Skip to main content
Photo of Judy Weader

Judy Weader

Senior Analyst

Find Judy on:

Judy serves customer experience (CX) professionals. Her coverage areas include prioritization, the return on investment of CX, and culture.

Previous Work Experience

Prior to joining the research team, Judy served as a principal advisor for Forrester’s Customer Experience Council, supporting CX leaders through the building, management, and ongoing improvement of their programs. Before joining Forrester, Judy was with Blue Cross & Blue Shield of Rhode Island, where she built and executed a CX strategy that involved managing voice of the customer, experience optimization, market research, and CX employee education across the enterprise. Judy has had a varied career, including administering and performing risk management for a US Treasury Department/Defense Department smart card program at the Federal Reserve Bank of Boston as well as more than a decade of IT and web infrastructure management at Houghton Mifflin Company, an eBusiness incubator, and various US government institutions.

Education

Judy earned her master's degree in finance from Boston College’s Carroll School of Management. She holds a Bachelor of Arts in political science from Penn State.

Judy serves customer experience (CX) professionals. Her coverage areas include prioritization, the return on investment of CX, and culture.

Previous Work Experience

Prior to joining the research team, Judy served as a principal advisor for Forrester’s Customer Experience Council, supporting CX leaders through the building, management, and ongoing improvement of their programs. Before joining Forrester, Judy was with Blue Cross & Blue Shield of Rhode Island, where she built and executed a CX strategy that involved managing voice of the customer, experience optimization, market research, and CX employee education across the enterprise. Judy has had a varied career, including administering and performing risk management for a US Treasury Department/Defense Department smart card program at the Federal Reserve Bank of Boston as well as more than a decade of IT and web infrastructure management at Houghton Mifflin Company, an eBusiness incubator, and various US government institutions.

Education

Judy earned her master's degree in finance from Boston College’s Carroll School of Management. She holds a Bachelor of Arts in political science from Penn State.

Judy Weader's Most Recent Research

Research

Advance Your CX Prioritization With Forrester's Modeling Tool

Advanced Level: Prioritization Practices For CX Transformation
March 12th, 2021 | Judy Weader

Advanced customer experience (CX) prioritization practices use complex models with multiple granular inputs that are weighted and scored to triangulate...

11 min read
Research

Level Up Your CX Prioritization By Thinking In Multiple Dimensions

Intermediate Level: Prioritization Practices For CX Transformation
February 8th, 2021 | Judy Weader

Reaching an intermediate state of customer experience (CX) prioritization maturity requires increasing the sophistication of the modeling process. This...

9 min read
Research

The US Health Insurers Customer Experience Index, 2020

How US Health Insurers Improved The Quality Of Their Experiences
October 15th, 2020 | Faith Adams , Judy Weader , Greg Barber

How customers perceive a brand influences how much they spend with the brand and whether they recommend it, as well as how likely they are to forgive the...

12 min read
Research

Build A Strong Foundation For Your CX Prioritization

Beginner Level: Prioritization Practices For CX Transformation
October 5th, 2020 | Judy Weader

Prioritization is the art and science of picking the most important things to do out of a list of all the things you could do. Unfortunately, when it comes...

7 min read
Research

Yes, Government EX Can Get Better!

Creating Engaged Employees Isn't Just For The Private Sector
September 1st, 2020 | Judy Weader , Rick Parrish , Andrew Hewitt

Employee experience (EX) happens with or without thoughtful design, even in government organizations. While government agencies face some steeper hills...

9 min read