Alex   Causey

Alex Causey

Researcher Serving Customer Experience Professionals

Based in Forrester’s London office, Alex is a researcher serving customer experience (CX) professionals. His research helps CX professionals deliver more effective, easier, and more emotionally engaging customer experiences. His primary focus is on user experience (UX) evaluation, customer journey mapping, and Customer Experience Index research in Europe.

Previous Work Experience

Alex was previously a senior research associate on Forrester’s eBusiness & Channel Strategy research team, where he primarily contributed to research focusing on the financial services and retail sectors. He collaborated and wrote on topics such as digital business transformation, mobile banking, digital money management, omnichannel retail, and digital disruption.

Education

Alex holds a B.A. in business economics with international study from the University of Exeter.

Alex Causey

Researcher Serving Customer Experience Professionals

Based in Forrester’s London office, Alex is a researcher serving customer experience (CX) professionals. His research helps CX professionals deliver more effective, easier, and more emotionally engaging customer experiences. His primary focus is on user experience (UX) evaluation, customer journey mapping, and Customer Experience Index research in Europe.

Previous Work Experience

Alex was previously a senior research associate on Forrester’s eBusiness & Channel Strategy research team, where he primarily contributed to research focusing on the financial services and retail sectors. He collaborated and wrote on topics such as digital business transformation, mobile banking, digital money management, omnichannel retail, and digital disruption.

Education

Alex holds a B.A. in business economics with international study from the University of Exeter.

Alex Causey's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: Digital CX Trends, 2018

    Landscape: The Digital Customer Experience Improvement Playbook

    April 19, 2018 Andrew Hogan, Jennifer Wise, Kelly Price, Joana van den Brink-Quintanilha, Alex Causey

    In our 2017 edition of this digital CX trends report, Forrester identified how technology was advancing user interfaces by adding AI enablers and how innovation labs and employee tools that support CX had evolved. In this year's report, we examine how those trends are playing out. We highlight the split between companies working on basic but critical digital CX factors like image quality and form field validation and the CX pros at innovators raising the bar through initiatives like pairing up designers with algorithms and detecting emotions through interface interactions.

  • For Customer Experience Professionals

    REPORT: The France Retail Customer Experience Index, 2017

    How French Retailers And Brands Earn Loyalty With The Quality Of Their Experience

    March 28, 2018 Michelle Beeson, Alex Causey

    How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 21 retail brands — both traditional retailers (store and digital) and digital-only retailers — that were analyzed as part of the France CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The France Banking Customer Experience Index, 2017

    How French Bank Brands Earn Loyalty With The Quality Of Their Experience

    March 22, 2018 Aurelie L'Hostis, Alex Causey

    How well do leading bank brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven banking brands that were analyzed as part of the French CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The UK Banking Customer Experience Index, 2017

    How UK Bank Brands Earn Loyalty With The Quality Of Their Experience

    March 22, 2018 Aurelie L'Hostis, Alex Causey

    How well do leading bank brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven banking brands that were analyzed as part of the UK CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: CX Europe 2017: Designing Breakaway Customer Experiences

    The Brightest Highlights From Forrester's CX Europe 2017 Forum In London

    March 12, 2018 Joana van den Brink-Quintanilha, Alex Causey

    After each of the Forum events that Forrester produces for customer experience (CX) professionals around the world, we ask attendees which sessions and themes were the most valuable. This report provides a snapshot of the brightest highlights at our CX Europe 2017 Forum in London.

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