Pete   Jacques

Pete Jacques

Principal Analyst, CX Index Serving Customer Experience Professionals

Pete is a principal analyst on Forrester’s Customer Experience Index (CX Index™) team, working with customer experience, marketing, strategy, and customer insights professionals to use CX Index data to improve the quality of their customer experience (CX) and subsequently drive incremental revenue growth. His work focuses on helping clients identify and prioritize tactical CX initiatives. He also advises clients on how to integrate the CX Index with other CX metrics, such as NPS and CSAT. His other research interests include employee engagement and consumer trust and decision making.

Previous Work Experience

Before joining Forrester, Pete was the assistant vice president of consumer insights at Lincoln Financial Group. He also held senior customer research roles at Cigna and MassMutual, building and managing voice-of-the-customer programs and applying customer experience methodologies like design thinking and customer journey mapping to solve business problems.

Education

Pete received his B.A. in psychology and his M.A. and Ph.D. in industrial/organizational psychology from the University of Connecticut.

Pete Jacques

Principal Analyst, CX Index Serving Customer Experience Professionals

Pete is a principal analyst on Forrester’s Customer Experience Index (CX Index™) team, working with customer experience, marketing, strategy, and customer insights professionals to use CX Index data to improve the quality of their customer experience (CX) and subsequently drive incremental revenue growth. His work focuses on helping clients identify and prioritize tactical CX initiatives. He also advises clients on how to integrate the CX Index with other CX metrics, such as NPS and CSAT. His other research interests include employee engagement and consumer trust and decision making.

Previous Work Experience

Before joining Forrester, Pete was the assistant vice president of consumer insights at Lincoln Financial Group. He also held senior customer research roles at Cigna and MassMutual, building and managing voice-of-the-customer programs and applying customer experience methodologies like design thinking and customer journey mapping to solve business problems.

Education

Pete received his B.A. in psychology and his M.A. and Ph.D. in industrial/organizational psychology from the University of Connecticut.