About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Gene provides research and advisory services that address the needs of Enterprise Architecture Professionals. Gene has been researching best practices in making enterprise architecture programs effective since 1999 and focuses on helping clients implement a pragmatic approach to EA that has clear value to business and IT leaders.
Gene has more than 25 years of IT experience, including enterprise architecture planning, infrastructure architecture, IT management, performance management, capacity planning, product strategy, and application development. Gene came to Forrester through its acquisition of Giga Information Group. Prior to joining Giga, he was director of infrastructure architecture and capacity planning at John Hancock Financial Services in Boston. Previously, he held senior IT positions at First Data Corporation and Fidelity Investments and development and marketing management positions at leading software firms.
He has published dozens of papers on various topics and has spoken at a variety of conferences in the US and abroad.
Gene earned a B.A. in psychology and music from Wesleyan University in Middletown, Connecticut.
One of the pillars of crafting an “ideal customer service experience” is to offer a consistent service experience across the communication channels that you support. So what does this...
Design Around User Roles, Not Application Silos
In the siloed application mindset of 20th-century solution models, a key design question is, "How should we build the user interface (UI) for this application?" By contrast, the appropriate design...

Developers are driving cloud computing in new directions and toward deeper enterprise adoption. We see a new pragmatism in our research: Developers favoring collections of cloud-based...
10 Questions You Should Ask Prospective Developers
High-performance software development organizations get that way because of their culture. One of the most important ways that frontline managers can help evolve a culture toward high performance is...
What are the best practices for ensuring that requirements/knowledge in software development is passed along to the next team? We encounter this problem with every single project because the...
The New Web Platform For Customer Engagement And Much More (Part 1)
The Web is moving on to a new era of openness, mobility, and digital business. The open Web is a platform built on HTTP (the fundamental web protocol), a new generation of HTML, dynamic languages,...

Tool Up, Lean Out, And Deliver More Often To Drive Business Agility
Agile adoption continues to grow, but organizations will not be able to harness the benefits of business agility without adding additional approaches to Agile. Forrester has observed three additions...
Cloud computing will bring demand for elastic application platforms. Promises that cloud computing can save money and reduce time-to-market by automatically scaling applications (either up or down)...
Organization: The Business Intelligence Playbook
Earlier-generation business intelligence (BI) support centers — organized along the same lines as support centers for all other enterprise software — fall short when it comes to taking...
While the increasing capability of tools to cross integration silos is a significant development, the main thrust behind holistic integration efforts inside of enterprises should be focused on...
We live in a world of increasing complexity: an increasing number of communication channels, an explosion of social data, the intertwining of sales, marketing, and customer service activities, and a...
What’s the correct ratio of web content management software license price to implementation cost? Clients frequently ask us some variation of the ratio question. As they try to do more with...
Ten Trends Drive Planning For Service And Support Process Transformation
Organizations of all types strive to differentiate themselves through delivering an outstanding customer experience. Customers know what good service is and demand it from each interaction they have,...
BI projects are never short, and, alas, many of them don't end since a fast-paced business environment often introduces new requirements, enhancements, and updates before you're even done...
Forrester analysts Stephen Powers, Ron Rogowski, and I collaborated on this research. Digital customer experience has become a key business differentiator, and application development and...
There’s a huge graveyard of failed customer service software implementations, and still others are on life support due to the basic fact that they are not usable. Think of...
Knowledge management for customer service has always been a difficult proposition. It’s not that knowledge management fails to work; it does its job well, as proven by the numerous case studies...
Twenty Solutions For Delivering Differentiated Experiences
Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor...
EAPs Ease Delivery Of Elastic Apps, Smoothing A Path To Cloud's Benefits
Promises that cloud computing can save money and reduce time-to-market by automatically scaling applications (either up or down) oversimplify what it takes to develop application architectures to...
Next week, I will present first results of Forrester’s 2012 global banking platform deals survey. A total of 28 banking platform vendors submitted their 2012 deals for evaluation. One year ago,...
For many companies, customer service is a cornerstone of their customer experience strategy. It’s an area of increasing importance because: Good customer service experiences are good for...