VP, CX Analytics
As vice president of Customer Experience Analytics, Michelle is responsible for the ongoing development of Forrester’s Customer Experience Index (CX Index™) framework, methodology, and analysis. She works with Forrester’s customer experience (CX) research analysts to connect customer perception data to data about CX organizations, operations, and maturity. She also manages a team of analysts, data scientists, and program managers who work with clients to use CX Index data to prioritize CX improvement initiatives that lead to incremental revenue growth. Michelle delivers strategic guidance to help CX and marketing professionals use CX data to provide quality experiences that drive customer loyalty.