Andrew   Hogan

Andrew Hogan

Senior Analyst Serving Customer Experience Professionals

Andrew Hogan is a senior analyst serving Customer Experience Professionals. He focuses on experience design — specifically user interface (UI) and user experience (UX) design for websites, apps, messaging, and digital-physical interactions. He researches the future of experience design, identifies trends and patterns, analyzes best practices, and examines which experience design services firms and agencies are best suited to help and how.

Previous Work Experience

Prior to joining Forrester, Andrew was associate director of digital strategy at agency R2C Group, working with clients on site, social, CRM, and paid acquisition efforts.

Before R2C Group, Andrew was a senior strategist at digital and innovation agency T3. There, he guided strategy on apps, social efforts, CRM programs, and site and product prototypes. He also led the agency’s research into mobile's effect on consumer expectations and its connection to customer experience.

Education

Andrew holds a BBA in marketing from Texas State University.

Andrew Hogan

Senior Analyst Serving Customer Experience Professionals

Andrew Hogan is a senior analyst serving Customer Experience Professionals. He focuses on experience design — specifically user interface (UI) and user experience (UX) design for websites, apps, messaging, and digital-physical interactions. He researches the future of experience design, identifies trends and patterns, analyzes best practices, and examines which experience design services firms and agencies are best suited to help and how.

Previous Work Experience

Prior to joining Forrester, Andrew was associate director of digital strategy at agency R2C Group, working with clients on site, social, CRM, and paid acquisition efforts.

Before R2C Group, Andrew was a senior strategist at digital and innovation agency T3. There, he guided strategy on apps, social efforts, CRM programs, and site and product prototypes. He also led the agency’s research into mobile's effect on consumer expectations and its connection to customer experience.

Education

Andrew holds a BBA in marketing from Texas State University.

Andrew Hogan's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: The Six Key Steps To Instituting Good Experience Design

    Beginner Level: Design Practices For CX Transformation

    October 30, 2018 Kelly Price, Andrew Hogan, Jennifer Wise, Ryan Hart

    Getting experience design right is essential to customer experience (CX) transformation — it means performing specific activities required for defining and refining experiences based on your vision and research-based customer understanding. This report is for CX transformation leaders whose organizations perform these activities but with insufficient rigor. It explains how to achieve the beginner level of maturity in the design competency. Forrester refreshes this report regularly based on new research.

  • For Customer Experience Professionals

    REPORT: Experiment With New Approaches At The Leading Edge Of Design

    Advanced Level: Design Practices For CX Transformation

    October 30, 2018Andrew Hogan

    Getting experience design right is essential to CX transformation — it means performing specific activities required for defining and refining experiences based on your vision and research-based customer understanding. This report is for CX transformation leaders whose organizations perform these activities with discipline and are therefore ready to innovate in how they perform them. It explains how to achieve this advanced level of maturity in the design competency. Forrester refreshes this report regularly based on new research.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Sales Wave™: Canadian Mobile Sites, Q4 2018

    Canadian Banks Need More Compelling Content And Easier Navigation To Win Prospects

    October 29, 2018 Alyson Clarke, August Du Pont, Andrew Hogan

    Chequing accounts are central to a customer's relationship with their primary bank, and an increasing number of Canadians are using their mobile phone to find research and apply for an account. To assess how helpful sites are to customers with smartphones, we evaluated the mobile sites of five large Canadian banks and one digital-only bank. This report identifies where these companies excel — and where they lag — and what digital business strategy and customer experience executives can learn from them.

  • For Customer Experience Professionals

    REPORT: Real Conversational Interfaces

    Most Chatbots And Voice Interfaces That Claim To Be Conversational Are Not

    October 2, 2018 Jennifer Wise, Andrew Hogan, Allegra Burnette

    Interfaces that let people use natural language — from chatbots based on typing and reading to voice interfaces based on speaking and listening — are wildly popular but wildly immature: They're still far from truly conversational. Companies need guidance from CX pros so that their efforts at creating conversational interfaces help customers rather than driving them away. This short report defines what they are, explains why the bar is high, and lays out the basic — but challenging — principles for making these interfaces human-like instead of robot-like.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Sales Wave™: US Mobile Sites, Q3 2018

    US Banks Need Better Content To Win Prospects

    September 26, 2018 Alyson Clarke, Andrew Hogan, August Du Pont

    Checking accounts are central to a customer's relationship with their primary bank, and an increasing number of customers are using their mobile phone to find research and apply for an account. To assess how helpful sites are to customers with smartphones, we evaluated the mobile sites of six large US banks. This report identifies where these companies excel — and where they lag — and what digital business strategy and customer experience executives can learn from them.

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