Kelly   Price

Kelly Price

Analyst Serving Customer Experience Professionals

Kelly is an analyst serving customer experience (CX) professionals. Her research focuses on customer research practices, exploring how CX professionals can leverage customer understanding to drive cross-team collaboration, build customer empathy, and create innovative, emotionally resonant experiences for their customers.

Previous Work Experience

Kelly was previously a researcher on Forrester’s CX research team, where she contributed to research and advisory work on customer research, UX practices and strategies, and design. 

Prior to joining Forrester, Kelly worked as a researcher at a consumer intelligence technology company, where she focused on the role of psychographics in explaining and predicting customer motivation. Previously, she helped coordinate behavioral health and clinical neuropsychological studies at Mt. Sinai St. Luke’s and Columbia Presbyterian hospitals in New York City.

Education

Kelly earned bachelor’s degrees in music performance and music industry from the University of Southern California and an M.A. in psychology with a focus on consumer behavior from Fairleigh Dickinson University.

Kelly Price

Analyst Serving Customer Experience Professionals

Kelly is an analyst serving customer experience (CX) professionals. Her research focuses on customer research practices, exploring how CX professionals can leverage customer understanding to drive cross-team collaboration, build customer empathy, and create innovative, emotionally resonant experiences for their customers.

Previous Work Experience

Kelly was previously a researcher on Forrester’s CX research team, where she contributed to research and advisory work on customer research, UX practices and strategies, and design. 

Prior to joining Forrester, Kelly worked as a researcher at a consumer intelligence technology company, where she focused on the role of psychographics in explaining and predicting customer motivation. Previously, she helped coordinate behavioral health and clinical neuropsychological studies at Mt. Sinai St. Luke’s and Columbia Presbyterian hospitals in New York City.

Education

Kelly earned bachelor’s degrees in music performance and music industry from the University of Southern California and an M.A. in psychology with a focus on consumer behavior from Fairleigh Dickinson University.

Kelly Price's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: Digital CX Trends, 2019

    Digital CX And Human-Centered Experience Design Align — At Last

    April 22, 2019 Andrew Hogan, Gina Bhawalkar, Kelly Price, Jennifer Wise, Joana van den Brink-Quintanilha, Karine Cardona-Smits

    Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, customer experience (CX) pros and their companies can no longer take a touchpoint-by-touchpoint, feature-focused approach. Instead, they are compelled at last to adopt human-centered experience design. This report outlines nine trends illustrating this 2019 shift that companies seeking to improve their customers' experiences must know — and get ahead of.

  • For Customer Experience Professionals

    REPORT: The Hierarchy Of Moments: How To Deliver Your Brand Promise In Moments

    Watch This Video To Learn About Forrester's Hierarchy Of Moments Framework

    April 4, 2019Kelly Price

    Designing great customer experiences and building great digital experiences requires understanding the moments that matter to your customers — but achieving that understanding is easier said than done. This 20-minute video introduces Forrester's hierarchy of moments — a framework that uses customer understanding as a guide to connect brand, products and services, journeys, and individual touchpoints. Customer experience (CX) professionals can use this as a starting point to define and identify the moments that lead to differentiated CX.

  • For Customer Experience Professionals

    REPORT: How To Increase Your Firm's Appetite For Customer Understanding

    Lay The Groundwork For A Modern Research Practice

    April 1, 2019Kelly Price

    Customer experience (CX) pros know that customer understanding is crucial for creating successful experiences but often lack the buy-in they need from their colleagues to do the research required. This report outlines the steps CX pros should take, in four phases, to get support for research to help guide their firms toward more customer-centric decision making.

  • For Customer Experience Professionals

    REPORT: The Winning Way To Plan Customer Research

    Use Forrester's Customer Research Canvas To Drive The Why, What, How, And Who Of Your Research Efforts

    February 12, 2019Kelly Price, Gina Bhawalkar

    Although companies increasingly recognize that if they want to improve CX significantly, they can't skip customer research, Forrester consistently hears from CX pros who struggle to conduct the research they need. To find success, CX pros need to take a pragmatic approach that helps identify the problems they aim to solve, use that knowledge to select methods, and pull in the right stakeholders. Forrester has created the Customer Research Canvas — a one-page planning tool to help CX pros execute research better. This report describes the canvas and how to use it.

  • For Customer Experience Professionals

    REPORT: Differentiate By Developing A Research Portfolio And Collaboration System

    Intermediate Level: Research Practices For CX Transformation

    November 28, 2018Kelly Price

    Getting customer research right is essential to customer experience (CX) transformation — it means performing specific activities required for understanding your customers in depth and communicating that understanding to employees and partners. This report is for CX transformation leaders whose organizations perform these activities with rigor but insufficient discipline. It explains how to achieve the intermediate level of maturity in the research competency. Forrester refreshes this report regularly based on new research.

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