Angelina Gennis

Analyst

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Get Smart On CX Teams: An Interview With DoorDash

Angelina Gennis August 7, 2020
Anastasia Zdoroviak is senior manager of customer experience (CX) at food delivery technology company DoorDash. We spoke about how the CX team identifies and designs for different user types to orchestrate a seamless customer experience.
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如何为CX转型获取高层支持——高层支持力度不足的原因有哪些

Angelina Gennis July 16, 2020
许多客户体验(CX)专家都试图通过争取管理层的认可来获得持续支持,以在企业上下采取客户体验措施将公司转型为客户至上的企业。Forrester进行了相关研究,希望能够对这个难题进行解读与解答。我们将研究成果划分成了四个部分,从高层支持力度不足的原因、到如何收获高层支持的三步。我们会在接下来的几周逐一与大家分享,今天想要探讨的是高层支持力度的不足的原因何在。
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如何为CX转型获取高层支持——首先需要了解高管都关心什么

Angelina Gennis July 16, 2020
该篇是《如何为CX转型获取高层支持》的第二篇,在了解到高层支持不足的原因后,我们需要开始探讨如何如获得支持,那么第一步是要了解高层关心的问题是什么。
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如何为CX转型获取高层支持——其次需要吸引高层领导的关注

Angelina Gennis July 16, 2020
该篇是《如何为CX转型获取高层支持》的第三篇,上一篇中我们提到获得支持的第一步是要了解高层关心什么,那么在这之后,客户体验(CX)专家需要去细心高层的关注,从而才能开始沟通和说服。本篇将与大家分享如何吸引高层领导的关注。
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如何为CX转型获取高层支持——持续的支持建立在持续的伙伴关系上

Angelina Gennis July 16, 2020
该篇是《如何为CX转型获取高层支持》的四篇中的最后一篇,之前我们提到要获得高层的支持,需要了解高层关心什么,以及如何去获得高层的关注,那么本篇将与大家分享如何与高层建立持续的合作伙伴关系。
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Do You Know Your New Customer Journeys?

Angelina Gennis May 4, 2020
New customer journeys are emerging as digital adoption accelerates during COVID-19. These are journeys you’ll want to map, because a journey map is often the first opportunity to view the end-to-end customer experience and understand the wants, needs, and pain points of your customers as they navigate that journey.
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The State Of CX Teams

Angelina Gennis February 20, 2020
There are no specifications for the perfect CX team. Yet our survey reveals a few notable trends.
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Define New Relationships With CX Champions Programs

Angelina Gennis November 27, 2019
Learn how using CX champions can help your program.
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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 […]
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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 […]
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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 […]
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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 […]
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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.
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