Danielle is a qualitative research and customer experience (CX) savant who joined the Smarty Pants team in 2018. Her Insights Guru title is well-deserved; she is not only a research methods pro, but she also has a keen eye for identifying game-changing consumer insights. Danielle's role includes designing, executing and analyzing custom qualitative research. She masterfully elicits fresh, actionable consumer insights utilizing a creative mix of focus groups, interactive ethnographies, digital surveys and market research online communities (MROCs). She then leads the strategic heavy-lifting of applying those insights to the unique business challenges of many of the firm's retail and health industry clients.

As a qualitative analyst on Forrester’s Customer Experience Index (CX Index™) team, Danielle focuses on conducting qualitative analytic techniques to unearth insights regarding the key drivers of customer experience (CX). Her research centers on offering a deeper understanding of customers’ perceptions of CX quality and illuminating why best-in-class brands are delivering exceptional CX. Danielle utilizes a mix of market research online community (MROC) methodologies and social listening tools to delve into the consumer mindset related to CX. With this research, she helps clients identify actionable steps to improve CX in their organizations.

• Consumer/Market Insight Strategy: Translate client business objectives into impactful qualitative and quantitative research projects in private consumer collaboration communities.• Qualitative Market Research: Design, write, and execute in-depth research methodologies (from basic surveys to online focus groups to co-creation series to multi-media, interactive ethnographic data collection methods).• MROC Facilitator and Consumer Moderator: Manage and facilitate private online consumer communities of 300-500 people, building trusting partnerships that pave the way for open, honest and candid feedback and discovery for major CPG, entertainment, and telecommunications companies. (e.g., Walt Disney Studios, Norwegian Cruise Line)• Analysis & Insights Reporting: Mine consumer data for actionable insights; write and design visual analyses that illuminate consumer perspectives to inform and impact clients' business strategy.• Account Management: Oversee project management including short-term, day-to-day organization and execution of long-term objectives for multiple accounts. Lead and prioritize clients' learning agenda, research priorities, and reporting. Oversee consumer recruitment, budget, and ongoing community engagement. • Team Management: Mentor junior team members and manage one direct report; guide professional development; coach and review research methodologies and client deliverables.• Direct Report Management: Manage professional development of one direct report. May 2014 - Present• Corporate Citizenship: Created, developed, launched and managed first-ever employee travel program to encourage sharing of best practices and an interconnected culture amongst global Communispace offices. Program deemed successful and received approval for a third year. Active involvement in training faculty group, Volunteer Committee, PAL mentorship program, and Culture Committee.

• Ensured flawless programming and QA proofing of research projects including surveys, mobile ethnography gadgets, and web chats• Created interactive content and implement best practices to ensure community vibrancy and quality member-generated content• Served as key project manager, implementing multiple client projects at one time • Reported findings to senior leadership at client organizations in written and verbal form• Tracked community engagement, established metrics, and identified opportunities for growth