Michelle   Yaiser

Michelle Yaiser

Principal Analyst, CX Index Serving Customer Insights Professionals

As a principal analyst on Forrester’s Customer Experience Index (CX Index™) team, Michelle works with customer experience, marketing, and customer insights professionals to use CX Index data to improve the quality of their customer experience (CX). Her research focuses on combining CX Index data with CX best practices to help clients identify and prioritize tactical CX initiatives, especially those that drive incremental revenue growth. She also focuses on how to use the CX Index with other CX metrics, such as NPS and CSAT. Michelle advises clients on how to differentiate themselves from their competitors by providing quality experiences and to sustain that differentiation by transforming their organization around the customer. She is also a Certified Customer Experience Professional.

Previous Work Experience

Before joining Forrester, Michelle was the senior user research manager within the customer experience organization at Adobe. She led projects to create personas and customer journey maps; developed a closed-loop customer feedback system; and moderated both lab and remote usability studies. She combined that customer data with website analytics data, app usage data, and CX metrics (including NPS, CSAT, and CES) to drive end-to-end customer experience strategies and app-based user experience strategies.

Education

Michelle received her B.M. in music engineering technology from Ball State University and an M.A. in sociology with an emphasis on research from Boston College.

Michelle Yaiser

Principal Analyst, CX Index Serving Customer Insights Professionals

As a principal analyst on Forrester’s Customer Experience Index (CX Index™) team, Michelle works with customer experience, marketing, and customer insights professionals to use CX Index data to improve the quality of their customer experience (CX). Her research focuses on combining CX Index data with CX best practices to help clients identify and prioritize tactical CX initiatives, especially those that drive incremental revenue growth. She also focuses on how to use the CX Index with other CX metrics, such as NPS and CSAT. Michelle advises clients on how to differentiate themselves from their competitors by providing quality experiences and to sustain that differentiation by transforming their organization around the customer. She is also a Certified Customer Experience Professional.

Previous Work Experience

Before joining Forrester, Michelle was the senior user research manager within the customer experience organization at Adobe. She led projects to create personas and customer journey maps; developed a closed-loop customer feedback system; and moderated both lab and remote usability studies. She combined that customer data with website analytics data, app usage data, and CX metrics (including NPS, CSAT, and CES) to drive end-to-end customer experience strategies and app-based user experience strategies.

Education

Michelle received her B.M. in music engineering technology from Ball State University and an M.A. in sociology with an emphasis on research from Boston College.

Michelle Yaiser's Research

Most RecentMost Popular
  • 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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