Sheila Mahoutchian
Senior Analyst
About Sheila
Sheila serves Forrester’s customer experience (CX) leaders on topics relating to design and the role it plays in driving loyalty. Her coverage areas include design thinking accessibility and collaboration toward innovation efforts; the facilitation and connection of technology and CX by way of service blueprinting; design for work in service to the employee experience; and the demystification of design engagement with CX providers and tools to empower and optimize client effort and delivery excellence.