Angelina Gennis

Analyst

Forrester Bio

Author Insights

BLOG

Jump From Burning Platform To CX Transformation

Angelina Gennis September 10, 2019
In academia, we called it “publish or perish.” In marketing, we called it #StayRelevant. And in business, it’s the “burning platform.” It’s the idea that people’s behavior is changing and competitors are taking the leap while you stay “safe” on a crumbling cliff. Sounds dire, but that’s the picture you need to paint as a […]
Read More
BLOG

Navigate Our Top 25 Reports On Journey Maps

Angelina Gennis August 5, 2019
Journey mapping has become an ubiquitous tool for CX. As a concept for initially understanding your customer experience, it can seem approachable enough, but for improving CX, the practice is dynamic and ever-evolving. Forrester experts in journey mapping have written over 50 reports, and counting, to help CX pros at any stage determine a path […]
Read More
BLOG

HP’s Transformation Was A Win For Customers, Culture, And Cost Savings

Angelina Gennis July 18, 2019
External market factors can make business success seem out of your control. But HP Inc. found that even in a difficult market, a well-established business can uncover opportunities for cost-saving efficiencies that also contribute to delighting the customer. Their approach was to create: Alignment on definitions of the customer and the customer’s experience. Governance that […]
Read More
BLOG

CX Execs Rise To Power Across B2C And B2B Industries

Angelina Gennis May 20, 2019
Unprecedented Growth Chief customer officers and chief experience officers were once a small community of visionaries and practitioners pioneering customer experience (CX) across industries. But we’ve seen more than 1,000% growth in the CX executive role in just five years, and in that time, many have turned that new frontier into an established practice and […]
Read More
BLOG

Employee Personas Strengthen Your EX Strategy

Angelina Gennis May 10, 2019
Employee personas help in the experience design process for everything from hiring, onboarding, and training to productivity.
Read More