Allegra Burnette

Principal Analyst serving Customer Experience PROFESSIONALS

Allegra is a principal analyst serving Customer Experience Professionals.

Previous Work Experience

Prior to joining Forrester in May 2014, Allegra was the creative director of digital media at The Museum of Modern Art, New York, where she oversaw design and production across all interpretive technology, including the museum's website, MoMA.org, as well as mobile apps and sites, kiosks, and other digital displays. Projects include two complete site redesigns, the production of hundreds of hours of video content, educational websites, an ongoing series of award-winning exhibition sites, and extending the reach of MoMA's content through social media, mobile web, and apps. Prior to working at MoMA, Allegra created and ran a media department at the renowned museum exhibition design firm Ralph Appelbaum Associates.

Allegra has spoken internationally at conferences, museums, and universities, and she has written widely on museums, design and technology, including articles for the books The Digital Museum: A Think Guide and Mobile Apps for Museums. In addition, Allegra has taught in the online graduate program at Johns Hopkins University and served as president of the board of the Museum Computer Network (MCN). Awards received include the Webbys, Communication Arts Interactive, How Interactive Design, FWA (Favorite Website Awards), and the One Club. She has been named one of 25 mobile women to watch in 2014 by Mobile Marketer and listed in "50 Influential Art Figures to Follow on Twitter" by Complex Magazine.

Education

Allegra has a bachelor's degree in art history from Dartmouth College and an MFA in museum exhibition planning and design from the University of the Arts.

Allegra Burnette's Research

  • For Customer Experience Professionals

    Report: Digital Customer Experience Trends, 2017

    In 2016's edition of this report about digital customer experience (CX) trends, Forrester identified the rise of conversational interfaces and concierge services. In this year's report, we exami...

  • For Application Development & Delivery Professionals

    Report: Integrate Design Thinking Into Agile Development

    Customers' rising expectations for software that meets their needs have disrupted traditional software development cycles. To address the quality-at-speed challenge, design and development teams...

  • For Customer Experience Professionals

    Report: Designing For Emotion

    Emotion is the key driver of customer experience (CX) quality, but few companies recognize how much it matters. And even companies that do and try to design for emotion rarely tap its full poten...

  • For Customer Experience Professionals

    Report: Improve Digital Customer Experiences

    The boundary between digital and physical keeps getting blurrier, and emerging tech like virtual reality and AI-powered chatbots is going mainstream. This is raising the bar for customer experie...

  • For Customer Experience Professionals

    Report: Case Study: IBM Builds A Design-Driven Culture At Scale

    In the push toward improved customer experience (CX), design — including its broader sense of design thinking — stands out as an essential skill. But how does a company, particularly a large glo...

  • For Customer Experience Professionals

    Report: Improve Digital Customer Experiences

    The boundary between digital and physical keeps getting blurrier, and emerging tech like virtual reality and AI-powered chatbots is going mainstream. This is raising the bar for customer experie...

  • For Customer Experience Professionals

    Report: Top Ways To Improve Digital Customer Experience

    Forrester's 2014 Customer Experience Index reveals a marked shift toward "good" and "excellent" customer experiences, but firms still struggle to identify what digital experience improvements th...

  • For Customer Experience Professionals

    Report: Digital Customer Experience Trends, 2015

    In 2014, Forrester identified the pursuit of user experience (UX) talent and a focus on mobile to drive customer experience innovation as two dominant digital customer experience (CX) trends. We...

  • For Customer Experience Professionals

    Report: Digital Customer Experience Trends, 2016

    In 2015, Forrester identified a shift in focus beyond mobile-first to a broader view of digital customer experiences that increasingly blends physical and digital interfaces. For 2016, that tren...

  • For Customer Experience Professionals

    Report: Design Methods In The Age Of The Customer

    Customer experience (CX) professionals want to grow and transform their businesses by fostering empathy for their customers, quickly adapting to challenges, and creating effective and compelling...

View all of Allegra Burnette's Research

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