Angelina’s research focuses on customer-centric culture and CX transformations. In this episode, she shares some preliminary findings from her current research on how the role of CX-practice leaders has shifted, and what it takes to maintain C-suite support.

Prior to joining Forrester’s CX research team, Angelina was an experience strategist at Publicis Sapient, where she worked on a broad range of project types, including business-case pitches, strategy framework development, brand work, journey and persona building, service design, and road mapping. And before that, she was a researcher at the Massachusetts Institute of Technology AgeLab, where she published research on empathy training as well as generational differences in relationships with professionals.

We are very excited to have her on the team! And we think you should be too, because her upcoming research will answer pressing questions.

Angelina’s full biography: