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

Tim serves Application Development & Delivery Professionals. He leads Forrester's research on intranets/employee portals and the emerging next-generation information workplace, as well as portal server technologies and globalization practices, including machine translation. Tim also covers web content management and Microsoft SharePoint as a content and collaboration platform.
Tim comes to Forrester with a powerful combination of experience in teaching, advising, and software marketing and strategy. Most recently, he was director of international marketing and strategy for FatWire, a leading WCM provider, where he managed all marketing, competitive intelligence, and vertical market programs outside of North America. Earlier, Tim was a professor at the University of Rochester and New York University.
Tim has a B.A. in political science from Oregon State University and a Ph.D. from the Humanities Center at Johns Hopkins University.
Landscape: The Digital Customer Experience Improvement Playbook
Digital touchpoints support an increasingly large percentage of the overall customer experience. 2012 saw the emergence of several important digital customer experience trends that will gain momentum...

Landscape: The Digital Customer Experience Improvement Playbook