Faith   Adams

Faith Adams

Analyst Serving Customer Experience Professionals

Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Her research focus areas include customer experience measurement and customer-centric culture.

Previous Work Experience

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.

Education

Faith holds a bachelor’s degree in political science from the University of Pittsburgh.

Faith Adams

Analyst Serving Customer Experience Professionals

Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Her research focus areas include customer experience measurement and customer-centric culture.

Previous Work Experience

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.

Education

Faith holds a bachelor’s degree in political science from the University of Pittsburgh.

Faith Adams's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: Four Questions CX Pros Should Ask — But Usually Don't — When Evaluating VoC Vendors

    Questions To Help Guide Your Vendor Selection Process

    May 11, 2018Faith Adams

    CX pros use voice of the customer (VoC) platforms to listen to their customers, interpret the data, guide action, and monitor ongoing progress. But a crowded marketplace with fuzzy boundaries between different types of vendors can make the process of identifying the right partner challenging. To help, Forrester has identified four questions that CX pros should ask — but usually don't — during the VoC vendor selection process.

  • For Customer Experience Professionals

    REPORT: Avoid These 14 CX Misconceptions

    March 19, 2018 Rick Parrish, Kelly Price, Ryan Hart, Andrew Hogan, TJ Keitt, Faith Adams, Maxie Schmidt-Subramanian, Samuel Stern

    To provide a great customer experience (CX) reliably and efficiently, companies must master all six competencies of CX management (CXM). However, misconceptions can cause even the most experienced CX professionals to stumble along the path to CXM maturity. In this report, we detail the most common misunderstandings and explain how CX professionals can get back on track.

  • For Customer Experience Professionals

    REPORT: Clear Communication Is Vital For Government CX Success

    Improving How You Communicate Creates A Better Customer Experience — And Improves CX Metrics

    February 14, 2018Faith Adams, Rick Parrish

    How well federal agencies communicate with their customers has a surprisingly large impact on the overall customer experience they deliver. This outsized influence can be a game-changer for your agency. In this report, we outline how 15 government agencies perform when it comes to clear communication and explain what they leave on the table by not communicating clearly. We also detail how some CX pros from regulated industries have successfully purged jargon from their communications and simplified their messaging to increase clarity and build trust.

  • For Customer Experience Professionals

    REPORT: How To Drive Action With Your Voice Of The Customer Program

    February 2, 2018Faith Adams

    Voice of the customer (VoC) programs are still not taken seriously. This is because they struggle to drive action and prove value. To change this, VoC teams must leverage stakeholders across the entire organization in order to turn insights into action and implement customer experience (CX) improvements. This report will show CX professionals who own VoC programsbest practices for tailoring their approach to engaging stakeholders — and as a result make their VoC programs more effective. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For Customer Experience Professionals

    REPORT: How To Build Your Voice Of The Customer Program

    December 22, 2017Faith Adams

    Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. CX pros need to know how good their programs are, how they compare with others, and how to build their programs over time. This report maps out three levels of maturity for VoC programs and provides a self-assessment for companies to identify their own strengths and weaknesses. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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