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Today, from the Forrester CX Summit North America in Nashville, we are thrilled to have AJ Joplin, Senior Analyst at Forrester, with us to discuss the crucial alignment of customer experience, digital experience, and marketing.
About AJ Joplin
AJ is the lead analyst for Forrester’s research on experience design (XD), design organizations, and design leadership. Helping XD and customer experience (CX) leaders develop and deliver on research-based strategy is AJ’s professional passion. She has observed that the most effective organizations combine clear purpose with the right people and leverage systems to clarify decision-making, prioritization, and workflows. AJ also has years of workshop facilitation experience in human-centered design and design thinking. Using her professional coaching skills, AJ bring clients through ambiguity and into alignment on what matters and what’s next.
Previous Work Experience
Prior to joining Forrester, AJ worked at USAA and IBM, scaling the design practice that organizations must develop in order to deliver amazing CX. As a result, AJ acquired great insight into best practices for how to align organizations to deliver customer-driven value.
Education
AJ holds a BS in business administration from Dallas Christian College and an MBA in product and marketing management from the University of Denver.
RESOURCES
Forrester website: www.forrester.com (www.forrester.com/)
Access Forrester's Generative AI Essential for CX Leaders (www.forrester.com/customer-ex...)
Press Release: Forrester's 2024 US Customer Experience Index: Brands' CX Quality Is At An All-Time Low (www.forrester.com/press-newsr...)
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[@MahdiKhan-sn1hw]

Great insights on strategy development from AJ Joplin

[@soulreaper4675]

Excited to hear from AJ Joplin at the Forrester CX Summit!

[@АминаСыргакбекова]

Can't wait to hear more about design thinking from AJ

[@user-sn2ij4bn9f]

AJ Joplin's expertise in experience design is impressive

[@elenakraeva1260]

Looking forward to learning about the crucial role of marketing in CX

[@livemajlisson786sound8]

The intersection of CX, DX, and marketing is so important

[@iraklivashalomidze8289]

Clear purpose and the right people are crucial for success

[@asv4613]

Systems to clarify decision-making are essential for effective organizations

[@Marvin19256]

Workshop facilitation in human-centered design sounds interesting

[@NazarPavlov-p3v]

Customer experience and digital experience alignment is key