Jennifer   Wise

Jennifer Wise

Principal Analyst Serving Customer Experience Professionals

Jenny is a principal 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

Principal Analyst Serving Customer Experience Professionals

Jenny is a principal 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 Customer Experience Professionals

    REPORT: Digital CX Trends, 2019

    Digital CX And Human-Centered Experience Design Align — At Last

    April 22, 2019 Andrew Hogan, Gina Bhawalkar, Kelly Price, Jennifer Wise, Joana van den Brink-Quintanilha, Karine Cardona-Smits

    Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, customer experience (CX) pros and their companies can no longer take a touchpoint-by-touchpoint, feature-focused approach. Instead, they are compelled at last to adopt human-centered experience design. This report outlines nine trends illustrating this 2019 shift that companies seeking to improve their customers' experiences must know — and get ahead of.

  • For Customer Experience Professionals

    REPORT: The Extended Reality Opportunity Today: Your Employees

    Consumers Aren't Ready For Augmented, Virtual, Or Mixed Reality Yet — But Your Workforce Is

    April 4, 2019Jennifer Wise, Samuel Stern

    The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But the legions playing AR-enabled Pokémon Go that seemed to herald the zombie apocalypse have dwindled; XR's adoption among consumers remains low, and its use cases are narrow. In the workplace, however, it's a different story. This reports explains how customer experience (CX) pros can use XR now to: 1) better enable employees to deliver good CX; 2) improve employee and B2B customer experiences; and 3) prepare to deploy XR to consumers in the future.

  • For Customer Experience Professionals

    REPORT: At A Glance: Master Digital Voice Experiences

    A Digital Voice Experience Series Report

    March 27, 2019Jennifer Wise

    Digital voice interfaces are hot: New voice-activated devices are hitting the market, customers are buying them, and brands are rushing to create voice experiences for customers to use. Yet many of these voice experiences fail to meet customer expectations. This report is a one-page overview graphic for customer experience (CX) professionals that highlights the key themes, frameworks, and new approaches companies should take to master digital voice experience design. It also includes links to our more in-depth research reports in this series.

  • For Customer Experience Professionals

    REPORT: The Digital Voice Experience Knowledge Gap

    A Digital Voice Experience Series Report

    March 27, 2019Jennifer Wise

    Digital voice experiences are proliferating — but also disappointing customers. That's because it's no easy task to create a voice-based experience — people already have strong expectations for how natural language interactions should work, and companies must rely on a new suite of unfamiliar technologies to deliver. This report outlines the key questions that customer experience (CX) pros and their companies need to ask to learn the required combination of human understanding and the right technology to drive the experience.

  • For Customer Experience Professionals

    REPORT: Digital Voice Experiences

    A Digital Voice Experience Series Report

    March 27, 2019Jennifer Wise

    Voice-based digital experiences are all the rage, with consumers using remotes, cars, speakers, and even microwaves that listen and/or talk. Companies wanting to leverage this new touchpoint are piloting voice interactions with the hope of launching the next killer Alexa skill, for example. But beware: Most voice experiences today fall short of customer expectations. This report examines each of these factors and explains how customer experience professionals must deepen their knowledge and adapt their processes to deliver winning voice interactions.

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