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Faith Adams

Senior Analyst

Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Her research focus areas include customer experience measurement and customer-centric culture.

Previous Work Experience

Prior to joining the research team, Faith spent nine years working in customer and patient experience. Most recently, she was the customer experience director in the insurance division of John Hancock, where she led the implementation of a customer experience measurement system. Leveraging the voice of the customer, she helped establish a different approach to building loyalty, increasing customer lifetime value and improving the bottom line while also assisting in the development of a more customer-centric culture.

Previously, Faith also worked as a lead customer experience analyst at Highmark (an independent licensee of BCBS) and in practice operations for a multidisciplinary medical group, where her primary focus was on patient experience.

Education

Faith holds a bachelor’s degree in political science from the University of Pittsburgh.

Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Her research focus areas include customer experience measurement and customer-centric culture.

Previous Work Experience

Prior to joining the research team, Faith spent nine years working in customer and patient experience. Most recently, she was the customer experience director in the insurance division of John Hancock, where she led the implementation of a customer experience measurement system. Leveraging the voice of the customer, she helped establish a different approach to building loyalty, increasing customer lifetime value and improving the bottom line while also assisting in the development of a more customer-centric culture.

Previously, Faith also worked as a lead customer experience analyst at Highmark (an independent licensee of BCBS) and in practice operations for a multidisciplinary medical group, where her primary focus was on patient experience.

Education

Faith holds a bachelor’s degree in political science from the University of Pittsburgh.

Faith Adams's Most Recent Research

Research

The Forrester Wave™: Customer Feedback Management Platforms, Q2 2021

The 12 Providers That Matter Most And How They Stack Up
May 11th, 2021 | Faith Adams

In our 33-criterion evaluation of customer feedback management (CFM) platform and services providers, we identified the 12 most significant ones — Alida...

21 min read
Research

The State Of CX Measurement And VoC Programs, 2020

Maturity And ROI Of These Programs Remain Low — As Findings From A Forrester Survey Show

Despite the fact that over half of CX measurement and voice-of-the-customer (VoC) programs have existed for three years or more, their maturity remains...

3 min read
Research

The CX Professional's Guide To Working With Contact Center Technologies And Leaders

April 30th, 2021 | Faith Adams , Art Schoeller

Contact centers are a key driver of customer experience (CX), yet they don't always play a leading role in CX efforts. Instead, CX pros continue to grapple...

8 min read
Research

How To Establish A CX Measurement Program

Beginner Level: Measurement Practices For CX Transformation
February 25th, 2021 | Faith Adams , Maxie Schmidt-Subramanian

Customer experience (CX) transformation requires companies to quantify experience quality and its link to the organization's overall metrics. To do this...

15 min read
Research

Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2021

Forrester's Overview Of 39 VoC Providers
February 19th, 2021 | Faith Adams

You can use voice-of-the-customer (VoC) tools to collect and analyze customer feedback and data, socialize the information, inform customer experience...

3 min read