Forrester: - Making Leaders Successful Every Day

Analyst's Photo	Name and Title	Contact information
	Adele Sage Analyst

Research Coverage

Best Of the Web, Channel Design Strategies, Cross-Channel Design Strategies, Customer Experience, Customer Experience Management, Design & Usability Processes, Email Customer Service, Expert Reviews, Multichannel Customer Experience, Personalization, Phone Self-Service, ROI Of Customer Experience, Web Site Design

Research Focus

Adele serves Customer Experience Professionals. She is a leading expert on improving digital customer experiences and related business results, measuring digital customer experience, and estimating the ROI of customer experience improvements. Adele has been instrumental in the development of many of Forrester's user experience evaluation methodologies, including the Website, IVR, Click-To-Chat, and Cross-Channel User Experience Reviews. Adele's research also includes best practices for evaluating, measuring, and improving user experience across multiple digital interaction touchpoints.

Previous Work Experience

Prior to becoming an analyst, Adele was a researcher at Forrester. In that role, she was a key contributor to updating, maintaining, and applying the Forrester Website User Experience Review and Cross-Channel User Experience Review methodologies.

Education

Adele holds a B.A. in psychology from Harvard University.

Latest Research

Planned Research