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.
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...
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...
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...

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...
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...
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....
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...
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...
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...
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...
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...
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....
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...

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...
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...

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...
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...
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...
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...
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...
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....
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...
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...
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...
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...