As VP of Customer Experience Analytics, Michelle is responsible for the ongoing development of Forrester’s Customer Experience Index (CX Index™) framework, methodology, analysis, research, and client servicing. She works with Forrester’s CX research analysts to bring CX measurement innovations and prioritization frameworks into the CX Analytics analyses and products. She also manages a team of analysts, data scientists, and program managers who work with clients to use CX Index data to prioritize customer experience improvement initiatives, especially those that drive incremental revenue growth. Her own client work and research focus on how to use the CX Index and other CX metrics to provide quality experiences that enable competitive differentiation.
Michelle started her career at Forrester as a principal analyst on the CX Index team working with customer experience and marketing professionals to use CX Index data to improve the quality of their customer experiences by combining CX Index data with CX best practices.
Previously, she was the Senior User Research Manager for the Creative Cloud Customer Insights team within the Customer Experience 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 (including NPS, CSAT, and CES) to drive end-to-end customer experience strategies and app-based user experience strategies.