Forrester Research

Analyst's Photo	Name and Title	Contact information
	Diane Clarkson Analyst

Research Coverage

Airlines, Business-To-Consumer eCommerce, Channel Design Strategies, Customer Experience, Email Customer Service, Financial Services, Hotels & Lodging, Retail, The Mobile Channel, Travel, eBusiness/eCommerce, eBusiness/eCommerce Adoption, eBusiness/eCommerce Best Practices, eCommerce Trends

Research Focus

Diane services eBusiness & Channel Strategy professionals. She focuses on how online customer service — including online self-service, email, chat, and social media — serve eBusiness goals.

Previous Work Experience

Diane came to Forrester through its acquisition of JupiterResearch, where she served as travel industry analyst. Diane's research has focused on how Web 2.0 can drive eBusiness goals including the need to make customers feel valued throughout their online experience, how social media's influence can support business goals, and how the current economic environment demands recrafting strategies.

Prior to joining Forrester, Diane had 10 years of marketing experience in the travel industry, working in Toronto; Melbourne and Sydney, Australia; and Helsinki. Her background includes senior positions in traditional and online travel retail and media companies with responsibilities including marketing, branding, customer service, product development, channel strategy, and business development.

Education

Diane holds an honors B.A. in history and labor management relations from the University of Toronto, Canada and an M.A. in marketing and public affairs, with a focus on the travel industry, from the University of Sydney, Australia.