Jonathan Browne

Jonathan Browne is Director of Customer Experience Management consulting at mct inc. – a human-centered research and design company with offices in Tokyo and Osaka, Japan.

Jonathan Browne has been helping large companies to develop and implement programs to solve their Customer Experience challenges since 2006.

As a senior consultant with Forrester Research’s Customer Experience & Marketing consulting team, Jonathan managed projects with clients across a wide range of industry sectors (including B2C and B2B financial services, online and offline retail, healthcare, travel and hospitality, logistics, high tech., oil and gas) to transform their capabilities to manage complex customer experience ecosystems, and improve their approaches to customer understanding, customer experience measurement, and design.

Before becoming a consultant, Jonathan led Forrester’s research on customer journey mapping, personas, and interactive design agencies. In 2014, he launched Forrester’s Customer Experience Index in Europe. He also wrote research on best practices of companies creating ground-breaking digital experiences through mobile and social channels.

Jonathan is equally comfortable helping business leaders with strategic customer experience initiatives and doing hands-on qualitative research, customer journey mapping, and co-creation facilitation. He is a flexible thinker and a capable speaker, who can engage with audiences from senior executives to front-line employees. He has spoken at industry events in the US, Asia, Europe, and Africa and has been cited in publications including Forbes, The Economic Times (India), Nikkei BP, and thisismoney.co.uk. He has written articles for Nikkei Information Strategy magazine, Web Tantosha (Web Manager) magazine, and other publications.

Jonathan graduated from Cambridge University with a degree in Japanese studies, and he has lived in Japan for over 14 years. He established a Tokyo office for Forrester Research in 2000 and he was a founding member of Japan’s nonprofit Persona & Customer Experience Association. He is fluent in English, French, and Japanese, and speaks conversational German.