Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Her research focus areas include customer experience measurement and customer-centric culture.
Prior to joining the research team, Faith spent nine years working in customer and patient experience. Most recently, she was the customer experience director in the insurance division of John Hancock, where she led the implementation of a customer experience measurement system. Leveraging the voice of the customer, she helped establish a different approach to building loyalty, increasing customer lifetime value and improving the bottom line while also assisting in the development of a more customer-centric culture.
Previously, Faith also worked as a lead customer experience analyst at Highmark (an independent licensee of BCBS) and in practice operations for a multidisciplinary medical group, where her primary focus was on patient experience.
Faith holds a bachelor’s degree in political science from the University of Pittsburgh.