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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: The US Mass-Market Auto Manufacturers Customer Experience Index, 2019

    How US Mass-Market Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

    December 20, 2019 Michelle Yaiser, Rick Parrish

    How well do leading mass-market auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of the 15 mass-market auto brands that were analyzed as part of the US Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The US Luxury Auto Manufacturers Customer Experience Index, 2019

    How US Luxury Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

    December 19, 2019 Michelle Yaiser, Rick Parrish

    How well do leading luxury auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of nine luxury auto brands that were analyzed as part of the US Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The US Multichannel Retailers Customer Experience Index, 2019

    How US Multichannel Retail Brands Earn Loyalty With The Quality Of Their Experience

    September 10, 2019 Fiona Swerdlow, Michelle Yaiser

    How well do leading multichannel retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 42 multichannel retail brands that were analyzed as part of the US Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The US Digital Retailers Customer Experience Index, 2019

    How US Digital Retail Brands Earn Loyalty With The Quality Of Their Experience

    September 9, 2019 Fiona Swerdlow, Michelle Yaiser

    How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 11 digital retail brands that were analyzed as part of the US Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • 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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