Jonathan   Browne

Jonathan Browne

Sr Consultant Serving Customer Experience Professionals

Jonathan is a senior consultant with Forrester's consulting team. He has managed projects with Forrester clients across multiple industries (including technology, energy, healthcare, and financial services) who want to transform their capabilities to manage complex customer experience ecosystems, and improve their approaches to customer understanding, customer experience measurement, and design.

Previous Work Experience

Previously, Jonathan was a senior analyst in Forrester Research's Customer Experience research practice. He led Forrester's research on customer journey mapping, personas, and interactive design agencies. In 2010, he wrote the Forrester Wave™ assessment of UK interactive agencies' web design capabilities. In 2014, he launched Forrester's Customer Experience Index in Europe. He also wrote research on best practices of companies creating ground-breaking customer experiences online, including the mobile Web and new social computing channels.

Jonathan lived in Japan for 14 years, helping to launch Forrester's Japan office in 2000. During his tenure in Japan, he was a founding member of Japan's nonprofit Persona & Customer Experience Association. He has been cited in Forbes, The Economic Times(India), Nikkei BP, and thisismoney.co.uk. He has written articles for Nikkei Information Strategy magazine, Web Tantosha (Web Manager) magazine, and others.

Education

Jonathan graduated from Cambridge University with a degree in Japanese studies.

Jonathan Browne

Sr Consultant Serving Customer Experience Professionals

Jonathan is a senior consultant with Forrester's consulting team. He has managed projects with Forrester clients across multiple industries (including technology, energy, healthcare, and financial services) who want to transform their capabilities to manage complex customer experience ecosystems, and improve their approaches to customer understanding, customer experience measurement, and design.

Previous Work Experience

Previously, Jonathan was a senior analyst in Forrester Research's Customer Experience research practice. He led Forrester's research on customer journey mapping, personas, and interactive design agencies. In 2010, he wrote the Forrester Wave™ assessment of UK interactive agencies' web design capabilities. In 2014, he launched Forrester's Customer Experience Index in Europe. He also wrote research on best practices of companies creating ground-breaking customer experiences online, including the mobile Web and new social computing channels.

Jonathan lived in Japan for 14 years, helping to launch Forrester's Japan office in 2000. During his tenure in Japan, he was a founding member of Japan's nonprofit Persona & Customer Experience Association. He has been cited in Forbes, The Economic Times(India), Nikkei BP, and thisismoney.co.uk. He has written articles for Nikkei Information Strategy magazine, Web Tantosha (Web Manager) magazine, and others.

Education

Jonathan graduated from Cambridge University with a degree in Japanese studies.

Jonathan Browne's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: Executive Q&A: Design Personas And Customer Journey Maps

    November 16, 2015Tony Costa, Leah Buley, Jonathan Browne

    Personas and customer journey maps are valuable tools that support customer experience (CX) professionals' tactical design decisions and high-level strategic goals of progressing toward experience-based differentiation. This document answers some of the common questions that Forrester hears about personas and journey maps. This is an update to a previously published report to include current research findings and data.

  • For Customer Experience Professionals

    REPORT: The Customer Experience Index, Germany 2014

    May 28, 2014 Jonathan Browne

    How good is the experience at leading German companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 25 German brands across seven industries — including airlines, banks, electronics manufacturers, insurers, retailers, TV service providers, and wireless service providers. Customer experience professionals should use this report to understand the competitive environment in Germany and set goals for optimizing their customer experience management practices as they proceed along the path to customer experience maturity.

  • For Customer Experience Professionals

    REPORT: Interactive Design Agency Overview, 2014

    May 15, 2014 Jonathan Browne

    To help clients find the right agency to assist them with interactive design projects, Forrester conducted a survey of interactive design agencies that asked about their skills, industry experience, and geographical footprint. This report, a summary of our findings, helps customer experience (CX) professionals develop a shortlist of relevant vendors and then select the right agency to support their digital customer experience improvement initiatives.

  • For Customer Experience Professionals

    REPORT: The Customer Experience Index, UK 2014

    March 21, 2014 Jonathan Browne, Harley Manning

    How good is the experience at leading UK companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 28 UK brands across seven industries — including airlines, banks, electronics manufacturers, hotels, retailers, TV service providers, and wireless service providers. Customer experience professionals should use this report to understand the competitive environment in the UK and set goals for optimizing their customer experience management practices as they proceed along the path to customer experience maturity.

  • For Customer Experience Professionals

    REPORT: How To Use Text Analytics In Your VoC Program

    February 25, 2014 Jonathan Browne

    Customer experience professionals struggle to get the most out of text analytics tools and make the case for their value. This report describes the pitfalls that customer experience teams should anticipate when introducing text analytics programs and the approaches that can help them avoid some of those problems.

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