About Forrester
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Elizabeth serves Interactive Marketing Professionals. Her research focus is on emerging media including gamification, tablets, mobile, youth marketing, and interactive and social TV. She helps leading brands assess how and when to test emerging technologies and how to integrate emerging channels into the overall marketing mix. In addition, Elizabeth is proficient in social media and word-of-mouth marketing.
For more than ten years, Elizabeth's diverse interactive marketing experience has spanned agencies and midsize companies and has included work as an independent consultant. Most recently, Elizabeth was a consultant for Cisco Systems, assisting its corporate affairs marketing team with developing, implementing, and managing integrated social strategies. Prior to Cisco, Elizabeth was a senior associate at Zocalo Group, Omnicom's first sister agency to focus on social media and word-of-mouth marketing. Previously, she was the national marketing director for Aquent, the world's largest creative staffing firm. Elizabeth began her career in public relations at Ketchum, a leading global communications firm. She has been quoted in such media outlets as The New York Times, Businessweek, and The San Francisco Chronicle and speaks at leading industry events. Throughout her profession, she has been active in the Business Marketing Association, American Marketing Association, and Word Of Mouth Marketing Association.
Elizabeth holds a B.A. from the University of Colorado, Boulder.
Tools And Technology: The Customer Analytics Playbook
With the increased focus on data-driven marketing, few firms have the budgets, technology capabilities, or analytical skills to advance their analytics agendas internally, and they frequently turn to...
Organization: The Customer Analytics Playbook
A mature customer intelligence (CI) function needs optimized data processes, cutting-edge technologies, and the right analytics talent. Analysts add value to CI with their data-mining and...

Any big data or analytics conversation would be remiss without the mention of "data scientists." Much has been written about data scientists– who they are, who they should be, and...

Three Approaches For CI Professionals To Deliver Value
Few customer segmentation models deliver on their promise. Some drive organizational strategy and profitability, while others live as glossy reports on the CMO's shelf. Segmentation that merely...
Forrester posits a customer intelligence (CI) quotient with three levels of maturity: functional intelligence, marketing intelligence, and strategic intelligence. At the highest maturity level, the...
Processes: The Customer Analytics Playbook
Marketers continue to emphasize acquisition and are willing to take the risk of acquiring customers with low long-term profitability. While retention efforts typically enjoy the spotlight in an...
Customer segmentation has featured in the marketing tool kit for a long time as a means to understand customers and develop targeted communications. Customer Intelligence (CI) professionals use...

Companies adopt advanced analytics tools and techniques to convert data into intelligence and drive key customer-facing business decisions. We see that customer intelligence (CI) professionals...
Why Customer Intelligence Pros Must Collaborate With Interactive Marketers
The emergence of data management platforms (DMPs) as a technology that serves the audience segmentation and targeting needs of interactive marketers has wide implications for Customer Intelligence...
The deluge of customer data shows no signs of abating. The perpetually-connected customer leaves data footprints in every interaction with a brand. This presents tremendous opportunities for...
The real-time buzzword is back. Marketers, vendors, and service providers use this term in a variety of scenarios to describe technologies, analytics, customer service, and processes. The hype around...
Benchmarks: The Customer Analytics Playbook
The customer data explosion shows no signs of abating. Companies need strong customer analytics capabilities to get a handle on customer data and make meaningful decisions based on analytical...

Landscape: The Customer Analytics Playbook
The analytics conversation is now front and center for marketers, thanks to the real estate that big data enjoys in mainstream media. As a result of this buzz, customer analytics practitioners who...
Rarely do moments like this occur. Last week, while watching the evening news (yes, I still watch news), I was horrified by the continued coverage of the cruise ship disaster in Italy. But, while...
I’m excited to announce that our new research on how firms use customer analytics was just published today. The new research reveals some interesting findings: Customer analytics serves...
How Six Vendors Stack Up In A Mature Yet Changing Market
In Forrester's 70-criteria evaluation of customer analytics vendors, we identified the six most significant software providers — Angoss Software, FICO, IBM, KXEN, Pitney Bowes, and SAS —...

A Decision-Making Framework For Lifetime Value Analysis
Customer lifetime value (CLV), a forward-looking indicator of customer profitability, became common parlance as relationship marketing gained momentum. However, calculating CLV remains a significant...

Analytics and creativity are seldom used in the same sentence. The natural instinct is to delineate the two as left-brain and right-brain pursuits. Analytics and creative teams speak different...
I was intrigued by the recent announcement that MasterCard and Brighter Planet were teaming up to mine carbon emission data based on corporate cardholder data. This announcement got me thinking about...
Customer Intelligence (CI) professionals invest in data-mining, predictive analytics and modeling tools and technologies to make sense of the deluge of data. In the past, they've had to adapt...
Vision: The Customer Analytics Playbook
With the growing importance of customer intelligence (CI) in organizations, the role of analytics to extract insight and embed it back into organizational processes is at the forefront of business...

In the future, consumers will manage their data through a concept that Forrester calls personal identity management (PIDM). Customers' control over their data affects the analytics performed on that...