William   Willsea

William Willsea

Researcher Serving Customer Experience Professionals

Will is a researcher, serving customer experience professionals in both the government and private sector. He focuses on customer experience (CX) management maturity, the economic benefits of CX, and research on Forrester's Customer Experience Index (CX Index™) in the US and Canada. Will is also the producer of CX Cast, Forrester's weekly customer experience podcast.

Previous Work Experience

Will has been with Forrester since 2015. He was previously a senior research associate on Forrester’s customer experience research team. In that role, he primarily contributed to research focused on experience design, customer-centric culture, and employee enablement.

Education

Will holds a B.A. in global studies, for which he studied global political economy and theories of race, culture, and identity, from St. Lawrence University. Will also studied and interned abroad in Kunming, China and Beijing, China.

William Willsea

Researcher Serving Customer Experience Professionals

Will is a researcher, serving customer experience professionals in both the government and private sector. He focuses on customer experience (CX) management maturity, the economic benefits of CX, and research on Forrester's Customer Experience Index (CX Index™) in the US and Canada. Will is also the producer of CX Cast, Forrester's weekly customer experience podcast.

Previous Work Experience

Will has been with Forrester since 2015. He was previously a senior research associate on Forrester’s customer experience research team. In that role, he primarily contributed to research focused on experience design, customer-centric culture, and employee enablement.

Education

Will holds a B.A. in global studies, for which he studied global political economy and theories of race, culture, and identity, from St. Lawrence University. Will also studied and interned abroad in Kunming, China and Beijing, China.

William Willsea's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: The Australian Government's Customer Experience Affects Mission Outcomes

    Insights From Forrester's Customer Experience Index

    March 29, 2019 Riccardo Pasto, William Willsea

    Like most global citizens, Australians rate their government's customer experience (CX) as poor. In this report, we measure the impact of the government's CX on its mission performance with our Customer Experience Index (CX Index™). We also compare departments' CX performance with the private sector's and assess how well departments perform on mission-critical CX drivers. We conclude with concrete advice for government CX pros who want to improve customer experiences efficiently.

  • For Customer Experience Professionals

    REPORT: The US Health Insurers Customer Experience Index, 2018

    How US Health Insurers Earn Loyalty With The Quality Of Their Experience

    June 19, 2018 Faith Adams, William Willsea

    How well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were analyzed as part of the US CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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