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: North American Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 11 Mobile Banking Apps

    November 17, 2017Andrew Hogan, Alex Causey, Jennifer Wise

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are North American mobile banking apps delivering good UX? To find out, we applied Forrester's digital UX review methodology to 11 banks from across Canada and the US. This report lays out our findings with a focus on best practices for customer experience (CX) pros who want to give bank customers a high-quality experience.

  • For Customer Experience Professionals

    REPORT: The Best And Worst Of Customer Service Via Facebook Messenger

    A Forrester Digital UX Review

    November 15, 2017 Laura Naparstek, Andrew Hogan, Ian Jacobs

    As a CX professional, you need to know which companies are enabling customer service effectively via Facebook Messenger and how. Why? Because the practice is spreading, so your executives are bound to notice — and ask you about it. To answer this question, we adapted Forrester's digital UX review methodology to evaluate 11 notable brands' customer service offerings via Facebook Messenger. This report highlights what they're doing well, what they're doing poorly, and recommends how to do it successfully at your organization.

  • For Application Development & Delivery Professionals

    REPORT: Plan For Success In Conversational Computing

    Moving From Simple Chatbots To Valuable Conversational Apps

    October 26, 2017 Rob Koplowitz, Andrew Hogan

    Conversational computing is moving from extensive experimentation largely driven by application developers to solutions that provide real and differentiated business value. It's early days, and there are still more failures than successes, but best practices are emerging. Success hinges on deep and frequent interactions between CX pros, application developers, and business sponsors. This report outlines an approach for AD&D professionals to understand and plan for successful conversational computing applications.

  • 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.

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