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

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...
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...
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...

Organization: The Information Strategy And Architecture Playbook
This report outlines the organization element of the information strategy and architecture playbook for enterprise architecture (EA) professionals. The definition of the information architect role...

Tools And Technology: The Information Strategy And Architecture Playbook
Enterprise architects carry the heavy responsibility of planning for elaborate implementations of complex technology. They must weigh the implications of the plans for all of the related architecture...

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...