Skip to main content
Faith   Adams

Faith Adams

Senior 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

Senior 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: CX Professionals Must Collaborate With Customer Service Leaders

    Why Collaboration Is Critical To Achieve A State-Of-The-Art VoC Program And CX Success

    May 8, 2020Faith Adams

    The difference between customer experience and customer service is confusing to many firms. This leads to a lack of clarity over the true ownership of CX and blurred lines between CX professionals and customer service leaders. This can even result in the belief that customer service is CX. However, there are clear differences between customer service and CX. Understanding and embracing the distinctions between the two — and why CX professionals and customer service leaders must collaborate with one another — is essential for customer-centric businesses.

  • For Customer Experience Professionals

    REPORT: The Forrester Wave™: Customer Feedback Management Platforms, Q1 2020

    The 10 Providers That Matter Most And How They Stack Up

    February 11, 2020Faith Adams

    In our 40-criterion evaluation of customer feedback management (CFM) providers, we identified the 10 most significant ones — Clarabridge, Concentrix, Confirmit, InMoment, MaritzCX, Medallia, NICE, SMG, Qualtrics, and Verint — and researched, analyzed, and scored them. This report shows how each provider measures up and helps customer experience (CX) professionals select the right one for their needs.

  • For Customer Experience Professionals

    REPORT: Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2020

    Forrester's Overview Of 36 VoC Providers

    February 3, 2020Faith Adams

    You can use voice-of-the-customer (VoC) tools to collect and analyze customer feedback, socialize feedback, inform customer experience (CX) improvements, and track the results of these improvements on an ongoing basis. To realize these benefits, CX pros first have to select from a diverse set of vendors that vary by size, functionality, geography, vertical market focus, and expertise. CX professionals should use this report to understand the value they can expect from a VoC provider and to help select one based on size and functionality.

  • For Customer Experience Professionals

    REPORT: Humanize Feedback To Drive VoC Engagement And Action

    How Embracing Other Forms Of Feedback Solves Challenges And Innovates Your VoC Program

    December 3, 2019Faith Adams

    Companies continue to invest in VoC technologies but don't make the most of these investments by adopting capabilities that improve and innovate their VoC programs. These programs struggle with challenges like driving engagement and action. Humanizing feedback capabilities that exist in many VoC technologies today brings the real voice of the customer front and center. This report describes how CX pros can humanize feedback by incorporating speech, images, and video and can generate empathy among stakeholders to drive engagement and action.

  • For Customer Experience Professionals

    REPORT: How To Build Your Voice-Of-The-Customer Program

    December 3, 2019Faith 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 path for companies to identify their own strengths and weaknesses and what to do next. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

View all of Faith Adams's Research

Clients Who Work With Faith Adams Also Work With:

View all related analysts

Connect

Brief Our Analysts

Upcoming Events

Forum: CX North America

Date: June 16, 2020
Register
View all upcoming events