Michelle is an analyst serving customer experience professionals. Her research focuses on omnichannel customer experience, the future of the store, digital trends, and digital commerce strategies for consumer-facing brands, including luxury. During her nine years at Forrester, as a consultant and an analyst, Michelle has worked with a wide range of clients to help them understand how digital technology and changing consumer behavior and expectations are impacting organizations and transforming business models. Michelle is based in the UK and has global coverage.

In addition to speaking at Forrester Forums and events, Michelle speaks regularly at national and international conferences. Her research has been quoted in general business media such as the Wall Street Journal and specialist publications such as Retail Week and Customer Experience Magazine [cxm.co.uk].

Michelle first joined Forrester in 2011 as a part of the consulting team aligned with the eBusiness & Channel Strategy team. In this role she was involved in a number of digital strategy projects across industries. After transitioning to an Analyst, she published research and advised clients on retail topics including omnichannel commerce and the future of the store. Prior to joining Forrester, Michelle was a senior research executive at Synovate UK (now part of Ipsos Mori), developing and delivering quantitative and qualitative primary research studies into customer attitudes and behavior across industries. Prior to her role at Synovate, Michelle worked in academic research at the Family Research Centre and the Autism Research Centre (ARC) at the University of Cambridge.

Michelle holds a degree in social and political sciences (M.A., Cantab.) from the University of Cambridge. She also earned an MRS Advanced Certificate in market and social research practice along with a PRINCE2 foundation certificate in project management.