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

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  • For Security & Risk Professionals

    REPORT: Video: Protect Your Organization From Business Email Compromise (BEC) Attacks

    Watch Our Video To Understand A Real-Life BEC Attack And How To Protect Against These Frauds And Scams

    May 8, 2019 Josh Zelonis, Andrew Hogan

    Alongside other scams, fraudsters and cybercriminals use business email compromise (BEC) attacks to convince unwitting employees to wire money, grant access to payment accounts, or share sensitive financial documents. In this video, we discuss a real-life BEC attack and what the victim company might have done differently to avert the loss.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Video: T-Mobile MONEY Checking Account Opening Review

    Watch Our Video On Opening A T-Mobile MONEY Checking Account

    May 1, 2019 Alyson Clarke, Andrew Hogan

    T-Mobile has entered retail banking in the US, launching the T-Mobile MONEY checking account. We opened an account to understand how T-Mobile helps customers through the purchase journey. This report contains a video review of T-Mobile MONEY's account opening process and discusses what digital business strategy and customer experience executives can learn from it.

  • For Customer Experience Professionals

    REPORT: Digital CX Trends, 2019

    Digital CX And Human-Centered Experience Design Align — At Last

    April 22, 2019Andrew Hogan, Gina Bhawalkar, Kelly Price, Jennifer Wise, Joana van den Brink-Quintanilha, Karine Cardona-Smits

    Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, customer experience (CX) pros and their companies can no longer take a touchpoint-by-touchpoint, feature-focused approach. Instead, they are compelled at last to adopt human-centered experience design. This report outlines nine trends illustrating this 2019 shift that companies seeking to improve their customers' experiences must know — and get ahead of.

  • For Customer Experience Professionals

    REPORT: Video: Use Customer Experience Basics To Guide Your Digital Experience Design

    Watch This Video To Learn How To Combine CX And DX Expertise To Design Effective Digital Experiences

    April 19, 2019Andrew Hogan, Julie A. Ask

    Don't leave the design and build of your digital experiences in the hands of your product managers alone. Instead, use a balanced approach that combines business strategy and human-centered design. This report contains a video based on research we've conducted to offer customer experience (CX) and digital experience (DX) professionals a road map for combining their areas of expertise to deliver digital experiences that solve real customer problems.

  • For Application Development & Delivery Professionals

    REPORT: Forrester Infographic: Customer Service Chatbots Fail Consumers Today

    January 30, 2019 Ian Jacobs, Julie A. Ask, Andrew Hogan

    Brands increasingly rely on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren't thrilled. Consumers are reluctant to trust a chatbot to resolve their service issues, and they remain skeptical that chatbots can provide a similar level of service as a human agent. Application development and delivery (AD&D) pros should use this Forrester Infographic to understand why consumers don't like chatbots for customer service and what to do about it.

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