Speaker Biographies
Mary Pilecki
Forrester Research
Research Focus
Mary is a senior analyst whose research focuses on processes and technologies for retail financial services institutions. Her coverage includes business process management (BPM) and customer relationship management suites as tools to improve the customer experience across all channels. Mary is currently focusing on the technology and processes for optimizing sales and service delivery in the human-centric channels.
Previous Work Experience
Prior to joining Forrester, Mary was principal product manager at a BPM software firm and spent more than 20 years at leading banking institutions such as FleetBoston Financial (now Bank of America) and BayBank. As senior vice president at FleetBoston, she managed process and technology for the retail bank and developed delivery strategies for high-value customer segments. Her experience also includes contact-center development and management, as well as branch sales and service management.
Education
Mary holds a B.A. from Wellesley College and an M.B.A. from Babson College.