Su Doyle

Commander
DISC Type : D

Principal Analyst, Customer Experience at Forrester

Greater Boston, United States

Overview

Su Doyle is a Principal Analyst at Forrester, specializing in accelerating CX transformation for B2B, Financial Services, and Utilities clients. She advises executives on embedding customer-centricity to drive loyalty and profitable growth. People often describe her as passionate, innovative, and a visionary strategic thinker, with a B. S. from The State University of New York.

Outside of her professional life, Su has a passion for classic films, often attending the TCM Classic Film Festival. She follows the weather as a hobby and has expressed a preference for supporting independent artists. Her social media activity suggests an interest in current events and politics.

She serves as a board advisor to startups in Augmented Reality, IoT, AI, and Game Design.

Personality Overview

Candid & Clear

Very Quick

Risk-Taker

They respond better to strong and respectful interactions.  They are not always relationship oriented. They take a lot of pride in personal achievements.

Topics They Care About

CX Business Impact
Frequently speaks on the importance of connecting customer experience initiatives directly to business outcomes like revenue, cost savings, and resilience.
B2B CX Strategy
A core area of her research, focusing on building loyalty and growth within B2B industries by improving customer experience.
Stakeholder Management
Advises CX leaders on identifying, prioritizing, and effectively engaging with internal stakeholders to drive collaboration and success.

Media Appearances

Episode 273: Customer Experience at NASA. Featured in Forrester – The CX Cast

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435: CX And CS: Collaboration For Business Outcomes. Featured in Forrester – CX Cast Podcast

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B2B Firms Win By Putting Customer‑Obsession Vision Into Action. Featured in Forrester Blog

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Work History

4-2025
Principal Analyst, Customer Experience at Forrester
7-2022 - 5-2025
Senior Analyst, Customer Experience at Forrester
1-2021 - 6-2022
Executive Partner and Senior Analyst, Customer Experience at Forrester
1-2020 - 1-2021
Principal Advisor, CX, Product, Marketing and Sales Enablement Executives at Forrester
12-2017 - 1-2020
Senior Advisor, CX, Product, Sales Enablement and Marketing Leaders at Forrester

Education

B.S. from The State University of New York

More Information

Social Presence :

Prographics :

Exp : 28 Location : Greater Boston, United States Job Level : Senior Designation : Principal Analyst, Customer Experience at Forrester
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Insights For Selling To Su

During A Call Or A Meeting

DO's

  • Hold your ground without indulging in one-upmanship
  • Use phrases like ‘it’s your decision’, ‘strategic impact’ etc.
  • When negotiating terms, help them build an impression that they are the ones calling the shots

DONT's

  • Don't try too hard to forge relationships with them
  • Avoid being too verbose
  • Don’t be in a rush to invite them for a social meet and greet

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Su is

  • Conviction around the impact matters the most to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Su

  • If they are not convinced, they will say no without any hesitation.

Insights For Deal Planning

    How fast (or slow) will Su move?

  • They can reach decisions fairly quickly if they are convinced.
  • Can Su take some risk or not?

  • They don’t mind risks but can be quite binary about them.

You And Su

Personality Compatibility


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