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Angelina Gennis

Analyst

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Angelina serves employee experience (EX) leaders, including CXOs, CIOs, CMOs, and CHROs. She focuses on culture design, leveraging a background in service and product design, and behavioral science. Angelina is an analyst in the Future of Work practice at Forrester, sharing insights, tools, and case studies to guide EX programs and initiatives. She was formerly in Forrester’s customer experience (CX) practice, focusing on customer-centric culture, CX strategy, and CX transformation.

Previous Work Experience

Angelina was an experience strategist at Publicis Sapient, where she worked with multidisciplinary teams on a broad range of project types, including qualitative and quantitative research, strategy framework development, brand work, journey and persona building, service design, and road mapping. Before that, she was a researcher at the Massachusetts Institute of Technology AgeLab. Her academic focus included published approaches to empathy training and exploratory work supported jointly by Brown and MIT on generational differences in relationships with professionals.

Education

Angelina has a master's in public health from Brown University and a BA in international relations from Wheaton College (MA).

Angelina serves employee experience (EX) leaders, including CXOs, CIOs, CMOs, and CHROs. She focuses on culture design, leveraging a background in service and product design, and behavioral science. Angelina is an analyst in the Future of Work practice at Forrester, sharing insights, tools, and case studies to guide EX programs and initiatives. She was formerly in Forrester’s customer experience (CX) practice, focusing on customer-centric culture, CX strategy, and CX transformation.

Previous Work Experience

Angelina was an experience strategist at Publicis Sapient, where she worked with multidisciplinary teams on a broad range of project types, including qualitative and quantitative research, strategy framework development, brand work, journey and persona building, service design, and road mapping. Before that, she was a researcher at the Massachusetts Institute of Technology AgeLab. Her academic focus included published approaches to empathy training and exploratory work supported jointly by Brown and MIT on generational differences in relationships with professionals.

Education

Angelina has a master's in public health from Brown University and a BA in international relations from Wheaton College (MA).

Angelina Gennis's Most Recent Research

Research

Educate And Encourage: Two Keys To Culture Transformation

Conduct Culture Work That Realizes Your Company's Expression Of Customer Obsession
May 4th, 2021 | Angelina Gennis

Customer-obsessed cultures don't happen accidentally. They form when employees behave in accordance with a company's strategy and target expression of...

7 min read
Research

Establish, Fund, And Scale The CX Function

May 4th, 2021 | Angelina Gennis

The customer experience (CX) function unifies an organization's CX vision, transformation strategy, and execution. It does so by providing essential skills...

9 min read
Research

Case Study: How Verizon Accelerated A Five-Year EX Strategy During The Pandemic

April 12th, 2021 | Angelina Gennis

Fifty-three percent of US workers want to work remotely at least somewhat even after the pandemic, but just 52% of remote workers believe their companies...

6 min read
Research

The Forrester Digital Experience Review™: US Retail Mobile Apps, Q1 2021

Best-In-Class Mobile Retail Experiences Serve The Tactical Shopper
March 24th, 2021 | Scott Compton , Angelina Gennis

The 2021 Digital Experience Review™ of US mobile retail apps outlines the best practices for a range of mobile experiences, from shopping features and...

6 min read
Research

Your CX Vision: How To Create A Customer Experience Vision To Guide Transformation

March 15th, 2021 | Angelina Gennis

A customer experience (CX) vision is a clear and concise statement a company uses internally to educate and align everyone from the C-suite on down about...

7 min read