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.

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22 results in Reports

  • Jonathan Browne
  • Consumer Electronics & Technology
  • Customer Experience
  • Customer Experience Management
  • For Customer Experience Professionals

    Report:The Customer Experience Index, Germany 2014

    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...

    • Downloads: 172
  • For Customer Experience Professionals

    Report:The Customer Experience Index, UK 2014

    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...

    • Downloads: 344
  • For Customer Experience Professionals

    Report:Personas Require Regular Updates

    Ensure Personas Accurately Reflect Customers' New Behaviors And Technologies

    Personas are ideal tools to guide the design of products, channels, and messaging, but companies are concerned that they fail to keep track of evolving behaviors. Although customers' psychographics...

    • Downloads: 509
  • For Customer Experience Professionals

    Report:Best And Worst Of UK Brand Building Web Sites, 2009: Mobile Operators

    Forrester Applies Its Web Site Brand Review Methodology To The Sites Of Four Top UK Mobile Operators

    How good is the overall brand experience offered by leading mobile operators' Web sites in the UK in 2009? To find out, we graded the sites of four top UK mobile operator sites using Forrester's Web...

    • Downloads: 228
  • For Customer Experience Professionals

    Report:Best And Worst Of UK Brand Building Web Sites, 2009: Internet Service Providers

    Forrester Applies Its Web Site Brand Review Methodology To The Sites Of Four Top UK Internet Service Providers

    How good are the overall experiences offered by leading Internet service providers' Web sites in the UK in 2009? To find out, we graded the sites of four top UK ISP sites using Forrester's Web Site...

    • Downloads: 185
  • For Customer Experience Professionals

    Report:How Satisfied Are Italian Consumers With Online Customer Experiences?

    We asked more than 2,000 Italian consumers how satisfied they were when using top Web sites in Italy. Most consumers were satisfied or very satisfied with their experiences. eBay led in satisfaction...

    • Downloads: 184
  • For Customer Experience Professionals

    Report:How Satisfied Are Spanish Consumers With Online Customer Experiences?

    We asked more than 1,700 Spanish consumers how satisfied they were with their experiences on top Spanish Web sites. The majority of consumers were satisfied or very satisfied. El Corte Inglés...

    • Downloads: 238
  • For Customer Experience Professionals

    Report:How Satisfied Are Dutch Consumers With Online Customer Experiences?

    We asked more than 1,000 Dutch consumers about their satisfaction with Dutch Web sites. The majority reported that they were satisfied or very satisfied with their experiences. Bol.com had the...

    • Downloads: 210
  • For Customer Experience Professionals

    Report:How Satisfied Are Swedish Consumers With Online Customer Experiences?

    We asked more than 500 Swedish consumers how satisfied they were when using top Web sites in Sweden. The majority of consumers were satisfied or very satisfied with their experiences. Blocket...

    • Downloads: 145
  • For Customer Experience Professionals

    Report:How Satisfied Are German Consumers With Online Customer Experiences?

    We asked more than 3,300 German consumers how satisfied they were when using 13 top German Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Amazon had the...

    • Downloads: 294
  • For Customer Experience Professionals

    Report:How Satisfied Are French Consumers With Online Customer Experiences?

    We asked more than 2,500 French consumers how satisfied they were when using 15 top French Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Fnac had the...

    • Downloads: 234
  • For Customer Experience Professionals

    Report:How Satisfied Are UK Consumers With eCommerce Experiences?

    Forrester asked nearly 3,000 UK consumers how satisfied they were when using 19 top UK eCommerce Web sites across two industries: retail and travel. On average, consumers were satisfied with their...

    • Downloads: 406
  • For Customer Experience Professionals

    Report:How Japanese Consumers Use The Mobile Internet

    The mobile phone market in Japan is saturated: 96% of online consumers already own mobile phones, many of which offer Internet access and advanced capabilities. Although both men and women are avid...

    • Downloads: 630
  • For Customer Experience Professionals

    Report:Customer Experience Best Practices From 2008 Finance And Consumer Marketing Forums EMEA

    In November 2008, Forrester held concurrent forums in London for consumer marketing and financial services professionals. Leading companies and their design agencies offered insight into their best...

    • Downloads: 670
  • For Customer Experience Professionals

    Report:How Nico Nico Douga Energizes Its Community To Create Appealing Video Experiences

    Japan's second largest online video portal — Nico Nico Douga — has succeeded in engaging its target audience of young Japanese consumers. Forrester spoke with company executives and...

    • Downloads: 246
  • For Customer Experience Professionals

    Report:Japan's Social Networks Need Usability Improvements

    Forrester Evaluated Mixi, Gree, And Cafesta

    The growing popularity of Japan's social networking services (SNSes) is dependent on getting people to sign up for and use their services. To find out how easy it was to register for Japan's SNSes,...

    • Downloads: 262
  • For Customer Experience Professionals

    Report:Online Experience: A Global Comparison

    The State Of The Web In The US, Japan, And Europe

    Forrester's 2007 reviews of Web sites in Japan, Europe, and the US show a vast majority of sites in all regions to be deeply flawed. On average, US sites offer better customer experience than their...

    • Downloads: 877
  • For Customer Experience Professionals

    Report:The State Of Japanese Consumer Electronics Site Design, 2007

    The Top Three Problems With Japanese Consumer Electronics Web Sites

    As part of a study that looked at 12 major Japanese sites, Forrester recently used its Web Site Review methodology to evaluate the user experience at the Web sites of four major Japanese consumer...

    • Downloads: 100
  • For Customer Experience Professionals

    Report:Best And Worst Of Japanese Site Design, 2007

    Forrester Applies Its Web Site Review Methodology To 12 Major Japanese Firms

    Using our recently updated Web Site Review methodology, Forrester evaluated the Web site customer experience of 12 major Japanese firms — four each in the automotive, banking, and consumer...

    • Downloads: 121
  • For Customer Experience Professionals

    Report:Japanese Companies Put Mobile Phones At The Center Of Multichannel Experiences

    The mobile phone is an essential part of Japanese consumers' lives that goes beyond voice and email capabilities. Japanese companies drive traffic to phones from offline media and PC Web sites,...

    • Downloads: 402
  • For Customer Experience Professionals

    Report:How Japanese Companies Guide Their Customers To Mobile Internet Experiences

    Firms Use Embedded Device Capabilities To Improve Mobile Internet Usability

    Leading Japanese companies are changing the way users access mobile Internet content by using unique mobile device capabilities that directly connect the physical world to the mobile Internet...

    • Downloads: 369
  • For Customer Experience Professionals

    Report:RIM Faces An Uphill Battle For Mainstream Enterprise Mobility In Japan

    Entrenched Behaviors Will Relegate BlackBerry To A Niche Market

    Canada's Research In Motion (RIM) entered the nascent Japanese enterprise mobility market in September 2006, when it began to offer the BlackBerry through a single carrier partner, NTT DoCoMo....

    • Downloads: 110