Michael   Barnes

Michael Barnes

VP, Research Director Serving eBusiness & Channel Strategy Professionals

In his role as research director, Michael leads a team of Forrester analysts in Asia Pacific focused on helping business and technology professionals embrace digital transformation to deliver increased business value. Michael’s coverage focuses on how firms can embrace innovation and adopt organizational structures, processes, and technology to improve customer experience and drive operational excellence.

Michael's views on technology trends and digital disruption in Asia Pacific are commonly cited in prominent publications and broadcast media, and he is a highly sought-after speaker at industry events throughout the world.

Previous Work Experience

Michael has over 20 years of research and consulting experience and joined Forrester through its acquisition of Springboard Research. Prior to Springboard, he led software infrastructure and application integration research in Asia Pacific for Gartner, advising large organizations on strategies for sourcing, implementing, and managing enterprise applications and software technologies. He previously conducted software research and implementation at Meta Group, Hurwitz Group, and Prudential Insurance.

Education

Michael holds a master's degree in economics from Northeastern University.

Michael Barnes

VP, Research Director Serving eBusiness & Channel Strategy Professionals

In his role as research director, Michael leads a team of Forrester analysts in Asia Pacific focused on helping business and technology professionals embrace digital transformation to deliver increased business value. Michael’s coverage focuses on how firms can embrace innovation and adopt organizational structures, processes, and technology to improve customer experience and drive operational excellence.

Michael's views on technology trends and digital disruption in Asia Pacific are commonly cited in prominent publications and broadcast media, and he is a highly sought-after speaker at industry events throughout the world.

Previous Work Experience

Michael has over 20 years of research and consulting experience and joined Forrester through its acquisition of Springboard Research. Prior to Springboard, he led software infrastructure and application integration research in Asia Pacific for Gartner, advising large organizations on strategies for sourcing, implementing, and managing enterprise applications and software technologies. He previously conducted software research and implementation at Meta Group, Hurwitz Group, and Prudential Insurance.

Education

Michael holds a master's degree in economics from Northeastern University.

Michael Barnes's Research

Most RecentMost Popular
  • For eBusiness & Channel Strategy Professionals

    REPORT: Case Study: How Digital And CX Teams Collaborate To Deliver On Brand Promise

    Aon Adapts To A Changing Market Landscape And Increased Customer Expectations

    January 17, 2019Michael Barnes

    Financial services firms, including those in wealth management and retirement planning, are struggling to thrive in a disrupted market. They're challenged to reinvent often mature brands, deliver a world-class digital experience, and ensure ongoing trust in an industry facing increased scrutiny. This Aon case study provides insight and guidance for digital business strategy professionals seeking to transform their firm's customer experience (CX).

  • For Customer Experience Professionals

    REPORT: Case Study: How CX And Digital Teams Collaborate To Deliver On Brand Promise

    Aon Adapts To A Changing Market Landscape And Increased Customer Expectations

    January 11, 2019Michael Barnes

    Financial services firms, including those in wealth management and retirement planning, are struggling to thrive in a disrupted market. They're challenged to reinvent often mature brands, deliver a world-class digital experience, and ensure ongoing trust in an industry facing increased scrutiny. This Aon case study provides insight and guidance for customer experience (CX) professionals seeking to transform their firm's CX.

  • For Application Development & Delivery Professionals

    REPORT: The Forrester Wave™: Digital Experience Agencies In Asia Pacific, Q4 2018

    The Top 13 Agencies Deliver Deep But Diverse Capabilities

    November 28, 2018Michael Barnes, Frederic Giron

    In our 23-criterion evaluation of digital experience (DX) agencies in Asia Pacific, we identified the 13 most significant ones — Accenture, Deloitte, Digitas, EPAM, EY, IBM iX, Isobar, Ogilvy, PwC, SapientRazorfish, Tata Consultancy Services (TCS), ThoughtWorks, and VML — and researched, analyzed, and scored them. This report shows how each provider measures up and helps digital business strategy professionals and the application development and delivery (AD&D) teams supporting them make the right choice.

  • For Application Development & Delivery Professionals

    REPORT: Now Tech: Digital Experience Agencies In Asia Pacific, Q3 2018

    Forrester's Overview Of 31 Digital Experience Agencies In Asia Pacific

    July 25, 2018 Frederic Giron, Michael Barnes

    You can use digital experience (DX) agencies to design, build, and manage digital customer experiences (CX). But to access these benefits, you'll first have to select from a diverse set of vendors that vary by size, functionality, geography, and industry focus. Application development and delivery (AD&D) professionals should use Forrester's Now Tech report to understand the value they can expect from a DX agency and select a provider based on heritage, focus, capabilities, and culture.

  • For Customer Experience Professionals

    REPORT: Accelerate Digital Transformation By Improving Employee Engagement

    July 24, 2018Michael Barnes, Diane Deng

    To ensure the success of your firm's digital transformation initiatives, don't overlook a key success factor: engaged employees. Firms everywhere are rushing to improve the customer experience (CX) as part of broader digital initiatives, but many underestimate the importance of the employee experience (EX) in general and employee engagement in particular. Consciously or not, checked-out employees will resist change. This report guides CX pros on how to better support their firms' digital transformation initiatives and preempt disengagement by improving EX.

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