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Pete Jacques

Principal Analyst, CX Index at Forrester

Pete Jacques, Ph.D., is a Principal Analyst specializing in Customer Experience (CX) at Forrester.1 He has over 20 years of experience bringing consumer perspectives to business leaders to drive strategic decision-making.1 In his current role, which he has held since September 2021, Jacques conducts research on consumer trust, loyalty, and decision-making, creating thought leadership to help companies move from CX insights to action for better business outcomes.1

Before his current position, Jacques served as Principal Analyst for CX Index at Forrester from 2018 to 2021.1 His career also includes roles such as AVP of Consumer Insights at Lincoln Financial Group and Strategic Research Manager at MassMutual Financial Group.1

Jacques holds a Ph.D. and M.A. in Industrial/Organizational Psychology from the University of Connecticut.1 He is known for his expertise in customer experience measurement, impact assessment, strategy development, and alignment.1 In recent years, Jacques has been involved in Forrester's annual Customer Experience Index (CX Index) rankings, providing insights on trends in CX quality across industries.23

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Pete Jacques
Pete Jacques, photo 1
Pete Jacques, photo 2
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Location

Cambridge, Massachusetts