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 B.A. 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 B.A. in international relations from Wheaton College (Mass.).

Angelina Gennis's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: Case Study: The CX Transformation That Revitalized HP's Printer Business

    How A New CX Implementation Process Led To Successful Product Launches And Millions In Savings

    July 12, 2019Angelina Gennis

    The Hewlett-Packard split resulted in HP Inc. (HP) owning the computer and printer business during a time when the printer market was becoming increasingly commoditized with pockets of decline. A cultural change was needed to move from product- and feature-focused innovation to putting customers' unmet needs at the center of everything the company did. Through this case study, customer experience (CX) leaders can learn how key efforts allowed HP to achieve gains in both CX culture and, ultimately, its bottom line.

  • For Customer Experience Professionals

    REPORT: Case Study: The CX Transformation Success Secrets Of Crowe

    How One B2B Firm Uses Exceptional Client Experience To Fuel Business Growth

    May 22, 2019 Samuel Stern, Angelina Gennis

    Many companies try to transform their customer experience (CX), but few succeed. B2B public accounting, consulting, and technology firm Crowe has defied the odds and successfully transformed its client experience. Even better: Its great client experience has powered faster revenue growth. This report summarizes Crowe's path and shares best practices that CX pros at other firms, particularly B2B companies, should emulate.

  • For Customer Experience Professionals

    REPORT: The Number Of CX Executives Grew More Than 1,000% Over Five Years

    Both B2B And B2C Industries Saw A Rapid Expansion Of CX Leaders

    May 10, 2019Angelina Gennis

    Over five years, we've seen more than 1,000% growth in the ranks of chief customer officers, chief experience officers, and senior or executive vice presidents of customer experience. Some of these CX executives have held their jobs for more than five years or led CX transformations at multiple organizations. We conducted in-depth interviews with more than a dozen CX execs in both B2B and B2C firms to understand how they improved business results by championing the customer.

  • For Customer Experience Professionals

    REPORT: Create Employee Personas To Power EX Strategy

    May 9, 2019Angelina Gennis

    A well-designed employee experience (EX) makes employees feel more connected to the overall organization, motivating them to invest their time and talent in doing great work. EX professionals create employee personas to guide them as they design and build new employee experiences that serve diverse needs. This report describes a goal-focused, research-based approach to creating employee personas.

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