John Dalton

VP, Research Director serving Customer Experience PROFESSIONALS

John primarily contributes to Forrester's offerings for Customer Experience Professionals who are leading enterprisewide customer experience efforts. He is a leading expert on the intersection of branding, marketing, and experience design, governance, and understanding customer needs.

Previous Work Experience

John started his tenure at Forrester in 1999 as an analyst and authored reports on speech technologies, site and software design, emerging media technologies, and content management. He left Forrester in 2004 to join Upland Productions, a boutique video agency, where he made award-winning films and documentaries. He produced, directed, and edited films for a variety of clients, including the Whitehead Institute for Biomedical Research, Microsoft Europe, MIT, SUNY's Fashion Institute of Technology, and many clients in private secondary education including Groton, Hotchkiss, Choate, and St. Paul's.

Education

John holds a Ph.D. from UCLA, where his area of concentration was medieval literature, allegory, and iconography.

Research Coverage

John Dalton's Research

  • For Enterprise Architecture Professionals

    Report: Brief: Why Enterprise Architecture And Customer Experience Teams Need Each Other

    Customer experience (CX) professionals trying to change their organization's operations to deliver sustainable CX improvements will eventually hit a wall when the size and scope of change become...

    • Downloads: 169
  • For Customer Experience Professionals

    Report: Implement Your Digital Customer Experience Strategy

    Every organization that makes customer experience a top priority needs a strategy for its digital customer interactions that will satisfy customer needs, bolster business objectives, and build t...

    • Downloads: 2486
  • For Customer Experience Professionals

    Report: Improve Your Digital Customer Experience

    Faced with an expanding ecosystem of legacy websites, mobile sites, and apps, firms need a plan that will help them align their business technology (BT) investments with their customers' most pr...

    • Downloads: 1945
  • For Customer Experience Professionals

    Report: Digital Customer Experience Trends, 2014

    In 2013, the number and variety of digital touchpoints blossomed, and a new breed of digital innovators rushed forward, blending online and offline experiences. In parallel, privacy concerns res...

    • Downloads: 1692
  • For Customer Experience Professionals

    Report: The Services Frontier For The Digital Consumer

    This report, originally written for CIOs, includes content relevant to chief customer officers. And here's why: As consumers continue to aggregate data — spanning personal and work-related...

    • Downloads: 344
  • For Customer Experience Professionals

    Report: Improve Your Digital Customer Experience

    Faced with an expanding ecosystem of legacy websites, mobile sites, and apps, firms need a plan that will help them align their business technology (BT) investments with their customers' most pr...

    • Downloads: 1945
  • For Customer Experience Professionals

    Report: Implement Your Digital Customer Experience Strategy

    Every organization that makes customer experience a top priority needs a strategy for its digital customer interactions that will satisfy customer needs, bolster business objectives, and build t...

    • Downloads: 2486
  • For Customer Experience Professionals

    Report: Digital Customer Experience Trends, 2014

    In 2013, the number and variety of digital touchpoints blossomed, and a new breed of digital innovators rushed forward, blending online and offline experiences. In parallel, privacy concerns res...

    • Downloads: 1692
  • For Customer Experience Professionals

    Report: Predictions 2014: Customer Experience

    Customer experience (CX) made big news in 2013, with firms investing big bucks in boosting their CX efforts and cringe-inducing failures making international headlines. In 2014, expect two domin...

    • Downloads: 889
  • For Customer Experience Professionals

    Report: Case Study: Rogers Communications Pilots A New Customer Experience Strategy

    In 2011, the customer experience team at Rogers Communications, Canada's largest telecommunications carrier, was beating its collective head against a wall — how could it operationalize it...

    • Downloads: 550
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