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, 2018

    Landscape: The Digital Customer Experience Improvement Playbook

    April 19, 2018 Andrew Hogan, Jennifer Wise, Kelly Price, Joana van den Brink-Quintanilha, Alex Causey

    In our 2017 edition of this digital CX trends report, Forrester identified how technology was advancing user interfaces by adding AI enablers and how innovation labs and employee tools that support CX had evolved. In this year's report, we examine how those trends are playing out. We highlight the split between companies working on basic but critical digital CX factors like image quality and form field validation and the CX pros at innovators raising the bar through initiatives like pairing up designers with algorithms and detecting emotions through interface interactions.

  • For Customer Experience Professionals

    REPORT: Avoid These 14 CX Misconceptions

    March 19, 2018 Rick Parrish, Kelly Price, Ryan Hart, Andrew Hogan, TJ Keitt, Faith Adams, Maxie Schmidt-Subramanian, Samuel Stern

    To provide a great customer experience (CX) reliably and efficiently, companies must master all six competencies of CX management (CXM). However, misconceptions can cause even the most experienced CX professionals to stumble along the path to CXM maturity. In this report, we detail the most common misunderstandings and explain how CX professionals can get back on track.

  • For Customer Experience Professionals

    REPORT: The Customer Journey Mapping Canvas

    A Planning Tool To Help Your Journey Mapping Efforts Succeed

    December 29, 2017Kelly Price

    Despite journey mapping's popularity, Forrester continues to hear from frustrated customer experience (CX) pros who struggle to get started or fail to build momentum after less-than-stellar first efforts. To be successful, CX pros need to consider the factors that shape the effort before, during, and after the mapping is complete. To help, Forrester has created the Customer Journey Mapping Canvas — a one-page planning tool to help CX pros execute journey mapping better. This report describes the canvas and how to use it.

  • For Customer Experience Professionals

    REPORT: The Power Of Storytelling For Experience Design

    October 10, 2017Kelly Price, Allegra Burnette

    Although brands have been creating marketing based on their company's stories for years, and customer experience (CX) pros often use narrative-based methods like journey mapping, companies are missing an opportunity to improve CX by taking a more structured approach to applying storytelling to experience design. This report introduces CX pros to techniques storytelling experts use to create compelling experiences in books and movies — and explains how to use these approaches to connect brand and experience across touchpoints to improve CX.

  • For Customer Experience Professionals

    REPORT: Persona Pitfalls: Seven Missteps And How To Avoid Them

    September 12, 2017Kelly Price

    Since their introduction nearly 20 years ago, personas have become one of the most popular tools in the customer experience (CX) pro's arsenal. But as their use has spread, so has the confusion about them. As a result, many firms are no longer reaping the numerous benefits good personas provide. This report outlines seven barriers to success with personas — and how to overcome them.

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