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.

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33 results in Reports

  • Gene Leganza
  • For Enterprise Architecture Professionals

    Report:Information Strategies Move Center Stage

    Vision: The Information Strategy And Architecture Playbook

    A veritable flood of information coming from widespread digitization has created new opportunities and risks that business executives can't ignore. Forrester is seeing a dramatic uptick in the...

    • Downloads: 203
  • For Enterprise Architecture Professionals

    Report:Drive Coherence Across Your Diverse Information Architecture Landscape

    Landscape: The Information Strategy And Architecture Playbook

    The enterprise's ability to manage information strategically is becoming a high priority, but a coherent and comprehensive approach to information in the enterprise is a pipe dream for most...

    • Downloads: 107
  • For Enterprise Architecture Professionals

    Report:Let The Adjacent Possible Guide Your Information Strategy

    Strategic Plan: The Information Strategy And Architecture Playbook

    A new era of information agility is upon us that promises an explosion of opportunities similar to that of the dot-com boom period. But these opportunities are completely dependent upon an...

    • Downloads: 501
    • Comments: 1
    • Rating:
  • For Enterprise Architecture Professionals

    Report:Map Your Way To Your Information Strategy's Business Outcomes

    Road Map: The Information Strategy And Architecture Playbook

    One of the most difficult aspects of an information architecture (IA) practice is engaging stakeholders to buy into your strategy and contribute to your architecture development. The architect's best...

    • Downloads: 389
  • For Enterprise Architecture Professionals

    Report:The Top 15 Technology Trends EA Should Watch: 2011 To 2013

    An Empowered Report: High-Impact Technologies That You Should Track

    Forrester began summarizing technology trends last year to help enterprise architects create their organizations' technology watch lists. For this year's list of top trends, we've used the same...

    • Downloads: 6693
  • For Enterprise Architecture Professionals

    Report:Drive Information Strategy Performance Management With Capability Models

    Performance Management: The Information Strategy And Architecture Playbook

    As capability maps become the prevailing form for modeling business architectures, capability-based planning is growing into an effective practice to map organizations' general path forward....

    • Downloads: 240
  • For Enterprise Architecture Professionals

    Report:Case Study: BI-LO Directly Links EA Goals To Business Strategy

    For an EA team that succeeded in significantly reducing costs by virtualizing infrastructure technology, success is a two-edged sword: It boosts the credibility of the EA team but links architects to...

    • Downloads: 334
  • For Enterprise Architecture Professionals

    Report:Focus Your Information Strategy On Business Impact

    Executive Overview: The Information Strategy And Architecture Playbook

    Enterprise architecture (EA) professionals face the challenge of burgeoning business interest in maximizing the potential of new and existing information assets in the face of immature information...

    • Downloads: 434
    • Comments: 1
  • For Enterprise Architecture Professionals

    Report:Readiness Assessment For Information Strategy And Architecture Toolkit

    Developing a cohesive information strategy that can deliver on current and future business needs is challenging. Building an information architecture is a highly collaborative endeavor, and to...

    • Downloads: 60
  • For Enterprise Architecture Professionals

    Report:Best Practices: Starting Or Restarting An EA Effort

    Enterprise architecture (EA) continues to gain recognition as a key practice for maximizing the impact of business' use of technology. An effective EA practice can eliminate business-IT alignment...

    • Downloads: 883
  • For Enterprise Architecture Professionals

    Report:Assess Your Readiness For A Cohesive Information Strategy And Architecture Program

    Assessment: The Information Strategy And Architecture Playbook

    Information workers thrive or falter depending on their ability to get the information they need quickly and easily, with high confidence that it's the right information. Enterprises need to protect...

    • Downloads: 421
  • For Enterprise Architecture Professionals

    Report:Case Study: Logistics Company Aligns The Application Portfolio With Business Strategy

    A logistics company had grown through acquisition, and due to a narrow enterprise architecture (EA) focus, weak governance, and troublesome politics, its former EA practice was largely ineffective....

    • Downloads: 463
  • For Enterprise Architecture Professionals

    Report:Develop Business-Focused And Strategic EA Organizations

    Organization: The EA Practice Playbook

    This report outlines the organizational structures, roles, and skills you'll need to make sure that your enterprise architecture (EA) program is strategic, business-focused, and pragmatic. Building a...

    • Downloads: 847
    • Rating:
  • For Enterprise Architecture Professionals

    Report:The EA Road-Mapping Tool Kit

    Road maps have proven to be enterprise architects' most effective communication and planning artifacts. They are summarized planning documents with an implementation timeline, enabling the analysis...

    • Downloads: 66
  • For Enterprise Architecture Professionals

    Report:Treat Information As A Strategic Asset

    Business Case: The Information Strategy And Architecture Playbook

    Business cases to fund information management capabilities traditionally characterize information problems in ways that elicit little more than yawns from business executives. Data redundancy and...

    • Downloads: 772
    • Rating:
  • For Enterprise Architecture Professionals

    Report:Information Architecture Deliverables: What Matters Most?

    Five Artifacts Underpin An Effective Program

    Architects in any domain have no time to waste creating deliverables that wind up collecting dust on a shelf. Information architects, who have historically had a particularly difficult time engaging...

    • Downloads: 1360
  • For Enterprise Architecture Professionals

    Report:Metadata Architecture — EA's Key Contribution To The Industrialization Of IT

    Business pressures have forced IT management to begin applying formal management disciplines to the delivery of IT services. In the past decade we have seen the rise of portfolio and project...

    • Downloads: 1234
  • For Enterprise Architecture Professionals

    Report:Create KPIs That Show The Effectiveness Of Your Information Strategy

    Continuous Improvement: The Information Strategy And Architecture Playbook

    How effective is your information strategy? You can't answer that question without a comprehensive assessment process and key performance indicator (KPI) reporting mechanism that specifically targets...

    • Downloads: 273
  • For Enterprise Architecture Professionals

    Report:EA Road-Mapping Tool Kit Templates

    Road maps have proven to be enterprise architects' most effective communication and planning artifacts. They are summarized planning documents with an implementation timeline, enabling the analysis...

    • Downloads: 83
  • For Enterprise Architecture Professionals

    Report:Integrated BA And IA Artifacts Are Valuable — And Hard To Find

    Forrester's survey data shows that both business and information architecture practices are currently far less mature than enterprise architecture (EA) teams' technology and application architecture...

    • Downloads: 345
  • For Enterprise Architecture Professionals

    Report:TechRadar™ For Enterprise Architecture Professionals: Technologies For Empowered Employees, Q4 2011

    Tech-Empowered Staff Members Innovate While Enterprise Technology Manages The Risk

    Your employees — like your customers — have more power than ever before. Mobile, social, video, and cloud technologies give individuals tremendous access to information and resources....

    • Downloads: 1401
  • For Enterprise Architecture Professionals

    Report:Case Study: To Launch EA, Woodmen Focused Intensely On Clearly Defined Goals

    Smaller IT shops of fewer than 150 staff members have a hard time dedicating separate staff to strategic activity such as EA. But in any environment, goals and processes without owners are likely to...

    • Downloads: 280
  • For Enterprise Architecture Professionals

    Report:Information Architecture Planning Toolkit

    As business executives develop an appreciation for the potential value in their information assets, they're looking to architects to help them dramatically improve their information management and...

    • Downloads: 33
    • Comments: 2
  • For Enterprise Architecture Professionals

    Report:Case Study: Freescale Semiconductor Uses Data Services To Analyze Real-Time Data

    Advances in technology that enable real-time data integration and analysis raise the bar for organizations' in-house information management capabilities, but they can provide significant advances in...

    • Downloads: 310
  • For CIO Professionals

    Report:Industry Innovation: Insurance

    Technology Trends That Insurance CIOs Must Tap To Drive Growth

    Today's insurance CIOs are shifting their focus away from cost reduction to speed, flexibility, and innovation. As insurance buyers' habits change from face-to-face interactions with agents to...

    • Downloads: 1581
 
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