About Forrester
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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.
My “Stuck in Cement” research is up on Forrester.com today. I have to say, I really wrestled with the title. It’s just incorrect to say “stuck in cement,” because...
Taming The Insurance Claim Experience
At its highest level, a business process is any activity that helps an enterprise achieve its goals. In insurance, industry-specific applications form the transactional backbone of claims processing;...

Business Process Improvement Also Requires Improved Content Management
Over the past two years, we have synthesized best practices for developing an enterprise content management (ECM) strategy from 20-plus in-depth ECM strategy reviews, numerous workshops, and more...

I recently finished reading Moneyball, the Michael Lewis bestseller and slightly above-average Hollywood movie. It struck me how great baseball minds could be so off in their focus on the right...
A Roundtable Discussion With Forrester Analysts
Customers have more power today than ever before. They have tremendous influence and reach through social media, more options and choices of whom to buy from, and high expectations about customer...
WaterWare will add more software development and consulting services to Xerox which is always a good thing but more importantly, WaterWare has the Aquifer EHR electronic...
Forrester is conducting a deep dive into dynamic case management usage by interviewing 50 companies implementing these solutions and evaluating 10 dynamic case management (DCM) platforms...
We are seeing firms migrating away from traditional IT-centric approaches. Why? They have to: Customers are now empowered — and companies are not. So you have to ask yourself a few...
Vendors Move Toward Mature Service Offerings
If you think capture and imaging is old technology, you're correct; it has been around for more than twenty years. But there are still a lot of paper-based processes out there, and Forrester clients...
The answer is a simply no. I’m finding that enterprise architectures are not well-grounded in this emerging area. Many enterprise architects, and particularly those who focus on...
Open Text today announced that it has acquired StreamServe, a provider of customer communication management solutions. The acquisition will add a missing piece from the OT...
No Waiting, Happy Customers, And Better Compliance
Electronic signatures are gaining momentum among businesses of all shapes and sizes due to accelerating consumer technology and the need to reduce both transaction costs and the time to close...
Document processing services (DPS) encompass a diverse set of specialized services, such as capture, printing, and office fleet management, for document-intensive business processes. Three distinct...
I must be direct. I never got the hype about social business process management (BPM). Sure, it's great to collaborate better when creating process models. No group could use more help...
Segment E-Signature Use Cases To Help In Your Selection
Electronic signatures are gaining momentum due to accelerating consumer technology and the need to reduce both transaction costs and the time to close business. But despite increasing customer...
Forrester recently conducted a deep dive into dynamic case management (DCM) usage by interviewing 50 companies implementing these solutions. Concurrently, we evaluated 10 DCM platforms for the...
Benchmarks: The Business Architecture Playbook
Strategic change initiatives are proliferating in organizations. To facilitate execution of these initiatives, firms are investing in business architecture (BA) to help assess and plan them —...
OpenText is at it again — and another independent BPM provider is gone. This time it’s Global 360. But Global 360 was more than BPM; it had done a good — no, great — job...
Oracle EBS And Sterling Commerce Lead, With SAP, Oracle Siebel, And Microsoft Close Behind
In Forrester's 112-criteria evaluation of order management hub (OMH) vendors, Oracle E-Business Suite and Sterling Commerce led the pack among the Leaders because of their ability to support both...

Vendors Target Interactive Use Cases And Corporate Solutions
In Forrester's 36-criteria evaluation of document output for customer communications management (DOCCM) vendors, we found improved product capabilities to support structured, interactive, and...
Ask Hard Questions About Business, Process, And Technology Best Practices
Business process pros live at the intersection of business and technology and bring process methodologies, business knowledge, and technology insights to business transformation initiatives. Finding...
Pegasystems And IBM Lead, With EMC, Appian, Singularity, And Global 360 Close Behind
In Forrester's 57-criteria evaluation of dynamic case management (DCM) vendors, Pegasystems, IBM, EMC, Appian, Singularity, and Global 360 led with the most dynamic, visionary platforms. Pegasystems...

Future Look: The Business Process Management Playbook
Enterprise architects leading business process management (BPM) excellence initiatives live at the crossroads of business strategy and process execution, providing BPM insights to technologists and...

KANA Software is acquiring Sword Ciboodle — a Scottish case management and BPM company and a strong performer in Forrester's 2011 Wave™ on dynamic case management. The Ciboodle...