Danielle   Place

Danielle Place

Qualitative Analyst, CX Index Serving Customer Insights Professionals

As a qualitative analyst on Forrester’s Customer Experience Index (CX Index™) team, Danielle focuses on conducting qualitative analytic techniques to unearth insights regarding the key drivers of customer experience (CX). Her research centers on offering a deeper understanding of customers’ perceptions of CX quality and illuminating why best-in-class brands are delivering exceptional CX. Danielle utilizes a mix of market research online community (MROC) methodologies and social listening tools to delve into the consumer mindset related to CX. With this research, she helps clients identify actionable steps to improve CX in their organizations.

Previous Work Experience

Prior to joining Forrester, Danielle served as a consultant at C Space (formerly Communispace), where she worked with clients to translate business objectives into meaningful research and insights supporting product launches, purchase journeys, advertising campaigns, and segmentation models.

Education

Danielle holds a B.S. in business with a concentration in marketing and entrepreneurship from the University of New Hampshire.

Danielle Place

Qualitative Analyst, CX Index Serving Customer Insights Professionals

As a qualitative analyst on Forrester’s Customer Experience Index (CX Index™) team, Danielle focuses on conducting qualitative analytic techniques to unearth insights regarding the key drivers of customer experience (CX). Her research centers on offering a deeper understanding of customers’ perceptions of CX quality and illuminating why best-in-class brands are delivering exceptional CX. Danielle utilizes a mix of market research online community (MROC) methodologies and social listening tools to delve into the consumer mindset related to CX. With this research, she helps clients identify actionable steps to improve CX in their organizations.

Previous Work Experience

Prior to joining Forrester, Danielle served as a consultant at C Space (formerly Communispace), where she worked with clients to translate business objectives into meaningful research and insights supporting product launches, purchase journeys, advertising campaigns, and segmentation models.

Education

Danielle holds a B.S. in business with a concentration in marketing and entrepreneurship from the University of New Hampshire.

Danielle Place's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: How Firms Help Employees Evoke Emotions That Deepen Customer Loyalty

    Create More Positive Emotions And Heighten Memories Of Positive Emotions

    January 10, 2018 Samuel Stern, Danielle Place, Margaret Rodriguez

    Emotions drive customers' perceptions — and human interactions are more emotionally resonant than digital interactions. That's why CX pros must help their colleagues deliver experiences that create more positive customer emotions. They can do this by sharing information about what matters to customers and training and coaching employees about what they should do to evoke positive customer emotions. To get more value out of good employee experience delivery, firms must also help customers better remember positive emotions associated with past interactions.

  • For Customer Experience Professionals

    REPORT: Read My Lips: Clear Communication Can Mean Billions In Revenue

    Improving Customer Communications Creates An Easy And Engaging Customer Experience — And Drives Revenue

    July 31, 2017 Faith Adams, Margaret Rodriguez, Danielle Place, Michelle Yaiser, Laura Garvin Tramm

    How well your company communicates with your customers has a surprisingly large impact on your brand's overall customer experience. In turn, this outsized influence translates into a revenue impact that can be a game-changer for your bottom line. In this report, we describe how improvements in communication boost CX Index scores and increase revenue by creating a better experience for your customers. We also detail how some CX pros have successfully purged jargon from their customer communications and simplified their messaging to increase clarity and build trust.

View all of Danielle Place's Research

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