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

  • 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: The Forrester Digital UX Review

    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 h...

  • For Customer Experience Professionals

    Report: The Six Steps For Justifying Better UX

    User experience (UX) has gone mainstream: Companies now invest millions to build design centers and hire UX teams. But many firms still expect proof of the ROI of UX research, design, testing, a...

  • 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: 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...

View all of Andrew Hogan's Research

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