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: Applying The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018

    How To Identify The Right CFM Vendor For Your Business

    December 3, 2018Faith Adams

    In October 2018, we published the Forrester Wave™ on customer feedback management (CFM) platforms. We used 40 criteria to evaluate nine vendors. In this report, we compile additional insights shared by CFM customers in conversations with Forrester during the evaluation process. Highlights include what drives people to select or leave a vendor and how customer experience (CX) pros should go about applying the Forrester Wave to their organization's specific needs and preferences.

  • For Customer Experience Professionals

    REPORT: The Forrester Wave™: Customer Feedback Management Platforms In Asia Pacific, Q4 2018

    The Eight Providers That Matter Most And How They Stack Up

    December 3, 2018 Amit Bhatia, Faith Adams

    In our 40-criterion evaluation of customer feedback management (CFM) providers, we identified the eight most significant ones in Asia Pacific (AP) — Confirmit, InMoment, inQuba, MaritzCX, Medallia, NICE Satmetrix, Qualtrics, and Verint — and researched, analyzed, and scored them. This report shows how each provider measures up and helps customer experience (CX) professionals in AP make the right choice.

  • For Customer Experience Professionals

    REPORT: Establish A CX Measurement Program In Seven Steps

    Beginner Level: Measurement Practices For CX Transformation

    November 29, 2018Faith Adams, Maxie Schmidt-Subramanian

    Customer experience (CX) transformation requires companies to quantify the quality of experiences and their link to the organization's overall metrics. To do this, CX leaders need to establish robust measurement practices, but for most firms, that's a tall order. This report describes how to establish an effective measurement program and use it to power a CX transformation. It also links to additional reports that provide more depth for when you're ready to evolve your measurement competency to the intermediate level. Forrester refreshes this report regularly based on new research.

  • For Customer Experience Professionals

    REPORT: Now Tech: Voice-Of-The-Customer Vendors In Asia Pacific, Q4 2018

    Forrester's Overview Of 21 Voice-Of-The-Customer Providers In Asia Pacific

    November 26, 2018 Amit Bhatia, Faith Adams

    Customer experience (CX) professionals use voice-of-the-customer (VoC) tools to collect and analyze customer feedback, improve CX, and track the results of these improvements. But to access these benefits, you'll first have to select from a diverse set of vendors that vary by size, functionality, and vertical market focus. CX pros should use Forrester's Now Tech report to understand the value they can expect from a VoC provider in Asia Pacific and select vendors based on size and functionality.

  • For CIO Professionals

    REPORT: Predictions 2019: Healthcare

    CX Measurement Frameworks, Virtual Care, And AI Come To The Fore

    November 7, 2018 Arielle Trzcinski, Faith Adams, Kjell Carlsson, Ph.D., Martha Bennett

    2019 will be marked by many changes in the healthcare industry. Threats to US healthcare reform loom in midterm elections, ongoing legislation battles, and Supreme Court appointments. Consolidation will continue across all sectors. Major disruptors, like Amazon and Walmart, will make good on their promises, delivering the personalized experiences that customers have been yearning for from healthcare organizations (HCOs). CIOs should read this report for Forrester's healthcare industry predictions as we enter 2019.

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