Margaret   Rodriguez

Margaret Rodriguez

Analyst Serving Customer Insights Professionals

As a data analyst on Forrester’s Customer Experience Index (CX Index™) team, Margaret focuses on sharing insights regarding the key drivers of customer experience (CX). Her research centers on using Forrester's CX Index to bring insights on customer experience quality and loyalty to life. Margaret works with Forrester clients spanning 18 industry verticals to diagnose CX performance gaps specific to their industries and their businesses. Her research deals primarily with helping clients transform CX insights into actionable recommendations, and she helps clients select the CX investments that contribute the most to topline performance and best serve their customers.

Previous Work Experience

Prior to her current role, Margaret worked as a research associate at Harvard Business School (HBS), supporting marketing faculty research, course development, and consulting projects. Margaret addressed challenges in the domains of marketing, digital transformation, healthcare, and consumer behavior by conducting and publishing research, analyzing data, and writing case studies for use at HBS and other elite institutions.

Before working at HBS, Margaret worked as a consumer market knowledge associate manager at P&G. She conducted research and insight development in support of the North America market development organization. Margaret formulated business questions, led research, and created insights that drove strategic and simple go-to-market recommendations for P&G and its clients, including Walmart, Target, HEB, Safeway, Krogers, and others.

Education

Margaret holds a B.S. in economics with a concentration in marketing with honors from the University of Pennsylvania, Wharton School.

Margaret Rodriguez

Analyst Serving Customer Insights Professionals

As a data analyst on Forrester’s Customer Experience Index (CX Index™) team, Margaret focuses on sharing insights regarding the key drivers of customer experience (CX). Her research centers on using Forrester's CX Index to bring insights on customer experience quality and loyalty to life. Margaret works with Forrester clients spanning 18 industry verticals to diagnose CX performance gaps specific to their industries and their businesses. Her research deals primarily with helping clients transform CX insights into actionable recommendations, and she helps clients select the CX investments that contribute the most to topline performance and best serve their customers.

Previous Work Experience

Prior to her current role, Margaret worked as a research associate at Harvard Business School (HBS), supporting marketing faculty research, course development, and consulting projects. Margaret addressed challenges in the domains of marketing, digital transformation, healthcare, and consumer behavior by conducting and publishing research, analyzing data, and writing case studies for use at HBS and other elite institutions.

Before working at HBS, Margaret worked as a consumer market knowledge associate manager at P&G. She conducted research and insight development in support of the North America market development organization. Margaret formulated business questions, led research, and created insights that drove strategic and simple go-to-market recommendations for P&G and its clients, including Walmart, Target, HEB, Safeway, Krogers, and others.

Education

Margaret holds a B.S. in economics with a concentration in marketing with honors from the University of Pennsylvania, Wharton School.

Margaret Rodriguez's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: The US Federal Customer Experience Index, 2018

    How US Federal Government Agencies Drive Mission Performance With The Quality Of Their Experience

    May 31, 2018 Rick Parrish, Margaret Rodriguez

    The White House requires federal agencies to provide customer experiences that are comparable to those of leading private sector organizations. In this report, we measure agencies' progress toward this goal with our annual federal Customer Experience Index (CX Index™) rankings. We also compare agencies' CX performance with the private sector's and assess how well agencies perform on key CX drivers and digital CX. We conclude with concrete advice for federal CX pros who want to improve customer experiences efficiently.

  • For Customer Experience Professionals

    REPORT: Prioritize CX Investments By Understanding Empowered Customers

    A Technographics® 360 Report

    May 29, 2018 Anjali Lai, Margaret Rodriguez, Laura Garvin Tramm

    Customers approach your brand with unique expectations and motivations that shape their perception of the quality of your CX. Forrester's Empowered Customer Segmentation measures customers' evolving expectations and identifies their core motivations to help brands predict how customers will perceive certain experiences. We applied our segmentation to Forrester's Customer Experience Index data to reveal how customer demands vary by level of empowerment and to help CX pros prioritize initiatives that resonate with their most empowered customers.

  • For Customer Experience Professionals

    REPORT: How Firms Help Employees Evoke Emotions That Deepen Customer Loyalty

    Create More Positive Emotions And Heighten Memories Of Positive Emotions

    January 10, 2018 Samuel Stern, Danielle Place, Margaret Rodriguez

    Emotions drive customers' perceptions — and human interactions are more emotionally resonant than digital interactions. That's why CX pros must help their colleagues deliver experiences that create more positive customer emotions. They can do this by sharing information about what matters to customers and training and coaching employees about what they should do to evoke positive customer emotions. To get more value out of good employee experience delivery, firms must also help customers better remember positive emotions associated with past interactions.

  • For Customer Experience Professionals

    REPORT: The US Federal Customer Experience Index, 2017

    September 6, 2017 Rick Parrish, Margaret Rodriguez

    The White House requires federal agencies to provide customer experiences that match the best of the private sector's. In this report, we measure agencies' progress toward this goal with our annual federal Customer Experience Index (CX Index™) rankings. We also compare agencies' customer experience (CX) performance with the private sector's and assess how well agencies perform on key CX drivers, including digital CX. We conclude with concrete advice for federal CX pros who want to improve customer experiences efficiently.

  • 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.

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