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Su   Doyle

Su Doyle

CX Exec Partner & Sr Analyst

Su serves customer experience (CX) professionals. Her coverage areas include building a business case for CX, CX-marketing synergies, and CX for customer acquisition and aftermarket operations. Su also serves as a Forrester Executive Partner, working shoulder-to-shoulder with senior-level CX executives to advance customer-obsessed transformation initiatives and drive tangible outcomes.

Previous Work Experience

Su has led product strategy, operations, service design, customer support, go-to-customer strategy, and market development for early-stage startups and global organizations. Prior to joining the research team, Su served as principal advisor on the Forrester CX and marketing councils, providing strategic counsel to over 50 go-to-customer executives in financial services, manufacturing, retail, technology, and professional services.

Before joining Forrester, Su served as an M&A integration consultant, leading market development and industry solutions for Checkpoint Systems and their OATSystems division. Her efforts shifted the company's product mix from loss prevention and inventory solutions for retail stores to IoT-based omnichannel fulfillment and asset tracking solutions for manufacturing and retail supply chains, including the Airbus A350 Supplier program for Aerospace Component Manufacturers. Earlier in her career, Su served on the founding teams of digital media pioneers Lycos, Engage Technologies, and AdSmart, as well as customer feedback management provider Vovici and operational risk management vendor Providus.

Education

Su holds a Bachelor of Science in business and marketing from the State University of New York.

Su Doyle

CX Exec Partner & Sr Analyst

Su serves customer experience (CX) professionals. Her coverage areas include building a business case for CX, CX-marketing synergies, and CX for customer acquisition and aftermarket operations. Su also serves as a Forrester Executive Partner, working shoulder-to-shoulder with senior-level CX executives to advance customer-obsessed transformation initiatives and drive tangible outcomes.

Previous Work Experience

Su has led product strategy, operations, service design, customer support, go-to-customer strategy, and market development for early-stage startups and global organizations. Prior to joining the research team, Su served as principal advisor on the Forrester CX and marketing councils, providing strategic counsel to over 50 go-to-customer executives in financial services, manufacturing, retail, technology, and professional services.

Before joining Forrester, Su served as an M&A integration consultant, leading market development and industry solutions for Checkpoint Systems and their OATSystems division. Her efforts shifted the company's product mix from loss prevention and inventory solutions for retail stores to IoT-based omnichannel fulfillment and asset tracking solutions for manufacturing and retail supply chains, including the Airbus A350 Supplier program for Aerospace Component Manufacturers. Earlier in her career, Su served on the founding teams of digital media pioneers Lycos, Engage Technologies, and AdSmart, as well as customer feedback management provider Vovici and operational risk management vendor Providus.

Education

Su holds a Bachelor of Science in business and marketing from the State University of New York.

Su Doyle's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: Video: How To Find Your Value-For-Customer Sweet Spot

    Use This Exercise To Find The Differentiating Blend Of Value Dimensions That Matches Your Target Customers' Needs

    March 30, 2020 Maxie Schmidt-Subramanian, Shar VanBoskirk, Su Doyle, Kelley Spiridakis

    Even if you think about "value for customer" the right way, you must still find the sweet spot in which you uniquely help your most important target customers create value. To help you do that, this report for customer experience (CX) professionals includes a video, worksheet, and slide deck to guide you through an exercise.

View all of Su Doyle's Research