About Forrester
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Margo is a vice president and principal analyst serving Application Development & Delivery Professionals. She is a leading expert in software delivery, focusing on the areas of project management, project portfolio management and PMOs, covering both Agile and traditional methodologies. In addition to her work as a Forrester analyst, she speaks frequently at industry events such as Project World and PMI World Congress. For the last three years, Margo has been on the panel of selecting judges for PMO of the Year.
Margo has 25 years of experience in IT, developing and implementing QA, and project management organizations. Most recently, she was global industry market manager of the public-sector/aerospace and defense markets for Primavera Systems, a leading provider of project portfolio management tools, where she was responsible for developing an integrated go-to-market strategy for Primavera's suite of products. She was a regular contributor to industry trade magazines such as Contract Manager and spoke at industry conferences such as the Project Management Institute's program management and earned value conferences. Margo was also an assistant vice president at BHC (now FiServ) Securities, where she was responsible for creating project office and quality assurance organizations, which managed the IT portfolio and the implementation and testing of the company's client/server and Internet trading systems. Prior to working for BHC, Margo was manager of quality assurance for ADP-BISG, where she was responsible for developing a new testing methodology for ADP's flagship front-office product, Power Partner, as well as other leading-edge brokerage front-end systems. She also led a testing team that was instrumental in the project rollout of almost 25,000 client desktops. Joining Giga Information Group in 1999 as a senior analyst in the project management and QA markets, prior to Forrester's acquisition of Giga, she rose to the role of research director.
Margo attended Rutgers University in Camden, N.J.

Executive Overview: The Digital Intelligence Playbook
The volume and complexity of digital interactions with customers cause analytics challenges for marketers. The conventional web analytics approach cannot keep up with the explosion of channels,...

Performance Management: The Customer Loyalty Playbook
This report outlines Forrester's performance management solution for customer intelligence executives working on driving customer loyalty. Measuring the performance of loyalty programs remains a...
Vision: The Cross-Channel Attribution Playbook
Today's customers interact with brands via a wide variety of touchpoints and at different stages of the brand life cycle. But companies measure campaign success using last-touch methods that fail to...
Over the past year, marketers have made the shift from learning about the meaning of gamification to incorporating it into their strategies. But so far, the results have been mixed, as the...
In the age of the customer, the old rules and standards of database marketing will be the downfall of traditional retailers. While financial services, travel, and a handful of cutting-edge merchants...
But The Process Perspective Is A Work in Progress
Customer experience optimization is key to business success in all industries. Business process pros must balance process skills, execution best practices, and a growing set of tools for behavioral...
Marketing And Partnering For Support/Service Excellence
Forrester's research shows that customers rank technical support at or near the top of their criteria for both vendor and product consideration. Yet the support experience in the tech industry is...
Segmentation has always served as a core underpinning of traditional marketing. The benefits are myriad and well understood by those in the offline world. The very recent advent of the data...
Organization: The Cross-Channel Campaign Management Playbook
Customers, empowered by always connected digital devices, can engage with brands at any time, from any place, and at any point within the customer life cycle. To respond with relevance in real time,...
The Dual Nature Of eBusiness Requires A Multidimensional Organizational Structure
Creating the optimal eBusiness organizational structure is one of the biggest challenges confronting eBusiness executives at financial services firms today. As both a channel and an enterprise...
Although social media gives interactive marketers the opportunity to gather more data than ever about customers, few marketers use this data to improve the performance of their email marketing...
Business Case: The Customer Loyalty Playbook
Loyalty technologies play a central role in the execution and differentiation of customer loyalty programs and, more specifically, in driving consumer participation in a program across channels...
