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: 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.

  • For Customer Experience Professionals

    REPORT: Keys To Implementing A B2B Customer Experience Program

    Lessons Learned From The B2B Track Session At CX NYC

    July 24, 2019 TJ Keitt, Judy Weader

    Customer experience (CX) professionals at B2B companies have expressed a desire to learn more about how to create or improve upon their programs. This report shares highlights from the speakers at the B2B CX track at Forrester's 2019 CX NYC Forum, with a particular focus on how companies ensure that both they and their customers get value from B2B CX.

  • For Customer Experience Professionals

    REPORT: Predictions 2019: Customer Experience

    Customer Experience Comes Under Fire

    November 5, 2018 Harley Manning, Gina Bhawalkar, Ryan Hart, TJ Keitt, Rick Parrish, Maxie Schmidt-Subramanian, Adele Sage, Judy Weader

    Customers expect their experiences to keep getting better. Trouble is, they haven't — or at least not enough to keep up with those rising expectations. This has been going on for the last three years and will begin to boil over in 2019, leading to a series of systemic shocks for CX transformation efforts and turmoil for CX professionals. What happens next? A group of Forrester's top experts on customer experience came together to answer that question. Here are their five most impactful, surprising predictions that are likely to come true in the coming year.

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