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Kelly   Price

Kelly Price

Senior Analyst Serving Customer Experience Professionals

Kelly is a senior 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 MA in psychology with a focus on consumer behavior from Fairleigh Dickinson University.

Kelly Price

Senior Analyst Serving Customer Experience Professionals

Kelly is a senior 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 MA in psychology with a focus on consumer behavior from Fairleigh Dickinson University.

Kelly Price's Research

Most RecentMost Popular
  • For eBusiness & Channel Strategy Professionals

    REPORT: How To Evolve Your Mobile App

    Make Smart Investment Choices Based On Your Customer's Goals And Needs

    May 22, 2020 Julie A. Ask, Andrew Hogan, Kelly Price, Angelina Gennis

    When applied to mobile apps, the definition of great is a constantly moving target because both what technologies can do and what consumers expect of experiences are evolving quickly. Use this guide to put your customers at the center of your next mobile app update.

  • For Customer Experience Professionals

    REPORT: Digital CX And Design Trends, 2020

    May 20, 2020 Andrew Hogan, Gina Bhawalkar, Jennifer Wise, Riccardo Pasto, Kelly Price, Joana de Quintanilha, Karine Cardona-Smits

    Eight trends in 2020 are shaping how experience design (XD) professionals and their companies should improve their customers' experiences with digital touchpoints, from apps to websites to Alexa skills. This report examines these trends and how your efforts to improve digital customer interactions must connect better with your XD process and team.

  • For Customer Experience Professionals

    REPORT: Empirical Innovation: Prioritize Evidence Over Instinct To Innovate Successfully

    A Design Revolution Series Report

    October 17, 2019 David Truog, Kelly Price, Gina Bhawalkar, Karine Cardona-Smits, Andrew Hogan, Joana de Quintanilha, Jennifer Wise

    Many companies mistakenly believe that effective design is driven by instinct, not research, or that research is a "nice to have" that's too time-consuming. But instinctive design relies on assumptions that are risky at best and misleading and profit-destroying at worst. This report for experience design (XD) professionals and their colleagues explains why in terms they can use to communicate to their executives to dispel these misunderstandings. It also provides a guide to Forrester's reports on the subject and will help you make the most of design's revolutionary potential.

  • For Customer Experience Professionals

    REPORT: Why And How To Iterate: Deliver Value And Quality To Reveal And Meet User Needs

    A Design Revolution Series Report

    October 17, 2019 David Truog, Gina Bhawalkar, Karine Cardona-Smits, Andrew Hogan, Kelly Price, Joana de Quintanilha, Jennifer Wise

    Iterating is key to designing well. And design often must mesh with Agile, in which iterating is also key. Why do design and Agile both use iteration? Because iterating produces insight into what customers need — based on how they respond. But firms often misinterpret iteration as being about shipping sooner. It's not. This report for experience design (XD) professionals and their colleagues explains why in terms they can use to communicate to their executives to dispel these misunderstandings. It will help your firm make the most of design's revolutionary potential.

  • For Customer Experience Professionals

    REPORT: Research Overview: The Design Revolution

    A Customer Experience Guide To Advancing Your Design Maturity, Overcoming Myths About Design, And Staffing For Good Design

    October 17, 2019 David Truog, Gina Bhawalkar, Karine Cardona-Smits, Andrew Hogan, Kelly Price, Joana de Quintanilha, Jennifer Wise

    This document is a short overview of the "Design Revolution" series with links to the documents it contains. The series lays out for experience design (XD) professionals and their colleagues the reasons why more and more companies are prioritizing design. It also explains how to overcome the significant misunderstandings and obstacles that threaten to undermine your design efforts so that you can help your firm make the most of design's revolutionary potential.

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Forum: CX North America

Date: June 16, 2020
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