Forrester : Analyst : Andrew Hogan

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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.

Research Coverage

Consumer Mobility, Digital Agencies, Digital Business, Key Performance Indicators (KPIs), Metrics, Mobile Analytics, Mobile Apps, Mobile Web, Online Retail, Personalization, Responsive Design, Usability Testing

Andrew Hogan's Research

For Customer Experience Professionals
Report: European Mobile Banking Benchmark: User Experience, 2017
July 24, 2017Alex Causey, Andrew Hogan
July 24, 2017Alex 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 de...
For Customer Experience Professionals
Report: Global Mobile Banking Benchmark: User Experience, 2017
July 13, 2017Andrew Hogan, Alex Causey
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 ...
For Customer Experience Professionals
Report: Experiment With New Approaches At The Leading Edge Of Design
June 19, 2017Andrew Hogan
June 19, 2017Andrew Hogan
Have you optimized 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...
For Customer Experience Professionals
Report: The Forrester Digital UX Review
May 10, 2017Andrew Hogan, Allegra Burnette, Jennifer Wise, Kelly Price
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 h...
For eBusiness & Channel Strategy Professionals
Report: Chatbot Commerce Benchmark
April 10, 2017Julie A. Ask, Andrew Hogan
April 10, 2017Julie A. Ask, Andrew Hogan
Very few Fortune 500 companies are represented in more than 34,000 chatbots that are reportedly live on Facebook Messenger. As of December 31, 2016, only 13 of the 128 Fortune 500 firms we bench...

View all of Andrew Hogan's Research

For Customer Experience Professionals
Report: Improve Digital Customer Experiences
January 10, 2017Deanna Laufer, Allegra Burnette, Tony Costa, Andrew Hogan, Kelly Price
January 10, 2017Deanna Laufer, Allegra Burnette, Tony Costa, Andrew Hogan, Kelly Price
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
May 10, 2017Andrew Hogan, Allegra Burnette, Jennifer Wise, Kelly Price
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 h...
For Customer Experience Professionals
Report: The Six Steps For Justifying Better UX
December 28, 2016Andrew Hogan, Deanna Laufer
December 28, 2016Andrew Hogan, Deanna Laufer
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
December 14, 2015Allegra Burnette, Leah Buley, Tony Costa, Andrew Hogan, Deanna Laufer
December 14, 2015Allegra Burnette, Leah Buley, Tony Costa, Andrew Hogan, Deanna Laufer
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
February 7, 2017Allegra Burnette, Tony Costa, Andrew Hogan, Deanna Laufer, Kelly Price
February 7, 2017Allegra Burnette, Tony Costa, Andrew Hogan, Deanna Laufer, Kelly Price
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...