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

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.
In Q3 2010, Forrester Research and the International Institute of Business Analysis (IIBA) partnered to survey 1,461 business analysts (BAs), systems analysts, software requirements engineers, and...
This set of data charts, taken from the November 2010 Global master Data Management Online Survey, analyzes data from 134 MDM-savvy IT professionals in five distinct industries-- healthcare; the...
Baseline Spending Allocation Figures For Comparison
During this time of year, Forrester receives a large number of requests for information about IT budget allocations. As CIOs and their planning teams engage in creating next year's IT budget, it is...
How IT Will Forge Lasting Relationships With Process Owners And Process Teams
Business process transformation requires an unprecedented level of collaboration among business owners, process teams, and IT, three groups not accustomed to working together. IT usually limits...
Our Q4 2011 Business Decision-Makers Survey Shows CIOs Under Pressure
During October and November of 2011, Forrester surveyed 3,534 business decision-makers in North American and European enterprises regarding their business priorities (and views of IT priorities),...

Results, not products, differentiate vendors in the eyes of executives.Executives assign strategic supplier status to vendors that are willing and able to align in substantial, not superficial, ways....
Improving Economic Prospects Create Upside Potential
CIOs care about tech market trends for three reasons: 1) to understand how much other firms are spending on information and communications technologies (and where); 2) to determine where they ought...

US Tech Spending Growth Will Maintain A Mediocre 4% To 5% Pace
This report details Forrester's projections of tech market growth in the US. We have reduced our forecast for 2012 growth in the US tech market from our April projections of 7.5% for total US...
EA's Top Focus: Overcoming Long-Standing Obstacles
Forrester's "State Of EA 2010" report shows consistent themes and incremental progress by the enterprise architecture (EA) function in most firms. EA leaders are part of senior IT management and have...
Charles Newhouse, head of strategy and design in the enterprise IT services group at BAE Systems in the UK, felt that IT's traditional quarterly operational reports were not serving IT or the...
Economic Worries Lead Canadian CIOs To Cut Back ICT Purchases
Canada's CIOs and tech buyers are behaving as if Canada is heading for a recession — and it's not. Indeed, while the Canadian economy is growing at about the same 4% rate (at current prices) as...
Three Firms Achieve Tangible Results
Companies depend on innovation to sprint out of the current economic doldrums and to return to profitability and growth. Innovation is a discipline with established best practices, needed skill sets,...
Strategic Planning Forrsights For CIOs
CIOs are under more pressure to do more things, do them faster, and do them with less money than ever before. This has made the IT budget process increasingly stressful and often contentious, as...

The Big Dragon's IT Spending Will Slow Down In 2012
The European debt crisis has gradually begun to affect China, slowing economic growth in the country in the first half of 2012. To reflect this, we've revised our China tech market forecast and...

We Forecast 6% ICT Spending Growth For Both Years
US CIOs remain torn between their need to invest in new mobile, cloud, and smart technologies and their fear of encountering economic doldrums (or worse). Over the past two and a half years, these...
Why And How To Shift From Incremental Improvement To Transformation
Business executives expect the CIO to help continuously improve processes by implementing major software suites, developing new apps, or enhancing existing processes. Spurred by the great recession,...

Caterpillar has encountered a dramatic shift in the buying process as its customers move to digital channels to learn about and support construction equipment. While reinforcing its traditional...
Technology Vision: The BT Strategic Planning Playbook
Technology is the foundation for the CIO's contribution to the success of the enterprise. And it is the dream of most CIOs that they partner with business organizations to co-create a business...

The business world has long known and relied upon mentoring as a proven technique for developing in-house talent. Today, mentoring is experiencing a resurgence because business leaders not only...
Technology Vision Toolkit: The BT Strategic Planning Playbook
This toolkit is a companion to the "Track Tech Trends That Influence Business Strategies" report from the BT Strategic Planning playbook. It presents a simple yet effective tool for targeting...
SMBs' Tech Buying Outpaces That Of Enterprises Or Consumers, But The Situation Will Reverse In 2013
For CIOs, understanding trends in the broader tech market is useful, but even more useful is information on trends for companies of their size and in their industry. With IT consumerization or...
These data charts present the results of Forrester's 2011 BPM Center Of Excellence Online Survey.
Ideation: The Innovation Playbook
Innovation is the number-one challenge for CEOs. And CIOs are increasingly asked to help solve the challenge by supporting innovation across the enterprise with new technology. The problem is that...
