Kelly Shreve is a fashion merchandising and economics graduate from the University of Massachusetts, with a certificate in CX Foundations from Forrester Research, Inc. For over 27 years, Forrester has been providing business and technology leaders with pragmatic and forward-thinking advice, and Kelly is currently a Customer Success Manager at the company. Before joining Forrester, Kelly worked as a Senior onDemand Sales Representative and Team Lead at Lionbridge and as a summer worker at Abbott.

Kelly's expertise includes crafting CX vision, building customer-centric culture, conducting CX research, journey mapping, measuring CX, and telling the ROI story.