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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

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5 results in Reports

  • Manufacturing
  • Adele Sage
  • Customer Experience Management

  • For Customer Experience Professionals

    Report:Web-Phone User Experience 2010: PC Laptop Manufacturers

    Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms

    Adele SageMay 27, 2010

    Forrester applied its Web-Phone User Experience Review methodology to the experiences at four large PC laptop manufacturers: Apple, Dell, HP, and Toshiba. The results: Apple came out ahead, but the...

    • Downloads: 249

  • For Customer Experience Professionals

    Report:Best And Worst Of Website User Experience, 2010

    Lessons Learned From 35 Website User Experience Reviews Across Six Industries

    Adele SageFebruary 04, 2011

    In 2010, Forrester reviewed the website user experience of sites in six industries: banks (Canadian and US), discount retailers, health plans, marketing software vendors, PC laptop manufacturers, and...

    • Downloads: 1374

  • For Customer Experience Professionals

    Report:Best And Worst Of Website Experience, 2011

    Benchmarks: The Digital Customer Experience Improvement Playbook

    Adele SageJuly 11, 2012

    This report is an update to "Best And Worst Of Website User Experience, 2011" originally published on November 18, 2011. This report outlines how customer experience professionals can benchmark...

    • Downloads: 1730

  • For Customer Experience Professionals

    Report:Web Site Brand Experience 2010: Auto Manufacturers

    Forrester Applies Its Web Site Brand Experience Review Methodology To Five Top Sites

    Adele SageSeptember 02, 2010

    The multibillion-dollar auto industry features some of the most recognized brand names in the US, like Chevrolet, Ford, Honda, Nissan, and Toyota. But how good is the brand experience offered by...

    • Downloads: 494

  • For Customer Experience Professionals

    Report:Europe 2010: Fixing Known Usability Problems Pays Off

    Adele SageNovember 12, 2010

    Web site design case studies and consulting projects provide convincing evidence that when European companies fix known Web site usability problems — like those in Forrester's Web Site User...

    • Downloads: 259
 
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