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Judy   Weader

Judy Weader

Senior Analyst Serving Customer Experience Professionals

Judy serves customer experience (CX) professionals. Her coverage areas include prioritization, the return on investment of CX, and culture.

Previous Work Experience

Prior to joining the research team, Judy served as a principal advisor for Forrester’s Customer Experience Council, supporting CX leaders through the building, management, and ongoing improvement of their programs. Before joining Forrester, Judy was with Blue Cross & Blue Shield of Rhode Island, where she built and executed a CX strategy that involved managing voice of the customer, experience optimization, market research, and CX employee education across the enterprise. Judy has had a varied career, including administering and performing risk management for a US Treasury Department/Defense Department smart card program at the Federal Reserve Bank of Boston as well as more than a decade of IT and web infrastructure management at Houghton Mifflin Company, an eBusiness incubator, and various US government institutions.

Education

Judy earned her master's degree in finance from Boston College’s Carroll School of Management. She holds a Bachelor of Arts in political science from Penn State.

Judy Weader

Senior Analyst Serving Customer Experience Professionals

Judy serves customer experience (CX) professionals. Her coverage areas include prioritization, the return on investment of CX, and culture.

Previous Work Experience

Prior to joining the research team, Judy served as a principal advisor for Forrester’s Customer Experience Council, supporting CX leaders through the building, management, and ongoing improvement of their programs. Before joining Forrester, Judy was with Blue Cross & Blue Shield of Rhode Island, where she built and executed a CX strategy that involved managing voice of the customer, experience optimization, market research, and CX employee education across the enterprise. Judy has had a varied career, including administering and performing risk management for a US Treasury Department/Defense Department smart card program at the Federal Reserve Bank of Boston as well as more than a decade of IT and web infrastructure management at Houghton Mifflin Company, an eBusiness incubator, and various US government institutions.

Education

Judy earned her master's degree in finance from Boston College’s Carroll School of Management. She holds a Bachelor of Arts in political science from Penn State.

Judy Weader's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: Why CX: Proof That Investing In Experience Improves Revenue, Cost, And Risk

    Use Data From More Than 20 Companies To Make A Measurable And Meaningful Business Case For CX

    May 5, 2020Judy Weader, Maxie Schmidt-Subramanian

    Customer experience (CX) can be a critical differentiator and transformation catalyst, but its effects are limited when those leading the CX charge can't make a measurable and meaningful case for why CX matters to their company. This report will help CX pros with data and approaches to make a winning business case for CX.

  • For Customer Experience Professionals

    REPORT: How 29 Companies Adjusted Policies To Help Customers During The COVID-19 Outbreak

    Creating New Standard Operating Practices For Business As Unusual

    April 21, 2020Judy Weader, Rick Parrish

    Crisis reveals character. Right now, businesses are showing their character as they respond to unprecedented change in near real time. As governments order whole sectors to shut down, customer experience (CX) professionals and their firms must change how they operate in order to win, serve, and retain customers facing uncertain cash flows and limited freedom of movement. Read this report to see examples of how 29 B2C and B2B firms are changing their policies and strategies to support their customers during tumultuous times.

  • For Customer Experience Professionals

    REPORT: Case Study: UK Bank Virgin Money Transformed CX And Improved Business Outcomes

    Virgin Money Used A Merger As An Opportunity To Align Its Culture On Customer Experience

    April 7, 2020Judy Weader

    Virgin Money found a way to save money, build customer centricity, and align the organization around the North Star of customer experience (CX). CX professionals should read this case study to learn why and how Virgin Money matured its CX practice.

  • For Customer Experience Professionals

    REPORT: Predictions 2020: Customer Experience

    Economics Will Drive Major CX Decisions But Not Always For The Best

    October 31, 2019 Harley Manning, Andrew Hogan, Rick Parrish, Riccardo Pasto, Judy Weader

    Improving customer experience (CX) is a superior way for companies to grow revenue and increase profits. In 2020, CX professionals who can prove the ROI of what they do face a strong job outlook, especially at the senior level. Unfortunately, many of their counterparts who can't tie experiences to dollars will find themselves in the unemployment line. As this dynamic plays out amid growing tension over economic uncertainty, the race to monetize CX will lead to triumph for some firms and disaster for others. Consider yourself warned.

  • For Customer Experience Professionals

    REPORT: A Snapshot Of B2B CX Programs

    What We Learned From Surveying Attendees Of The B2B Track At CX NYC 2019

    July 24, 2019 TJ Keitt, Judy Weader

    CX NYC 2019's B2B track offered the opportunity for B2B customer experience (CX) leaders to baseline their CX programs' core capabilities needed for success: business case development, customer success management, measurement, and insights development and communication. This brief summarizes the findings from the real-time data visualization charts completed at CX NYC 2019 and offers resources for B2B CX professionals looking to build or strengthen any of these capabilities in their own program.

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