Principal Analyst, CX Index
Pete is a principal analyst on Forrester’s Customer Experience Index (CX Index™) team, working with customer experience, marketing, strategy, and customer insights professionals to use CX Index data to improve the quality of their customer experience (CX) and subsequently drive incremental revenue growth. His work focuses on helping clients identify and prioritize tactical CX initiatives. He also advises clients on how to integrate the CX Index with other CX metrics, such as NPS and CSAT. His other research interests include employee engagement and consumer trust and decision making.