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 eBusiness & Channel Strategy Professionals

    REPORT: Consumers Want Convenience, Not Conversations

    Conversational Interfaces Struggle To Deliver Contextual Convenience

    July 2, 2018 Julie A. Ask, Andrew Hogan, Ian Jacobs

    Consumers want convenience and choice — not conversational interfaces. However, fear of being left behind still impels digital business leaders to build them. And even more than half of those that haven't already deployed conversational interfaces are piloting conversations with humans and bots or planning to do so. Digital business leaders should only build conversational interfaces where they offer more convenience than existing means of interacting with customers.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Automotive Wave™: US Websites, Q2 2018

    The Playing Field Is Wide Open For Carmakers To Break Away

    June 18, 2018 Brendan Miller, Andrew Hogan

    US new auto sales surpassed 17 million vehicles in 2017 — one of the best years on record for the auto industry. Can it do better? Over 90% of US auto shoppers used manufacturers' websites to guide them in their decision process. To gauge how helpful the websites are to shoppers, we evaluated the sites of 10 top auto brands in the US. This report lays out where companies excel — and where they lag — and what digital business and customer experience (CX) professionals can learn from them so their websites help drive more growth.

  • For Customer Experience Professionals

    REPORT: Business Designers, North America, Q2 2018

    Forrester's Overview Of Nine XD Providers Offering Human-Centered Business Design Services

    June 14, 2018Andrew Hogan

    You can contract with business designers — a type of experience design provider — to apply human-centered design to: 1) align C-level executives around customer needs; 2) reshape strategies and business models; and 3) catalyze design-led organizational change. But to realize these benefits, you'll first have to select from a diverse set of providers that vary by size, capabilities, geography, and vertical market focus. CX pros should use this report to understand the value they can expect from a business designer and select one based on size and capabilities.

  • For Customer Experience Professionals

    REPORT: At A Glance: How To Select An Experience Design Provider

    Learn About Our Research Into How They're Changing And How To Hire And Work With Them

    June 14, 2018Andrew Hogan

    Design services and the companies that provide them have changed. The changes are for the better, but these experience design (XD) providers' words and processes — whether around design thinking, interface design, service design, or product design, for example — often sound alike and blend together. To help, Forrester surveyed 51 XD providers, researched the relevant trends and types of providers, and identified the key questions customer experience pros and their colleagues must answer to make a smart decision. This report is a one-page overview graphic about the in-depth reports that present our findings from this research. It also links to those reports.

  • For Customer Experience Professionals

    REPORT: Specialty Designers, North America, Q2 2018

    Forrester's Overview Of 24 XD Providers Offering Human-Centered Specialty Design Services

    June 14, 2018Andrew Hogan

    You can contract with specialty designers — a type of XD provider — to apply human-centered design to: 1) craft experiences that use emerging technologies; 2) get to production faster; and 3) work with specific vendors' products, such as CRM or commerce platforms. But to realize these benefits, you'll first have to select from a diverse set of providers that vary by size, capabilities, geography, and vertical market focus. CX pros should use this report to understand the value they can expect from a specialty designer and select one based on size and capabilities.

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