Benjamin Brown

Sr TEI Consultant

Benjamin is a senior consultant with Forrester’s Total Economic Impact™ (TEI) practice. In this role, Benjamin works with Forrester’s clients to measure and articulate the business value and financial impact of technology and process investments. He conducts case studies that combine primary interviews and surveys with Forrester’s data and analyst expertise to tell the entire story for any investment, from decision drivers and market context to implementation processes and business outcomes.

Benjamin’s business analyses cover services and technology vendors, partners, and buyers across a myriad of industries and domains. He specializes in cross-functional offerings with Forrester’s market impact practice, embedding financial analysis within content marketing programs designed to help clients capture mindshare across channels. Benjamin is a coauthor of Forrester’s ROI of design thinking research series and offers expertise in building the business case for design and customer experience investments.

The ROI Of Design Thinking: Part 2, How To Calculate
July 15th, 2020 19 min read

In part 1 of this two-part series on the ROI of design thinking, Forrester found that three-quarters of projects can return double their investment (or more) in design thinking — with a median per-project ROI of 229%. What's more, mature design thinking practices can realize an average ROI of 85%. This second report provides customer experience (CX) professionals and design thinking practitioners with a detailed tutorial (including an interactive calculator) on how to estimate the ROI of design thinking at their own organizations.

Forrester Infographic: The ROI Of Design Thinking
December 12th, 2019 2 min read

Mature design thinking practices can achieve an ROI between 71% and 107%. The ROI of individual projects can be even higher, with most projects tripling their investment or more. Funneling project-specific and organizational investments through design thinking practices dramatically improves sales and helps eliminate redundant processes. Due to the need to hire for, train on, and promote design thinking, organizational costs to establish the design thinking practice far outweigh the investments needed for specific projects. Design thinking drives results on both a per-project and organizational basis, with the most significant financial benefits derived from improvements to how teams work.

Forrester Infographic: The ROI Of Design Thinking
November 20th, 2019 1 min read

As practitioners struggle to quantify and articulate the business impact of design thinking, organizations are challenged with scaling and funding design thinking in a meaningful way. The purpose of this infographic is to help customer experience pros and design thinking practitioners present a more persuasive business case. This at-a-glance overview illustrates the relative financial impact of typical cost and benefit categories from investing in the design thinking methodology.

Research Coverage

Planned Research

What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.