About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

As a senior analyst, Claire supports Application Development & Delivery Professionals. She covers the strategy and technology associated with talent management, including performance, succession planning, formal and informal learning, and recruiting. She also researches the effect of retiring workers and the new generation of workers on human capital management and development.
Claire has more than 25 years of experience in education, management, and consulting. She came to Forrester through its acquisition of Giga Information Group. Prior to joining Giga, she assisted organizations in creating the vision, development plan, and policy for HR departments working with educators and community members. She also developed and produced eLearning courses for educators.
Previously, Claire directed and managed math and science technology training institutes at Lawrence Hall of Science, University of California, Berkeley, which assisted educators in integrating technology into the public school curriculum. She also evaluated computer and video coursework and produced video programs.
Additionally, Claire served as director of Instruction Television Service for KQED in San Francisco. She developed the broadcast service for schools, advised administrators, and produced educational programs for children and adults.
Claire holds a B.S. from Bridgewater State College and an M.S. in education from Northeastern University. She has completed doctoral work in elementary education at the University of Illinois at Urbana-Champaign.
Ten Trends Drive Planning For Service And Support Process Transformation
Organizations of all types strive to differentiate themselves through delivering an outstanding customer experience. Customers know what good service is and demand it from each interaction they have,...
The Business Impact Of Customer Experience
Business process professionals supporting customer-facing processes are often challenged to make the business case to their executive leaders that investing to improve the customer experience is a...

Turn The Odd Couple Into The Power Couple
Selecting a digital experience service provider is a complex and stressful task. In many cases, marketing teams select the service providers and oversee product selection, leaving IT to support and...

SDL And Adobe Lead The Way To Customer Experience Management (CXM)
The web content management (WCM) market is in transition. Functionality to enable publishing to the Web — whether internally or externally — has become commoditized. Yet now, the WCM...

Assessment: The Digital Experience Delivery Playbook
This report outlines for IT professionals more than 100 essential practices for organizations looking to deliver their digital experience transformation strategies. It asks questions such as: Do you...
Executive Overview: The Digital Experience Delivery Playbook
Digital customer experience has become a key business differentiator, and application development and delivery (AD&D) leaders of front-office, web, mobile, and digital development must step up to...

Assessment: The Contact Centers For Customer Service Playbook
This report describes the best practices assessment framework that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer service...

Strategic Plan: The Mobile App Development Playbook
In the past year, we've handled more than 200 client inquiries regarding what technology approach best suits mobile app development needs. The most common question we field is: "Should we go with a...
What Is The Right Customer Experience Strategy?
Most companies lack a customer experience strategy. As a result, their leaders struggle with decisions about funding and prioritizing projects meant to improve the customer experience at the...
To help business process professionals supporting customer service make smart decisions and navigate the complex contact center technology landscape, Forrester surveyed 75 companies to understand the...

Executive Overview: The Contact Centers For Customer Service Playbook
Customers increasingly demand experiences that include self-service options, real-time responses, mobile capabilities, and social interactions. But customer service executives face the constant...

What Social CRM Means To Customer Intelligence
Social-sourced customer intelligence is a never-ending gusher. It's also a potential choke point in your social CRM strategy. Considering the scalability requirements, business process professionals...
Which Customer Experience Strategy Is Right For Your Firm?
Do you know your firm's customer experience strategy? Application development and delivery professionals must clearly understand customer experience strategy to be able to deliver the right software...

Strategic Plan: The Digital Experience Delivery Playbook
Digital customer experience is the next big opportunity for application development and delivery (AD&D) professionals. Business leaders responsible for marketing, sales, and support need advice and...

Start Small And Keep An Eye On The Breadth Of Your Future Mobile Scenarios
User authentication is a key foundation of security for mobile apps — as it is for application security in general. Determining which authentication approach to use for your mobile solution...

An Empowered Report: Part 1
A customer relationship management (CRM) highly empowered and resourceful operative (HERO) is anyone who takes the initiative to apply technologies creatively within business processes to make the...
Measuring the success of your customer service operation is difficult. Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational...
Tools And Technology: The Digital Experience Delivery Playbook
Systems that support digital experiences present challenges to tech buyers, who are discovering a vast and immature market. Application development and delivery (AD&D) professionals face a...
