Laura Garvin Tramm

Data Scientist Serving Customer Insights Professionals

As a data scientist on the Forrester Customer Experience Index (CX Index™) team, Laura works with customer insights, marketing, and customer experience professionals to evaluate and improve their company's customer experience (CX) quality. She uses advanced data analysis and statistical modeling techniques to help clients prioritize the key drivers of CX quality that will have the most impact on customer loyalty and drive revenue growth. Laura also develops and analyzes custom surveys for clients leveraging the CX Index methodology. Her research explores the connections between CX, loyalty, and revenue. She focuses on how to transform these insights into actionable recommendations and identify the CX investments that contribute the most to delivering quality experiences to customers and driving customer loyalty and spend.

Previous Work Experience

Prior to joining Forrester, Laura worked as a doctoral researcher at the Center for Early Childhood Research at the University of Chicago, where she conducted studies about young children's understanding of others' minds. She also served as a lecturer in the University of Chicago Psychology Department. Through her research, teaching engagements, and coursework, Laura became an expert at using advanced statistical techniques to communicate meaningful insights from data.

Education

Laura earned an A.B. from Harvard University in psychology and a Ph.D. from the University of Chicago in psychology with a focus on the development of social cognition. Her doctoral thesis investigated young children's developing ability to use the statistical regularities in others' choices and decisions to make inferences about their enduring preferences.

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Laura Garvin Tramm

Data Scientist Serving Customer Insights Professionals

Previous Work Experience

Education

Research Coverage

Customer Experience Management

Laura Garvin Tramm's Research

Most RecentMost Popular

For Customer Experience Professionals

REPORT: Drive Business Growth With Great Customer Experience, 2017

The Upside Of Investing In CX For 17 Industries

October 12, 2017 Maxie Schmidt-Subramanian, Dylan Czarnecki, Laura Garvin Tramm

Many customer experience (CX) pros find it hard to show the connection between improving CX and making a business impact. That's why Forrester built models that demonstrate how CX improvements drive growth by increasing customer loyalty. This report shows the growth potential from improving CX for 17 of the industries we cover in Forrester's Customer Experience Index (CX Index™). CX pros can use this data to make the case for investing in customer experience.
For Customer Experience Professionals

REPORT: Read My Lips: Clear Communication Can Mean Billions In Revenue

Improving Customer Communications Creates An Easy And Engaging Customer Experience — And Drives Revenue

July 31, 2017 Faith Adams, Margaret Rodriguez, Danielle Place, Michelle Yaiser, Laura Garvin Tramm

How well your company communicates with your customers has a surprisingly large impact on your brand's overall customer experience. In turn, this outsized influence translates into a revenue impact that can be a game-changer for your bottom line. In this report, we describe how improvements in communication boost CX Index scores and increase revenue by creating a better experience for your customers. We also detail how some CX pros have successfully purged jargon from their customer communications and simplified their messaging to increase clarity and build trust.
For Customer Experience Professionals

REPORT: Drive Revenue With Great Customer Experience, 2017

January 18, 2017 Maxie Schmidt-Subramanian, Dylan Czarnecki, Laura Garvin Tramm

Many customer experience (CX) pros find it hard to show the connection between improving CX and growing revenue. That's why Forrester built models that demonstrate how CX improvements drive revenue growth through increased loyalty. This report shows the revenue potential from improving CX for 13 of the industries we cover in Forrester's Customer Experience Index (CX Index™). CX pros can use this data to make the case for investing in customer experience.

For Customer Experience Professionals

REPORT: Drive Revenue With Great Customer Experience, 2017

January 18, 2017 Maxie Schmidt-Subramanian, Dylan Czarnecki, Laura Garvin Tramm

Many customer experience (CX) pros find it hard to show the connection between improving CX and growing revenue. That's why Forrester built models that demonstrate how CX improvements drive revenue growth through increased loyalty. This report shows the revenue potential from improving CX for 13 of the industries we cover in Forrester's Customer Experience Index (CX Index™). CX pros can use this data to make the case for investing in customer experience.
For Customer Experience Professionals

REPORT: Read My Lips: Clear Communication Can Mean Billions In Revenue

Improving Customer Communications Creates An Easy And Engaging Customer Experience — And Drives Revenue

July 31, 2017 Faith Adams, Margaret Rodriguez, Danielle Place, Michelle Yaiser, Laura Garvin Tramm

How well your company communicates with your customers has a surprisingly large impact on your brand's overall customer experience. In turn, this outsized influence translates into a revenue impact that can be a game-changer for your bottom line. In this report, we describe how improvements in communication boost CX Index scores and increase revenue by creating a better experience for your customers. We also detail how some CX pros have successfully purged jargon from their customer communications and simplified their messaging to increase clarity and build trust.
For Customer Experience Professionals

REPORT: Drive Business Growth With Great Customer Experience, 2017

The Upside Of Investing In CX For 17 Industries

October 12, 2017 Maxie Schmidt-Subramanian, Dylan Czarnecki, Laura Garvin Tramm

Many customer experience (CX) pros find it hard to show the connection between improving CX and making a business impact. That's why Forrester built models that demonstrate how CX improvements drive growth by increasing customer loyalty. This report shows the growth potential from improving CX for 17 of the industries we cover in Forrester's Customer Experience Index (CX Index™). CX pros can use this data to make the case for investing in customer experience.