Skip to main content
Photo of Kelly Price

Kelly Price

Senior Analyst

Find Kelly on:

Kelly is a senior analyst serving customer experience (CX) professionals. Her research focuses on customer research practices, exploring how CX professionals can leverage customer understanding to drive cross-team collaboration, build customer empathy, and create innovative, emotionally resonant experiences for their customers.

Previous Work Experience

Kelly was previously a researcher on Forrester’s CX research team, where she contributed to research and advisory work on customer research, UX practices and strategies, and design. 

Prior to joining Forrester, Kelly worked as a researcher at a consumer intelligence technology company, where she focused on the role of psychographics in explaining and predicting customer motivation. Previously, she helped coordinate behavioral health and clinical neuropsychological studies at Mt. Sinai St. Luke’s and Columbia Presbyterian hospitals in New York City.

Education

Kelly earned bachelor’s degrees in music performance and music industry from the University of Southern California and an MA in psychology with a focus on consumer behavior from Fairleigh Dickinson University.

Kelly is a senior analyst serving customer experience (CX) professionals. Her research focuses on customer research practices, exploring how CX professionals can leverage customer understanding to drive cross-team collaboration, build customer empathy, and create innovative, emotionally resonant experiences for their customers.

Previous Work Experience

Kelly was previously a researcher on Forrester’s CX research team, where she contributed to research and advisory work on customer research, UX practices and strategies, and design. 

Prior to joining Forrester, Kelly worked as a researcher at a consumer intelligence technology company, where she focused on the role of psychographics in explaining and predicting customer motivation. Previously, she helped coordinate behavioral health and clinical neuropsychological studies at Mt. Sinai St. Luke’s and Columbia Presbyterian hospitals in New York City.

Education

Kelly earned bachelor’s degrees in music performance and music industry from the University of Southern California and an MA in psychology with a focus on consumer behavior from Fairleigh Dickinson University.

Kelly Price's Most Recent Research

Research

Digital CX And Design Trends, 2021

Digital customer experience (CX), while still far from great, has leapt forward in key areas. A powerful blend of forces is shaping it and transforming...

11 min read
Research

Bring Design Researchers And Data Scientists Together To Elevate Customer Understanding

Working Together, These Teams Create Better And More Connected Customer Insights
May 21st, 2021 | Brandon Purcell , Kelly Price

Design researchers and data scientists both possess the tools necessary to derive customer insights. In most organizations today, the two personas work...

10 min read
Research

Bridge The Gap Between Current- And Future-State Journeys

Use Gap Analysis To Bring Future-State Journeys To Fruition
March 8th, 2021 | Kelly Price

Many customer experience (CX) professionals struggle to deliver on future-state journeys because of obstacles ranging from paralyzing complexity to unforeseen...

11 min read
Research

Establish Your Experience Research Practice

Beginner Level: Research Practices For CX Transformation
January 21st, 2021 | Kelly Price

This report about experience research — one of the six competencies of customer experience (CX) — is for CX transformation leaders whose companies don't...

17 min read
Research

Evolve Your Experience Research Practice

Advanced Level: Research Practices For CX Transformation
January 21st, 2021 | Kelly Price

This report about experience research — one of the six competencies of customer experience (CX) — is for experience research leaders who have scaled up...

15 min read