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Clarissa Skinner

Researcher

Clarissa is a researcher serving customer experience (CX) professionals. She supports the CX team’s work on the customer experience index (CX Index™), customer journeys, and journey centricity. Additionally, she is interested in customer experience in the government sector as well as employee experience. Based in Amsterdam, she also researches other aspects of CX in Europe.

Previous Work Experience

Clarissa brings knowledge from her previous role at Forrester as a senior research associate on the CX team. She contributed to research on user experience (UX), journey centricity, tools like customer and employee journey mapping, customer service, and collaboration between agile and design teams. Prior to joining Forrester, Clarissa held a variety of research positions, including as a junior analyst at an international security and defense think tank and as a research assistant at Utrecht University.

Education

Clarissa earned a BA in sociology and anthropology from Swarthmore College and an MS in social policy (research) from the London School of Economics (LSE). Clarissa is fluent in English, proficient in Dutch, and speaks conversational Mandarin.

Clarissa is a researcher serving customer experience (CX) professionals. She supports the CX team’s work on the customer experience index (CX Index™), customer journeys, and journey centricity. Additionally, she is interested in customer experience in the government sector as well as employee experience. Based in Amsterdam, she also researches other aspects of CX in Europe.

Previous Work Experience

Clarissa brings knowledge from her previous role at Forrester as a senior research associate on the CX team. She contributed to research on user experience (UX), journey centricity, tools like customer and employee journey mapping, customer service, and collaboration between agile and design teams. Prior to joining Forrester, Clarissa held a variety of research positions, including as a junior analyst at an international security and defense think tank and as a research assistant at Utrecht University.

Education

Clarissa earned a BA in sociology and anthropology from Swarthmore College and an MS in social policy (research) from the London School of Economics (LSE). Clarissa is fluent in English, proficient in Dutch, and speaks conversational Mandarin.

Clarissa Skinner's Most Recent Research

Research

The Spain Auto And Home Insurers Customer Experience Index, 2020

How Spanish Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience

Seguros Catalana Occidente tops Forrester's Spain auto and home insurance CX Index rankings, edging ahead of seven mediocre, undifferentiated competitors...

12 min read
Research

The France Auto And Home Insurers Customer Experience Index, 2020

How French Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience
March 24th, 2021 | Oliwia Berdak , Clarissa Skinner , Luis Deya

MAIF once more tops Forrester's France auto and home insurance CX Index rankings, edging ahead of seven mediocre, undifferentiated competitors. MAIF rewrote...

13 min read
Research

The Italy Auto And Home Insurers Customer Experience Index, 2020

How Italian Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience
March 22nd, 2021 | Oliwia Berdak , Clarissa Skinner , Luis Deya

Allianz tops Forrester's Italy auto and home insurance Customer Experience Index (CX Index™) rankings, edging ahead of six mediocre, undifferentiated competitors...

13 min read
Research

The UK Auto And Home Insurers Customer Experience Index, 2020

How UK Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience
March 18th, 2021 | Oliwia Berdak , Clarissa Skinner , Luis Deya

How well do leading UK auto and home insurers earn loyalty with the quality of their customer experience (CX)? We reveal the complete rankings of six auto...

9 min read