Ron   Rogowski

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.

Education

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

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.

Education

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

Ron Rogowski's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: The Best And Worst Of Unified Experiences, 2014

    February 6, 2014Ron Rogowski

    Today's multitouchpoint customers expect unified experiences that smooth transitions across interactions. To help companies detect and codify systemic problems that affect their customers' ability to accomplish their cross-touchpoint goals, Forrester created the unified customer experience review methodology. This methodology helps companies improve their digital customer experiences by benchmarking within their industry and uncovering optimization opportunities. In this report, we used this methodology to evaluate the experiences at seven major retailers.

  • For Customer Experience Professionals

    REPORT: Mobile Moments Transform Customer Experience

    Mobile Experiences In Four Steps: Identify, Design, Engineer, And Analyze

    January 24, 2014Josh Bernoff, Julie A. Ask, Ted Schadler, Ron Rogowski

    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 experience (CX). To master these moments, use the IDEA cycle: identify the mobile moments and context; design the mobile interaction; engineer your platforms, processes, and people for mobile interactions; and analyze results to monitor performance and optimize outcomes. This report explains how to apply the IDEA cycle to transform customer experiences with mobile.

  • For Application Development & Delivery Professionals

    REPORT: Advance To Next-Generation Personalization

    Support Relevant Digital Experiences In The Multichannel World With Contextual Experiences

    January 13, 2014Anjali Yakkundi, Ron Rogowski

    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 right device and next by delivering relevant, tailored experiences that meet individual user needs by combining historical, behavioral, and profile data with real-time situational feedback. We call this next step in customer experience targeting, contextualization. This report helps application development and delivery (AD&D) professionals understand what contextualization is, what its benefits are, and what tools, processes, and technologies can help deliver it.

  • For Customer Experience Professionals

    REPORT: How Unified Is Your Customer Experience?

    December 12, 2013Ron Rogowski

    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 interactions that informs customers' perceptions of a brand. In such an environment, firms cannot afford to take a touchpoint-by-touchpoint approach to evaluating the customer experience. Instead, companies need to take a journey-based approach to digital customer experience improvement. This report helps customer experience professionals plan their cross-channel assessment initiatives.

  • For Customer Experience Professionals

    REPORT: Meet The Changing Needs Of Connected Customers

    June 27, 2013Ron Rogowski

    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 details the changing nature of customer behaviors and shows how companies must adapt to survive in an experience-based economy.

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