CLIP THIS INQUIRY

Select a group :

Group Name
Create New GroupClip

Diane Clarkson

Sr Analyst serving eBusiness & Channel Strategy PROFESSIONALS

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.

Previous Work Experience

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.


Education

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.

Research Coverage:

B2C eCommerce, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, Email Customer Service, Mobile Channel for Consumers, Multichannel Customer Experience, Packaged Applications, Twitter, eCommerce, eCommerce Adoption

Refine your results

Date Range

Role

Methodology

Analyst

Topics

Industry

Region

Vendor

21 results in Everything

  • Information Management
  • Healthcare & Life Sciences
 
Loading...

Browse

About Forrester

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

Roles We Serve

Forrester supports leaders in 13 roles across three distinct client segments: Business Technology, Marketing & Strategy, and Technology Industry.

Analysts & Coverage Areas

Aligned to your professional role, Forrester's analysts are experts in the specific technologies, issues, and trends currently impacting your business.

Research
Latest Reports
Playbooks
Charts & Figures
Forrester Waves
Planned Research
Data
Consumer Data
Business Data
Events
Forums
Webinars
Workshops
Tools & Templates
Vendor Selection Aids
Best Practice & Self-Assessments
Models & Calculators
Document Templates

Forrester Leadership Boards

Fresh thinking and collaborative problem-solving through an unmatched combination of peer networking, forward-looking analysis, and professional guidance.

Consulting

Our expert analysts provide custom research-based frameworks to guide you through each phase of your critical business initiatives from identifying opportunity to optimizing results.

Community

Connect with peers and analysts, share your views, and ask questions on key business issues.

Blog

Forrester analysts weigh in on the latest business and technology news.

  • BROWSE
  • Register
  • Call +1 617.613.5730
  • Cart