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Michelle Beeson

Analyst

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Michelle is an analyst serving customer experience professionals. Her research focuses on omnichannel customer experience, digital trends, and digital commerce strategies for consumer-facing brands, including luxury. During her nine years at Forrester, as a consultant and an analyst, Michelle has worked with a wide range of clients to help them understand how digital technology and changing consumer behavior and expectations are impacting organizations and transforming business models. Michelle is based in the UK and has global coverage.

In addition to speaking at Forrester events, Michelle speaks regularly at national and international conferences. Her research has been quoted in general business media such as the Wall Street Journal and specialist publications such as Retail Week and Customer Experience Magazine.

Previous Work Experience

Michelle first joined Forrester in 2011 as a part of the consulting team aligned with the eBusiness & Channel Strategy team. In this role, she was involved in a number of digital strategy projects across industries. After transitioning to an analyst role, she published research and advised clients on retail topics including omnichannel commerce and the future of the store. Prior to joining Forrester, Michelle was a senior research executive at Synovate UK (now part of Ipsos Mori), developing and delivering quantitative and qualitative primary research studies into customer attitudes and behavior across industries. Prior to her role at Synovate, Michelle worked in academic research at the Family Research Centre and the Autism Research Centre (ARC) at the University of Cambridge.

Education

Michelle holds a degree in social and political sciences (MA, Cantab.) from the University of Cambridge. She also holds an MRS Advanced Certificate in market and social research practice along with a PRINCE2 foundation certificate in project management.

Michelle is an analyst serving customer experience professionals. Her research focuses on omnichannel customer experience, digital trends, and digital commerce strategies for consumer-facing brands, including luxury. During her nine years at Forrester, as a consultant and an analyst, Michelle has worked with a wide range of clients to help them understand how digital technology and changing consumer behavior and expectations are impacting organizations and transforming business models. Michelle is based in the UK and has global coverage.

In addition to speaking at Forrester events, Michelle speaks regularly at national and international conferences. Her research has been quoted in general business media such as the Wall Street Journal and specialist publications such as Retail Week and Customer Experience Magazine.

Previous Work Experience

Michelle first joined Forrester in 2011 as a part of the consulting team aligned with the eBusiness & Channel Strategy team. In this role, she was involved in a number of digital strategy projects across industries. After transitioning to an analyst role, she published research and advised clients on retail topics including omnichannel commerce and the future of the store. Prior to joining Forrester, Michelle was a senior research executive at Synovate UK (now part of Ipsos Mori), developing and delivering quantitative and qualitative primary research studies into customer attitudes and behavior across industries. Prior to her role at Synovate, Michelle worked in academic research at the Family Research Centre and the Autism Research Centre (ARC) at the University of Cambridge.

Education

Michelle holds a degree in social and political sciences (MA, Cantab.) from the University of Cambridge. She also holds an MRS Advanced Certificate in market and social research practice along with a PRINCE2 foundation certificate in project management.

Michelle Beeson's Most Recent Research

Research

Brands: Gauge The Size Of Your Digital Commerce Prize

Assessing The Digital Commerce Opportunity For B2C Branded Manufacturers
April 9th, 2021 | Michelle Beeson

Consumer-facing brands need digital commerce, but their opportunities aren't equal. Some brands' digital commerce strategy will prioritize direct-to-consumer...

9 min read
Research

The State Of Alternative Payments Acceptance In UK Retail

An Evaluation Of 102 UK Retailers And Their Payment Options
March 12th, 2021 | Lily Varon , Michelle Beeson , Nicole Murgia

We reviewed 102 UK retailers across several categories to evaluate the current state of alternative payments acceptance. The evaluation covered 10 alternative...

1 min read
Research

Branded Manufacturers: Master Your Own Digital Destiny

Understand Your Brand's Digital Commerce Opportunity To Craft A Comprehensive Direct-To-Consumer Strategy
January 29th, 2021 | Michelle Beeson

Consumer-facing brand manufacturers are doubling down on their direct-to-consumer (DTC) digital engagement and commerce capabilities. To master their digital...

10 min read
Research

The European Auto And Home Insurers Customer Experience Index, 2020

How European Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience
November 17th, 2020 | Oliwia Berdak , Michelle Beeson , Luis Deya

How well do leading European auto and home insurers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete...

15 min read
Research

The European Banking Customer Experience Index, 2020

How European Banking Brands Earn Loyalty With The Quality Of Their Experience
November 17th, 2020 | Oliwia Berdak , Michelle Beeson , Luis Deya

How well do leading European banking brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings...

13 min read

Upcoming Events

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June 7th, 2021
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