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Andrew   Hogan

Andrew Hogan

Analyst Serving Customer Experience Professionals

Andrew Hogan is an analyst serving Customer Experience Professionals. His research topics include digital customer experience strategy, execution, and management. He is based in San Francisco.

Previous Work Experience

Prior to joining Forrester, Andrew was associate director of digital strategy at agency R2C Group, working with beauty, CPG, SMB, and retail 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 across convenience store, consumer electronics, hospitality, and insurance clients. He also led agency research to study 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

Analyst Serving Customer Experience Professionals

Andrew Hogan is an analyst serving Customer Experience Professionals. His research topics include digital customer experience strategy, execution, and management. He is based in San Francisco.

Previous Work Experience

Prior to joining Forrester, Andrew was associate director of digital strategy at agency R2C Group, working with beauty, CPG, SMB, and retail 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 across convenience store, consumer electronics, hospitality, and insurance clients. He also led agency research to study 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: European Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 17 Mobile Banking Apps

    July 24, 2017 Alex Causey, Andrew Hogan

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are European mobile banking apps delivering good UX? To find out, we applied Forrester's digital UX review methodology to 17 banks from across Europe. This report lays out our findings with a focus on best practices for CX pros who want to give bank customers a high-quality experience.

  • For Customer Experience Professionals

    REPORT: Global Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 53 Mobile Banking Apps

    July 13, 2017Andrew Hogan, Alex Causey

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are mobile banking apps delivering good UX? To find out, we applied Forrester's digital UX review methodology to 53 banks from around the globe. This report lays out our findings with a focus on best practices for CX pros who want to give bank customers a high-quality experience.

  • For Customer Experience Professionals

    REPORT: The Six Key Steps To Instituting Good Experience Design

    Establish Your Design Practices For CX Transformation

    June 19, 2017 Kelly Price, Andrew Hogan, Jennifer Wise, Ryan Hart, Allegra Burnette

    CX transformation requires experience design competency — you need to be able to define and refine experiences based on your vision and on research-based customer understanding. To get started, go beyond guerrilla design and establish a rigorous design practice in your organization. This may sound daunting — but this report, part of the CX transformation playbook, helps: It describes what CX leaders need to put in place and how to do it. It also links to additional reports that provide more depth or direction when you're ready to progreess to the next stage: advancing your design competency.

  • For Customer Experience Professionals

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

    Innovate Your Design Practices For CX Transformation

    June 19, 2017Andrew Hogan

    Have you advanced your organization's design competency? If you have, your design practice is now consistently applying best practices and strong discipline to defining and refining experiences based on your customer experience (CX) vision and on research-based customer understanding. And that means you're ready, as a CX transformation leader, to lead your organization toward innovating in how you design to attain and sustain world-class customer centricity. This report, part of the CX transformation playbook, highlights how certain firms are doing just that. It also links to additional reports that provide more depth.

  • For Customer Experience Professionals

    REPORT: The Forrester Digital UX Review

    Assessment: The Digital Customer Experience Improvement Playbook

    May 10, 2017Andrew Hogan, Allegra Burnette, Jennifer Wise, Kelly Price

    Good user experience (UX) helps attract and retain customers, so it's important to conduct rigorous review and testing to assess UX quality. Doing this requires several techniques, including a heuristic approach in which trained experts perform key customer scenarios, such as Forrester's digital UX review. This report explains Forrester's methodology and how CX pros can best use it to improve customers' digital experiences. This is an update of a previously published report. Forrester reviews and revises it periodically for continued relevance and accuracy.

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