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: 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.

  • For Customer Experience Professionals

    REPORT: Predictions 2019: Employee Experience

    The Spotlight Shines Bright As Executives Scramble To Improve EX

    November 5, 2018 Samuel Stern, Maxie Schmidt-Subramanian, Andrew Hewitt, Kelly Price, J. P. Gownder, Amanda LeClair

    Low unemployment and high quit rates are intensifying the already bright spotlight on employee experience (EX). But while companies, EX professionals, and executives are anxious to improve employee experience, many of their 2019 efforts will be misguided. In this report, we share five predictions for what will happen to employee experience next year.

  • For Customer Experience Professionals

    REPORT: The Six Key Steps To Instituting Good Experience Design

    Beginner Level: Design Practices For CX Transformation

    October 30, 2018Kelly Price, Andrew Hogan, Jennifer Wise, Ryan Hart

    Getting experience design right is essential to customer experience (CX) transformation — it means performing specific activities required for defining and refining experiences based on your vision and research-based customer understanding. This report is for CX transformation leaders whose organizations perform these activities but with insufficient rigor. It explains how to achieve the beginner level of maturity in the design competency. Forrester refreshes this report regularly based on new research.

  • For Customer Experience Professionals

    REPORT: Boost Research Speed, Scale, And Experimentation For Breakaway CX

    Advanced Level: Research Practices For CX Transformation

    October 30, 2018Kelly Price

    Getting customer research right is essential to 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 discipline and are therefore ready to innovate in how they perform them. It explains how to achieve this advanced level of maturity in the research competency. Forrester refreshes this report regularly based on new research.

  • For Customer Experience Professionals

    REPORT: The Six Key Steps To Instituting Good Customer Research

    Beginner Level: Research Practices For CX Transformation

    October 29, 2018Kelly Price

    Getting customer research right is essential to 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 but with insufficient rigor. It explains how to achieve the beginner level of maturity in the research competency. Forrester refreshes this report regularly based on new research.

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