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