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Angelina   Gennis

Angelina Gennis

Analyst Serving Customer Experience Professionals

Angelina serves customer experience (CX) professionals, focusing on customer-centric company culture and CX transformations. She is an analyst in the CX practice at Forrester, where she shares insights, tools, and case studies to improve the success of CX initiatives. She has a background in service and product design, behavioral science, and journalism.

Previous Work Experience

Previously, Angelina was an experience strategist at Publicis Sapient, where she worked with multidisciplinary teams on a broad range of project types, including qualitative and quantitative research, new business pitches, strategy framework development, brand work, journey and persona building, service design, and road mapping. Before that, she was a researcher at the Massachusetts Institute of Technology AgeLab. Her focus included published research on empathy training as well as generational differences in relationships with professionals.

Education

Angelina has a master's in public health from Brown University and a BA in international relations from Wheaton College (Mass.).

Angelina Gennis

Analyst Serving Customer Experience Professionals

Angelina serves customer experience (CX) professionals, focusing on customer-centric company culture and CX transformations. She is an analyst in the CX practice at Forrester, where she shares insights, tools, and case studies to improve the success of CX initiatives. She has a background in service and product design, behavioral science, and journalism.

Previous Work Experience

Previously, Angelina was an experience strategist at Publicis Sapient, where she worked with multidisciplinary teams on a broad range of project types, including qualitative and quantitative research, new business pitches, strategy framework development, brand work, journey and persona building, service design, and road mapping. Before that, she was a researcher at the Massachusetts Institute of Technology AgeLab. Her focus included published research on empathy training as well as generational differences in relationships with professionals.

Education

Angelina has a master's in public health from Brown University and a BA in international relations from Wheaton College (Mass.).

Angelina Gennis's Research

Most RecentMost Popular
  • For eBusiness & Channel Strategy Professionals

    REPORT: How To Evolve Your Mobile App

    Make Smart Investment Choices Based On Your Customer's Goals And Needs

    May 22, 2020 Julie A. Ask, Andrew Hogan, Kelly Price, Angelina Gennis

    When applied to mobile apps, the definition of great is a constantly moving target because both what technologies can do and what consumers expect of experiences are evolving quickly. Use this guide to put your customers at the center of your next mobile app update.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Guide: How To Use The Moments Index

    Use Forrester's Moments Index To Make Smart DX Channel Choices

    March 9, 2020 Julie A. Ask, Angelina Gennis

    Commerce companies must take a methodical, quantified approach to understand how their customers use, and prefer to use, their services on a host of devices, platforms, and channels. That analysis is the foundation for you to perfect the mix within your digital experience (DX) portfolio. This document helps digital business professionals understand how to work with Forrester's Moments Index and their customer experience (CX) counterparts to make smart channel choices.

  • For Customer Experience Professionals

    REPORT: Forrester's Top Customer Experience Research Findings Of 2019

    February 21, 2020 Rick Parrish, Gina Bhawalkar, Angelina Gennis, Andrew Hogan, David Truog

    Forrester's customer experience (CX) research team published more than 100 reports in 2019. In this review, we pull our most important CX findings — across a range of topics — out of those reports and highlight them in one place. We also provide links to the original reports for CX professionals who want to dive more deeply into topics of interest.

  • For Customer Experience Professionals

    REPORT: CX Teams In 2019: What They Do, Where They Report, And Their Size And Budget

    February 20, 2020Angelina Gennis

    In May and June 2019, Forrester fielded a survey to customer experience (CX) professionals across the globe. We received hundreds of completed responses detailing what CX professionals are responsible for, where they report in their organizations, how many colleagues they have on their teams, and the size of their budgets. This report summarizes that survey data and includes analysis of interviews with CX pros for additional context.

  • For Customer Experience Professionals

    REPORT: Build Executive Buy-In For Your CX Transformation

    Resonate With Executives, Seek Out Champions, And Build Alignment

    January 9, 2020Angelina Gennis

    Many customer experience (CX) pros struggle to convince executive leadership to believe in and take action toward becoming a customer-obsessed organization. Competing priorities and disagreement on what customer centricity looks like lead to a lack of alignment and progress. To overcome these challenges, CX professionals must show how CX plays a role in their existing strategy and what championing CX at the executive level looks like.

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