Yesterday was wild. I was with a client in Mobile, AL when the twitter-sphere got wind of my plans to leave Forrester at the end of the month. Based on a request from Forrester, I hadn’t gone public with the news of my resignation earlier in the week — so this was a bit unexpected. But, alas, the news got out.
First of all, I want to thank everyone for the amazing outpouring of support. Wow!!!!
Now on to the question that everyone is asking me: What’s next? Well, I’m not quite ready to share that news, because I’m working through a few options. But you can rest assured that I plan to raise the bar on customer experience.
After 12 years at Forrester, I felt like “veni, vidi, vici” and had nothing left to conquer. Since I started focusing on enterprisewide customer experience, I’ve been the most-read analyst for 13 consecutive quarters and have led the company in generating consulting revenues. So it was time for me to find the next challenge.
It’s been a great pleasure to work with (and help train many of) the analysts at Forrester. I will miss my customer experience team. But I’m sure that we’ll be seeing more of each other over the years.
Of course, my greatest pleasure has been working with clients. I’ve had the opportunity to help some great people with their firm’s customer experience efforts. During the last several months, for instance, I’ve worked with large pharmaceutical firms, retailers, banks, insurance companies, wireless companies, technology vendors — to name a few.
I’ll certainly let everyone know when I’ve decided on my next move. In the meantime, pass along the news and keep reading my blog.
The bottom line: Customer experience remains my passion!