Thomas McCann

Senior Analyst / Forrester


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 interest lies in the evaluation and design of cross-channel, cross-platform experiences, as well as on the role of employee engagement in driving and evolving the customer experience.

Previous Work Experience

Before joining Forrester, Tom spent 13 years in various customer experience roles with Staples, researching and defining the customer experience for retail and online B2B and B2C customers. He also established a research team tasked with evaluating the impact of product and packaging design on the customer's purchase experience and overall satisfaction with product usage. Previously, he provided consulting services to Australian businesses and government departments defining their customer and employee experiences across a variety of product and service 
delivery models, including interaction with online support systems, telephone-based systems, and customer-facing counter and support staff.


Tom holds a master's degree in psychology from the University of Sydney and a bachelor's degree in psychology from the Australian National University.