Principal Consultant, Forrester
Jon is a principal consultant with more than 20 years of experience and specific expertise in CX measurement and performance management, customer insights, and building customer-obsessed cultures. He has led CX research and consulting engagements with clients across numerous industries, including retail, financial services, automotive and technology.
Jon comes to Forrester from Lieberman Research Worldwide (LRW), where he led LRW’s Customer Experience Practice. Prior to that, Jon was CEO and Co-Founder of Symmetrics, a CX research and consulting firm that was acquired by Synovate and, ultimately, integrated into Ipsos Loyalty.
Jon has presented at numerous conferences on customer loyalty research and customer experience management and has led workshops and seminars for the American Marketing Association, IIR, The Strategy Institute, and The Conference Board.
Jon holds a Ph.D. from Indiana University-Bloomington in communications and social psychology and a B.A. from Tufts University.