Posts by Tom McCann

Tom is a senior analyst serving Customer Experience Professionals. He has over 25 years' experience in the research, analysis, and design of digital and physical world experiences across a broad range of industries and environments within Australia and the US. His research interests include user experience, customer experience maturity, customer research and persona development, the business case for customer experience, and the role of employee engagement in driving and evolving the customer experience.

Tom McCann - Senior Analyst, Forrester Research

Companies are failing at delivering on their promise of a true omni-channel experience

2015 CX Forum

If the 2015 Customer Experience Forum highlighted one point, it was that siloed organisational structures are to blame for many companies missing the mark when it comes to omni-channel experiences, says Forrester’s Tom McCann.

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