Judy's research covers a variety of areas critical to establishing, funding, and scaling the customer experience (CX) function, including CX governance, CX prioritization, the ROI of CX, and CX strategy. Her varied background also extends her coverage into healthcare CX and government CX and EX, as well as evaluations of digital user experiences.
Prior to joining the research team, Judy served as a principal advisor for Forrester’s Customer Experience Council, supporting CX leaders through the building, management, and ongoing improvement of their programs. Before joining Forrester, Judy was with Blue Cross & Blue Shield of Rhode Island, where she built and executed a CX strategy that involved managing voice of the customer, experience optimization, market research, and CX employee education across the enterprise. Judy has had a varied career, including administering and performing risk management for a US Treasury Department/Defense Department smart card program at the Federal Reserve Bank of Boston as well as more than a decade of IT and web infrastructure management at Houghton Mifflin Company, an eBusiness incubator, and various US government institutions.
Judy earned her master's degree in finance from Boston College’s Carroll School of Management. She holds a Bachelor of Arts in political science from Penn State.