Ron Rogowski

Principal Consultant serving Customer Experience PROFESSIONALS

Ron is a principal consultant serving Customer Experience Professionals. During his 13-year tenure as a Forrester analyst, Ron has helped companies develop and execute digital-first customer experience strategies. He has pioneered methodologies for evaluating how well companies deliver on the needs and expectations of today's multi-touchpoint customers.

Previous Work Experience

Ron came to Forrester through its acquisition of Giga Information Group. During his time at Giga, Ron was responsible for managing its user experience evaluation business. Prior to that, he worked at Kyodo News Markets in Tokyo.


Ron has a B.A. in English and Japanese from the University of Richmond.

Ron Rogowski's Research

  • For Customer Experience Professionals

    Report: The Best And Worst Of Unified Experiences, 2014

    Today's multitouchpoint customers expect unified experiences that smooth transitions across interactions. To help companies detect and codify systemic problems that affect their customers' abili...

  • For Customer Experience Professionals

    Report: Mobile Moments Transform Customer Experience

    Your customer is experiencing a mobile mind shift: the expectation that she can get what she wants in her immediate context and moments of need. As a result, mobile is central to customer experi...

  • For Application Development & Delivery Professionals

    Report: Advance To Next-Generation Personalization

    Organizations have long personalized their websites for customer segments. Now they need to go further, first by delivering the right experience to the right user at the right time and on the ri...

  • For Customer Experience Professionals

    Report: How Unified Is Your Customer Experience?

    Today's customers interact with companies across a range of media and devices, including electronic ads, digital interfaces, phones, and physical spaces. It's the sum of all of these interaction...

  • For Customer Experience Professionals

    Report: Meet The Changing Needs Of Connected Customers

    Your customers are more connected, more empowered, and more distracted than ever. To compete in this volatile world, companies need a new approach to delivering customer experiences. This report...

  • For Customer Experience Professionals

    Report: Digital Customer Experience Trends To Watch, 2013

    Digital touchpoints support an increasingly large percentage of the overall customer experience. 2012 saw the emergence of several important digital customer experience trends that will gain mom...

  • For Customer Experience Professionals

    Report: Emotional Experience Design

    As consumers increasingly look to connect with companies online, lackluster Web experiences will damage many brands. But better functional design won't solve the problem. Instead, Forrester reco...

  • For Customer Experience Professionals

    Report: Why You Need A Digital Customer Experience Strategy

    Companies say that digital touchpoints are critical to their customer experience efforts but don't have an approach for multi-touchpoint experience, don't know customers' expectations, and don't...

  • For Customer Experience Professionals

    Report: Web Site Content That Builds Brands

    Web content is the backbone of a company's online brand presence. But many firms struggle to provide useful, relevant content that allows users to accomplish their goals and supports the company...

  • For Customer Experience Professionals

    Report: 2011 Customer Experience Predictions

    In 2011, the customer experience ecosystem will expand to include a dizzying array of new devices, touchpoints, and physical interactions. The breadth of this emerging ecosystem and the number o...

View all of Ron Rogowski's Research

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