Roxana   Strohmenger

Roxana Strohmenger

VP, CX Index Serving Customer Insights Professionals

In her role, Roxana leads Forrester’s Customer Experience Index (CX Index™) product and team, the most complete and powerful CX tool in the market today. Roxana co-created the CX Index, which gives you a deep and actionable understanding of the quality of your customer experience, competitive benchmark data so you know how you stack up against your peers, and the ability to model which improvements will have the biggest impact on revenue.

As an accomplished public speaker, Roxana frequently presents at events in the market research and CX space. She has been quoted in media outlets like AdAge, CRM Magazine, and UK’s Research.

Previous Work Experience

Since she started at Forrester in 2006, Roxana has specialized in advising her research colleagues and clients on data collection methodologies and on using advanced analytic tools on Forrester’s various data products as well as on custom research projects. Prior to her current role, she led the data innovation team, which tested and sought to understand which data sources, research methodologies, and frameworks are appropriate to help clients gain an intricate, 360-degree view of the consumer. In addition, she was an analyst focusing on technology's impact on the market research industry, emerging and innovative research methodologies like social and mobile market research and neuroscience, and Latin American consumer behavior and technology adoption. Prior to her analyst days, she was a senior survey manager and previously a data advisor. In both of those roles, she used her expertise to deliver value to clients of all industries, from consumer electronics to advertising and media companies, through customized analysis and application of Forrester’s Consumer Technographics® data.

Education

Roxana received her B.S. in psychology from The Florida State University and an M.A. in psychology from The College of William and Mary.

Roxana Strohmenger

VP, CX Index Serving Customer Insights Professionals

In her role, Roxana leads Forrester’s Customer Experience Index (CX Index™) product and team, the most complete and powerful CX tool in the market today. Roxana co-created the CX Index, which gives you a deep and actionable understanding of the quality of your customer experience, competitive benchmark data so you know how you stack up against your peers, and the ability to model which improvements will have the biggest impact on revenue.

As an accomplished public speaker, Roxana frequently presents at events in the market research and CX space. She has been quoted in media outlets like AdAge, CRM Magazine, and UK’s Research.

Previous Work Experience

Since she started at Forrester in 2006, Roxana has specialized in advising her research colleagues and clients on data collection methodologies and on using advanced analytic tools on Forrester’s various data products as well as on custom research projects. Prior to her current role, she led the data innovation team, which tested and sought to understand which data sources, research methodologies, and frameworks are appropriate to help clients gain an intricate, 360-degree view of the consumer. In addition, she was an analyst focusing on technology's impact on the market research industry, emerging and innovative research methodologies like social and mobile market research and neuroscience, and Latin American consumer behavior and technology adoption. Prior to her analyst days, she was a senior survey manager and previously a data advisor. In both of those roles, she used her expertise to deliver value to clients of all industries, from consumer electronics to advertising and media companies, through customized analysis and application of Forrester’s Consumer Technographics® data.

Education

Roxana received her B.S. in psychology from The Florida State University and an M.A. in psychology from The College of William and Mary.

Roxana Strohmenger's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: Answers To Common Questions About Forrester's Customer Experience Index

    Frequently Asked Questions About The CX Index Methodology, Business Impact Simulator, And Benchmark Study

    April 19, 2018 Rick Parrish, Roxana Strohmenger

    Companies need a way to measure changes in the quality of their customer experience (CX), understand how it compares to competitors' CX, and prioritize improvements that will grow revenue. Forrester's Customer Experience Index (CX Index™) methodology gives brands the data and actionable insights that they need to accomplish these goals. This report answers nine common questions to help CX pros find the right way to integrate the CX Index into their existing measurement landscape.This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For Infrastructure & Operations Professionals

    REPORT: The State Of Enterprise Worker Mobility, 2017

    Use Forrester's Employee Mobile Mind Shift Index To Inform Your Mobile Strategy

    April 21, 2017 Andrew Hewitt, Roxana Strohmenger

    Mobile isn't just a consumer phenomenon; infrastructure and operations (I&O) leaders and companies that fall short on meeting employee mobility needs miss out on a fundamental opportunity to better serve customers, support employee productivity, and ultimately, grow revenues. This report showcases Forrester's Employee Mobile Mind Shift Index (eMMSI), an analysis of worker mobile intensity, expectations, and behaviors. Insights from this index can determine how urgent it is to provide certain employees with mobile devices, applications, and content; what their expectations are; and which features to include. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We're updating it now with new data and insights from the Forrester Data Global Business Technographics® Telecommunications And Mobility Workforce Survey, 2016.

  • For Customer Experience Professionals

    REPORT: Introducing The B2B Tech Customer Experience Index

    Great B2B Customer Experiences Spring From A Series Of Positive Individual Interactions

    August 1, 2016 TJ Keitt, Roxana Strohmenger

    Over the past decade, Forrester has used the CX Index to help consumer brands assess their experiences' business value. Now, we've created a version of the CX Index that addresses the unique needs of customer experience (CX) pros in business-to-business (B2B) technology companies: So we're introducing the B2B Tech CX Index here. This new methodology helps B2B tech firms assess how different stakeholders experience the firms and how these aggregated experiences drive the business' ability to engender loyalty in these accounts.

  • For CMO Professionals

    REPORT: Measure Brand Resonance With The TRUE Brand Compass

    May 11, 2016Michelle Moorehead, Roxana Strohmenger

    Technology-empowered consumers today have access to more information on brands than ever before and demand more of them. So CMOs must determine where to focus their efforts to secure mindshare and market share. This report reintroduces Forrester's trusted, remarkable, unmistakable, and essential (TRUE) brand compass. New insights here will enable CMOs to steer their brand building journey, create strong brand resonance across the new brand experience landscape, and directly influence brand preference, referral, and premium pricing. This is an update to a previously published report; Forrester reviews it for continued relevance and accuracy and updated it with new data.

  • For B2C Marketing Professionals

    REPORT: Brief: The Social Users You Want To Reach Are On Mobile

    July 23, 2014 Thomas Husson, Roxana Strohmenger

    With more than a billion monthly active users, Facebook has one of the largest mobile audiences in the world. There's no doubt that Facebook has disrupted the app marketing space by becoming a key player in app discovery — which is the key driver behind its mobile ad revenues. And this is just the most obvious reason that the intersection of mobile and social behaviors is on marketers' minds. But what are the opportunities for brands in engaging mobile social users if they're not trying to drive app downloads? This report explains why these users are an important audience for marketers by comparing their interactions with brands on social sites via mobile and PC.

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