Michelle is an analyst serving customer experience professionals. Her research focuses on omnichannel customer experience, 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 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.