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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12 results in Reports

  • Jonathan Browne
  • Consumer Electronics & Technology
  • Consumer Technographics
  • 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: 181
  • 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: 351
  • 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: 512
  • 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: 407
  • 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: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