Why Customer Experience Leaders Succeed With Forrester

Rob Martinelli, senior director of customer experience at Quest Diagnostics, explains why he’s gotten more value out of Forrester Decisions compared to traditional one-and-done consulting engagements. Discover how the ongoing relationships fostered by Forrester Decisions lead to better and faster progress with customer experience goals.

On the Forrester side, I have trusted advisors who I can call on the phone. I can email a particular advisor or researcher or analyst about what’s up-and-coming or with a particular question we may have.

Rob Martinelli
Senior Director of Customer Experience, Quest Diagnostics
Quest Diagnostics

Inside Quest Diagnostics’ Progress With Journey Mapping

Quest Diagnostics has made huge strides with journey mapping and customer understanding, with support from Forrester.