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Michelle Yaiser

VP, CX Analytics

As vice president of Customer Experience Analytics, Michelle is responsible for the ongoing development of Forrester’s Customer Experience Index (CX Index™) framework, methodology, and analysis. She works with Forrester’s customer experience (CX) research analysts to connect customer perception data to data about CX organizations, operations, and maturity. She also manages a team of analysts, data scientists, and program managers who work with clients to use CX Index data to prioritize CX improvement initiatives that lead to incremental revenue growth. Michelle delivers strategic guidance to help CX and marketing professionals use CX data to provide quality experiences that drive customer loyalty.

Previous Work Experience

Before joining Forrester, Michelle was the senior user research manager within the CX organization at Adobe. She led projects to create personas and customer journey maps; developed a closed-loop customer feedback system; and moderated both lab and remote usability studies. She combined that customer data with website analytics data, app usage data, and CX metrics to drive end-to-end CX strategies and app-based user experience (UX) strategies. Prior to Adobe, Michelle was a college professor teaching UX research and software development.

Education

Michelle received her BM in music engineering technology from Ball State University and an MA in sociology with an emphasis on research from Boston College.

As vice president of Customer Experience Analytics, Michelle is responsible for the ongoing development of Forrester’s Customer Experience Index (CX Index™) framework, methodology, and analysis. She works with Forrester’s customer experience (CX) research analysts to connect customer perception data to data about CX organizations, operations, and maturity. She also manages a team of analysts, data scientists, and program managers who work with clients to use CX Index data to prioritize CX improvement initiatives that lead to incremental revenue growth. Michelle delivers strategic guidance to help CX and marketing professionals use CX data to provide quality experiences that drive customer loyalty.

Previous Work Experience

Before joining Forrester, Michelle was the senior user research manager within the CX organization at Adobe. She led projects to create personas and customer journey maps; developed a closed-loop customer feedback system; and moderated both lab and remote usability studies. She combined that customer data with website analytics data, app usage data, and CX metrics to drive end-to-end CX strategies and app-based user experience (UX) strategies. Prior to Adobe, Michelle was a college professor teaching UX research and software development.

Education

Michelle received her BM in music engineering technology from Ball State University and an MA in sociology with an emphasis on research from Boston College.

Michelle Yaiser's Most Recent Research

Research

Answers To Common Questions About Forrester's Customer Experience Index

Frequently Asked Questions About The CX Index Methodology, Business Impact Simulator, And Benchmark Study
June 3rd, 2021 | Michelle Yaiser

Companies need a way to measure changes in the quality of their customer experience (CX), assess CX impact on customer loyalty intentions, compare their...

18 min read
Research

The US Digital Retailers Customer Experience Index, 2020

How US Digital Retailer Brands Earn Loyalty With The Quality Of Their Experience
October 29th, 2020 | Jennifer Wise , Michelle Yaiser , Sam Karpinski

Customer loyalty influences how often customers buy from a brand, how much they spend with the brand, and whether or not they recommend that brand — as...

9 min read
Research

The US Mass-Market Auto Manufacturers Customer Experience Index, 2019

How US Mass-Market Auto Manufacturers Earn Loyalty With The Quality Of Their Experience
December 20th, 2019 | Michelle Yaiser , Rick Parrish

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

11 min read
Research

The US Luxury Auto Manufacturers Customer Experience Index, 2019

How US Luxury Auto Manufacturers Earn Loyalty With The Quality Of Their Experience
December 19th, 2019 | Michelle Yaiser , Rick Parrish

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

12 min read
Research

The US Multichannel Retailers Customer Experience Index, 2019

How US Multichannel Retail Brands Earn Loyalty With The Quality Of Their Experience
September 10th, 2019 | Fiona Swerdlow , Michelle Yaiser

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

9 min read