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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: Establish A CX Measurement Program In Seven Steps

    Establish Your Measurement Practices For CX Transformation

    October 19, 2017Faith 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 a measurement program and leverage it to continue to power a CX transformation. It also links to additional reports that provide more depth for when you're ready to advance your measurement competency.

  • For Customer Experience Professionals

    REPORT: The US Health Insurance Customer Experience Index, 2017

    How US Health Insurance Brands Earn Loyalty With The Quality Of Their Experience

    September 27, 2017Faith Adams, Kate McCarthy, Dylan Czarnecki

    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.

  • For Customer Experience Professionals

    REPORT: Read My Lips: Clear Communication Can Mean Billions In Revenue

    Improving Customer Communications Creates An Easy And Engaging Customer Experience — And Drives Revenue

    July 31, 2017Faith Adams, Margaret Rodriguez, Danielle Place, Michelle Yaiser, Laura Garvin Tramm

    How well your company communicates with your customers has a surprisingly large impact on your brand's overall customer experience. In turn, this outsized influence translates into a revenue impact that can be a game-changer for your bottom line. In this report, we describe how improvements in communication boost CX Index scores and increase revenue by creating a better experience for your customers. We also detail how some CX pros have successfully purged jargon from their customer communications and simplified their messaging to increase clarity and build trust.

  • For Customer Experience Professionals

    REPORT: Make (Or Break) Your CX Through Employee Onboarding

    Influence Employee Engagement To Drive Your CX Agenda

    April 28, 2017Faith Adams

    It takes engaged employees and a customer-centric culture to achieve your customer experience goals. Companies can leverage employee onboarding as a key opportunity to set the stage for sustained employee engagement and build the right culture. In this report, we demonstrate ways that CX pros can help evolve the onboarding experience — and make a connection with their new hires that leads to better experiences for their customers.

  • For Customer Experience Professionals

    REPORT: Q&A: Seven Questions CX Pros Should Ask Before Diving Into Text Analytics

    How To Make The Most Of Unstructured Customer Feedback

    March 24, 2017Faith Adams, Maxie Schmidt-Subramanian, Boris Evelson, Elizabeth Cullen

    For complete customer understanding, customer experience professionals must harness both structured and unstructured customer feedback. Text analytics helps mine unstructured data to understand what customers talk about and how they feel about those topics. While most CX pros are comfortable with analyzing structured feedback from surveys, only 27% of CX pros use text analytics. In this report, CX pros get answers to seven key questions that will give them a leg up for the often perilous journey of mining and analyzing unstructured customer feedback.

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