Rich Saunders,

Rich Saunders

Senior Analyst

Rich is a senior analyst serving customer experience (CX) professionals. He focuses on helping clients build and mature voice-of-the-customer (VoC) and CX measurement programs. His work includes connecting CX to business value and demonstrating the ROI of improving CX. He helps organizations apply advanced analytic techniques to improve CX practices’ ability to generate actionable insights.

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
November 13th, 2024 6:00 PM - 6:40 PM Webinar

Leveraging Predictive Analytics To Transform Customer Experiences

Organizations that prioritize survey metrics as the foundation of their customer experience (CX) efforts often face challenges when initiating improvements and showcasing the value of CX to their organizations. To enhance effectiveness, CX programs can shift towards a strategy that utilizes advanced predictive and prescriptive analytics. These techniques allow organizations to anticipate customer behavior, assess the influence of experience quality on business performance, and prioritize experience enhancements for all customers, not just survey respondents.Key takeaways: Learn how advanced analytics can transform the CX practice from reacting to customer feedback to proactively managing experiences for all customers.Discover how CX leaders can drive initiatives to leverage advanced analytic techniques in their organizations.Receive a practical approach for implementing advanced analytics to transform the CX practice.Target audience level: all levels