Diane serves eBusiness & Channel Strategy Professionals. She focuses on how online customer service — including online self-service, virtual agents, email, chat, click-to-call, and social media — serves eBusiness goals by providing service and support, increasing sales, reducing operational costs, and improving customer satisfaction. Her online customer service research focuses on understanding consumer behavior and preferences, strategy development, and implementation best practices.
Diane has been quoted in media outlets including CNBC, CRM, Internet Retailer, The Wall Street Journal, and The New York Times.
Diane came to Forrester through its acquisition of JupiterResearch, where she served as a travel industry analyst focusing on how Web 2.0 can drive eBusiness goals.
Prior to joining Forrester, Diane had 10 years of senior marketing experience in the travel and publishing industries, working in Toronto; Melbourne and Sydney, Australia; and Helsinki. Her background includes senior positions in traditional and online travel retail and media companies, with responsibilities including marketing, branding, customer service, product development, channel strategy, and business development.
Diane holds an honors B.A. in history and labor management relations from the University of Toronto and an M.A. in marketing and public affairs from the University of Sydney, Australia.