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: The Top Four Takeaways From SF Design Week 2018

    September 18, 2018 Andrew Hogan, Gina Bhawalkar, Kelly Price

    The 2018 SF Design Week (in July) provided a window into what top designers are working on and thinking about through 197 presentations, panels, and other activities from Airbnb, Chase, Facebook, Google, IDEO, Kaiser Permanente, Salesforce, UCSF, and many others. This report lays out the four themes Forrester believes mattered most for customer experience (CX) pros and what they mean to companies aiming to design experiences that drive growth.

  • For Customer Experience Professionals

    REPORT: The Forrester Tech Tide™: Experience Design, Q3 2018

    Nineteen Technologies Underpin Experience Design

    August 23, 2018 Jennifer Wise, Gina Bhawalkar, Kelly Price, Andrew Hogan, Joana van den Brink-Quintanilha, Faith Adams, Alex Causey

    Experience design (XD) is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in XD, companies are evaluating and adopting a range of contributing technologies. This Forrester Tech Tide™ report presents an analysis of the maturity and business value of the 19 technology categories that support experience design. XD professionals should read this report to shape their firm's investment approach to these technologies.

  • For Customer Experience Professionals

    REPORT: Product Management's New Hunger For Customer Research Done Right

    A Gathering Of 1,600 Product Leaders Reveals Why They Need To Partner With CX Pros

    August 22, 2018Kelly Price, Andrew Hogan

    Product managers at Mind the Product SF 2018 (a leading product management conference Forrester attended in July) clearly recognized the importance of conducting customer research. But many were still learning how to avoid common research mistakes that can lead to career-ending product failures. They need help from CX pros — customer research pros in particular. This report sums up our observations and advises research pros on how to help their product colleagues take a disciplined approach that leads to real product improvement and innovation.

  • For Customer Experience Professionals

    REPORT: The Customer Journey Atlas In Six Steps

    How To Organize And Prioritize Your Journey Mapping Efforts For Success

    August 8, 2018Kelly Price

    Journey mapping is one of the most popular and powerful tools for improving customers' experiences: 88% of customer experience (CX) pros report that their firms do it. Yet many firms still struggle to achieve success as they grapple with hard questions like: What journeys matter most? And what's the right altitude for each map? Creating and maintaining a customer journey atlas helps CX pros answer these questions and more — it provides a systematic way to uncover, organize, and prioritize journeys. This report explains how to do this in six steps.

  • 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.

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