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: Now Tech: Voice Of The Customer (VoC) Vendors, Q4 2018

    Forrester's Overview Of 28 VoC Providers

    October 9, 2018Faith Adams

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

  • For Customer Experience Professionals

    REPORT: The Forrester Tech Tide™: Experience Design, Q3 2018

    Nineteen Technologies Underpin Experience Design

    August 23, 2018 Jennifer Wise, Gina Bhawalkar, Kelly Price, Andrew Hogan, Joana van den Brink-Quintanilha, Faith Adams, Alex Causey

    Experience design (XD) is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in XD, companies are evaluating and adopting a range of contributing technologies. This Forrester Tech Tide™ report presents an analysis of the maturity and business value of the 19 technology categories that support experience design. XD professionals should read this report to shape their firm's investment approach to these technologies.

  • For Customer Experience Professionals

    REPORT: Seven Ways To Optimize Healthcare CX

    How Healthcare CX Pros Can Deliver Exceptional Healthcare CX

    August 21, 2018Faith Adams

    When it comes to customer experience (CX) performance, healthcare organizations continue to lag. This struggle can be attributed to the industry's complex ecosystem and a lack of actionable customer understanding. Along with competing priorities and heightened customer expectations, these problems continue to inhibit firms like payers, providers, and pharmacy benefits managers from aligning around their shared customers. This report will discuss seven ways that healthcare CX pros can optimize CX despite these challenges.

  • For Customer Experience Professionals

    REPORT: The US Auto And Home Insurers Customer Experience Index, 2018

    How US Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience

    June 20, 2018 Ellen Carney, Faith Adams, August Du Pont

    How well do leading auto and home insurers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 insurers that were analyzed as part of the US CX Index. We also unveil trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The US Health Insurers Customer Experience Index, 2018

    How US Health Insurers Earn Loyalty With The Quality Of Their Experience

    June 19, 2018Faith Adams, William Willsea

    How well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were analyzed as part of the US CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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