Senior Analyst, Forrester

Shalika Fernando is the Manager of Forrester’s CX Index team. She specializes in Forrester’s Customer Experience Benchmark Survey data and methodology, and works with clients to improve their metrics by pinpointing areas of opportunity within their brand, competitors and industries.

Previous Work Experience

Before joining Forrester, Shalika was a CX Senior Consultant at Online Education Services, an education tech company that worked with Australia’s top universities. She was part of a team that collaborated with academics and university directors to re-imagine the student experience during and immediately after the enrolment process. Prior to this, she worked in a similar capacity with the Australian Defense Force where she was tasked with analyzing application and retention trends of enlistees in the Army, Navy and Air Force

Education

Shalika has a double degree in Science and International Studies from Monash University, a Masters of Sustainable Business from Griffith University and a Graduate Certificate of Data Analytics from the University of New South Wales.