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Nicole Togno

Director, Customer Experience

As Director at Fors Marsh Group (FMG), Dr. Nicole Tognois responsible for leading FMG’s customer experience research practice, which focuses on improving organizational processes, business solutions, and experiences of customers, employees, and citizens. Dr. Togno has extensive experience in the design and execution of rigorous mixed-method studies that drive solutions to formidable social and organizational challenges. She specializes in human-centered design and the application of utilization-focused evaluative frameworks that support evidence generation and use. Her social science research and program evaluation expertise has led to more effective research communication, improved practices that meet societal needs in a better way than existing solutions, and the creation of experiences that make lives easier, healthier, and more productive. Her past clients include the U.S. Department of Education (ED), the National Science Foundation (NSF), Consumer Financial Protection Bureau (CFPB), the U.S. Army, and non-governmental clients such as Facebook and Nielsen. 

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