, and HSBC Bank. No site...
Tools And Technology: The Digital Customer Experience Improvement Playbook
Selecting the right interactive design vendor is a complex and stressful task. The splinternet — an explosion of digital touchpoints across an array of proprietary platforms — makes that...


Forrester Applies Its Evaluation Methodology To Personas Provided By Nine UK Interactive Agencies
Forrester applied its persona evaluation criteria to reference personas provided by nine interactive agencies in the UK for the recent Forrester Wave™. Most of the personas showed some room for...
It's Time To Document Best Practices For Social Media And Customer Experience
Social media already plays a role at each step of customers' complex journeys to discover, evaluate, buy, access, use, and get support for products and services. Customer experience professionals...
Design Firms Need Disciplined Approaches To Improve Online Experiences
Forrester's evaluations of Web sites and design personas created by the leading interactive agencies in North America and the UK show that agencies struggle to consistently create digital experiences...
CARS Improves Customer Experience And Supports The Bank's Growth Strategy
Forrester has predicted that the next generation of online experiences will be customized, aggregated, relevant, and social (CARS). We can already see early examples of companies that are...
Ensure Personas Accurately Reflect Customers' New Behaviors And Technologies
Personas are ideal tools to guide the design of products, channels, and messaging, but companies are concerned that they fail to keep track of evolving behaviors. Although customers' psychographics...
Journey Mapping Enables A Diverse Global Airline To Lift Quality Of Service While Growing Rapidly
Emirates is one of the world's fastest-growing airlines and positions itself as a lifestyle brand, setting high expectations for service quality in a competitive market. As Emirates expanded rapidly,...
Social Media Management Gives Control To Members And Builds The Brand
Giffgaff, a low-cost mobile virtual network operator, uses an online community for customer support, sales and marketing, as well as product development functions. To ensure a positive customer...
Five Firms Describe How Customer Journey Mapping Helps Them
Forrester clients tell us that they're eager to use customer journey maps because they see the documents as ideal tools to analyze and communicate their customers' perspectives on the interactions...

Once again, I'm going to write an overview of the European interactive design agency market to help Forrester clients identify design agencies to help them with their projects in Europe. The...
Forrester applied its Web Site User Experience Review methodology to 18 sites provided by nine interactive agencies in the UK. While agencies struggled with usability, a number of best practices...
Compelling customer experiences stem from a company's deep understanding of its target customers' goals and behaviors. This requires uncovering customer needs in a disciplined manner. This report...
Thanks for taking the time to inform us on how best to structure the request for proposal (RFP) process for website redesign projects. We are looking to understand if it's better to hire an agency to...
Forrester Applies Its Web Site User Experience Review Methodology To Four Top UK Grocers
Forrester evaluated the user experience at the Web sites of four leading UK online grocery retailers: Asda, Sainsbury's, Tesco, and Waitrose. Overall scores were above average, but no site passed our...
Introduce Personas With Clear Purposes And Embed Them In Processes
Despite ample evidence of the value that personas contribute to user experience design and related business results, some firms still struggle to use them to the greatest effect. At the root of many...
What are the top five best practices in onboarding that lead to a positive customer experience?
As mobile adoption increases, eBusiness and channel strategy professionals are challenged to determine how these devices integrate with their existing sales and service channels. It is imperative...

Look To Specialists For Niche Skills In Mobile Experience Design
Companies increasingly see the need to offer differentiating mobile experiences. However, they struggle to find the skills and support they need to deliver useful and usable mobile services that make...
Demand Collaboration Best Practices From Your Interactive Design Agencies
The pressures to roll out consistent experiences across multiple touchpoints, deliver compelling next-generation experiences in digital channels, and stay ahead of the curve of emerging technology...
I'm excited that I'll be spending time with Forrester clients next week at Forrester’s Customer Experience Forum 2012 East. On the second day of the forum (Wednesday, June...
Processes: The Customer Experience Ecosystem Playbook
To make meaningful customer experience improvements, organizations need to align their customer experience ecosystems. That requires understanding customers' deep needs, viewing interactions from the...
