Emily Collins

VP, Research Dir

Emily serves B2C marketing professionals. She leads a team of analysts who help clients develop marketing strategies that drive customer obsession and growth. Her team focuses on omnichannel advertising, social marketing, content strategy and intelligence, marketing measurement, and loyalty.
Emily also leads Forrester's customer loyalty and communities coverage. Her research examines loyalty strategy; loyalty programs; consumer trends; and the tools, skills, and processes B2C marketers need to manage and measure loyal customer relationships. She has been cited frequently in publications such as AdAge, CMSWire, CNBC, Direct Marketing News, Forbes, Fortune, and the New York Times.

Report
Nurture Experience Research To Improve CX And Marketing
November 18th, 2021•13 min read

This report about experience research — one of the six competencies of customer experience (CX) — is for experience research leaders who have established a solid practice, so their companies already follow an effective and documented process for how to do

Emily Collins
Report
Advance Your Approach To Customer Loyalty
April 14th, 2021•6 min read

If you're serious about earning and maintaining customer loyalty, you can't treat it as a tactic or a discrete program anymore. Customer loyalty requires strategic alignment, deliberate planning, and financial and cultural commitment. This report, recentl

Mary Pilecki
,
Emily Collins

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.

Download Planned Research