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Jennifer   Wise

Jennifer Wise

Senior Analyst Serving Customer Experience Professionals

Jenny is a senior analyst serving customer experience professionals. Her research focuses on the role of emerging technologies in customer experience with a primary emphasis on user experience (UX) priorities, such as user research, interaction design, and design team skill sets. In her research, she provides strategic guidance on how to execute against these priorities across foundational company experiences, mobile, and emerging interfaces including virtual assistants, voice-controlled interfaces, artificially intelligent systems, and virtual reality.

Jenny has spoken at numerous industry events on the topics of emerging interfaces, mobile marketing, artificial intelligence, and virtual assistants, including CTIA, Mobile FirstLook 2017, Mobile Media Upfront, and SM2 Innovation Summit. Her research and analysis have been cited frequently in publications such as AdAge, MediaPost, NPR, TechCrunch, and VentureBeat, and she has been a contributor to Forbes, Direct Marketing News, The Huffington Post, and CMS Wire.

Previous Work Experience

Prior to her current role, Jenny was a senior analyst serving B2C marketing professionals. In that role, her research focused on emerging marketing tactics, with a primary emphasis on mobile marketing, mobile advertising, virtual assistants, and gamification strategies. Her research examined the consumer adoption and usage of devices and features, including the organizational maturity, strategic frameworks, and vendor partnerships and technologies required to successfully deploy mobile marketing tactics.

Before joining Forrester, Jenny served as an account manager at Neptune Web, a full-service interactive web agency and consulting firm.

Education

Jenny holds a master's degree in human factors in information design from Bentley University and a B.S. in economics from Trinity College (Hartford). She has also done postgraduate coursework in information design, interaction design, and app design at San Francisco State University.

Jennifer Wise

Senior Analyst Serving Customer Experience Professionals

Jenny is a senior analyst serving customer experience professionals. Her research focuses on the role of emerging technologies in customer experience with a primary emphasis on user experience (UX) priorities, such as user research, interaction design, and design team skill sets. In her research, she provides strategic guidance on how to execute against these priorities across foundational company experiences, mobile, and emerging interfaces including virtual assistants, voice-controlled interfaces, artificially intelligent systems, and virtual reality.

Jenny has spoken at numerous industry events on the topics of emerging interfaces, mobile marketing, artificial intelligence, and virtual assistants, including CTIA, Mobile FirstLook 2017, Mobile Media Upfront, and SM2 Innovation Summit. Her research and analysis have been cited frequently in publications such as AdAge, MediaPost, NPR, TechCrunch, and VentureBeat, and she has been a contributor to Forbes, Direct Marketing News, The Huffington Post, and CMS Wire.

Previous Work Experience

Prior to her current role, Jenny was a senior analyst serving B2C marketing professionals. In that role, her research focused on emerging marketing tactics, with a primary emphasis on mobile marketing, mobile advertising, virtual assistants, and gamification strategies. Her research examined the consumer adoption and usage of devices and features, including the organizational maturity, strategic frameworks, and vendor partnerships and technologies required to successfully deploy mobile marketing tactics.

Before joining Forrester, Jenny served as an account manager at Neptune Web, a full-service interactive web agency and consulting firm.

Education

Jenny holds a master's degree in human factors in information design from Bentley University and a B.S. in economics from Trinity College (Hartford). She has also done postgraduate coursework in information design, interaction design, and app design at San Francisco State University.

Jennifer Wise's Research

Most RecentMost Popular
  • For Security & Risk Professionals

    REPORT: Secure The Rise Of Intelligent Agents

    Securing Intelligent Agents Will Stress Application Security Basics

    September 14, 2017 Amy DeMartine, Jennifer Wise

    Early-stage intelligent agents (IAs) have arrived and are gaining traction among consumers. Leaving behind the direct, detailed commands of their virtual assistant predecessors, IAs will soon see more-advanced artificial intelligence, voice recognition, hardware, partner ecosystems, and data integrations, all to create more hyperpersonalized experiences. It won't be long before customers expect to engage with your business using these IAs, potentially exposing vast amounts of their data and yours. Security pros can use this report to secure IAs by starting with virtual assistants.

  • For Customer Experience Professionals

    REPORT: Q&A: Why Emerging Technologies Require Interaction Design

    Answers For CX Pros Who Need To Help Execs Understand IxD's Growing Importance

    August 3, 2017Jennifer Wise

    As emerging technologies make customers' interactions with products, services, and brands increasingly digital and complex, companies need CX professionals who know interaction design (IxD) more than ever. But few business executives understand IxD's growing importance. In this report, we answer the key questions about IxD in lay terms that CX pros can use to help their business colleagues understand the imperative and enable CX pros to take action.

  • For Customer Experience Professionals

    REPORT: The Six Key Steps To Instituting Good Experience Design

    Establish Your Design Practices For CX Transformation

    June 19, 2017 Kelly Price, Andrew Hogan, Jennifer Wise, Ryan Hart, Allegra Burnette

    CX transformation requires experience design competency — you need to be able to define and refine experiences based on your vision and on research-based customer understanding. To get started, go beyond guerrilla design and establish a rigorous design practice in your organization. This may sound daunting — but this report, part of the CX transformation playbook, helps: It describes what CX leaders need to put in place and how to do it. It also links to additional reports that provide more depth or direction when you're ready to progreess to the next stage: advancing your design competency.

  • For Customer Experience Professionals

    REPORT: Elevate Your Design Practice To Differentiate Experiences

    Advance Your Design Practices For CX Transformation

    June 19, 2017Jennifer Wise

    As you lead your organization's journey to customer experience (CX) transformation, you're ready to advance once you've established a solid and rigorous design competency. That means adopting best practices in how you define and refine experiences based on your vision and research-based customer understanding, and making sure you apply cadence, accountability, and coordination. This report, part of the CX transformation playbook, explains how. It also links to additional reports that provide more depth.

  • For Customer Experience Professionals

    REPORT: The Forrester Digital UX Review

    Assessment: The Digital Customer Experience Improvement Playbook

    May 10, 2017 Andrew Hogan, Allegra Burnette, Jennifer Wise, Kelly Price

    Good user experience (UX) helps attract and retain customers, so it's important to conduct rigorous review and testing to assess UX quality. Doing this requires several techniques, including a heuristic approach in which trained experts perform key customer scenarios, such as Forrester's digital UX review. This report explains Forrester's methodology and how CX pros can best use it to improve customers' digital experiences. This is an update of a previously published report. Forrester reviews and revises it periodically for continued relevance and accuracy.

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