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

Sharyn serves CIOs. She leads Forrester's research into IT leadership, with a focus on the emerging world of business technology (BT). Sharyn delivers strategic guidance, helping enterprises identify best practices and identify vendors and technologies that help drive business success. Her current research agenda includes enterprise application strategies as well as IT planning processes and technologies. She also maintains a research interest in business process management (BPM); RFID; and other emerging technologies in consumer-driven and manufacturing industries such as life sciences, healthcare, and consumer products. In addition, Sharyn was a key contributor to the development of the Forrester Wave™ methodology to help clients accurately assess key vendors in a given technology-focused market.
Before joining Forrester, Sharyn spent several years as a consultant and project manager for Clarkston Consulting, a full-service professional services firm. She was responsible for the delivery of vendor selection and implementation projects involving SAP and other ERP applications, integration technology, and enterprise portals.
Sharyn holds a B.S. in computer information systems technology from Purdue University.
Assessment: The Communications And Collaboration Infrastructure Playbook
This report provides Forrester's maturity assessment for infrastructure and operations (I&O) professionals responsible for their firms' communications and collaboration infrastructure. I&O leaders...
For both back-office and contact center spaces, what are the trends in voice technology for remote workers?
Strategic Plan: Communications And Collaboration Infrastructure Playbook
This report outlines Forrester's solution for IT infrastructure and operations (I&O) leaders developing a communications and collaboration infrastructure (CCI) strategic plan. Developing such a plan...

The Growing Maturity Of Cloud Computing Influences More Contact Center Applications Decisions
Road Map: The Contact Centers For Customer Service Playbook
This report outlines the road map planning of Forrester's solution for applications development and delivery (AD&D) professionals working in customer service. For most industries, a large percentage...

Complete This Self-Assessment Before Making Outsourcing Or Technology Upgrade Decisions
Today's application development and delivery professionals who support contact centers face new realities since we introduced this report in 2007. Today, the rising focus on improving the entire...

The Growing Maturity Of Cloud Computing Influences More Contact Center Applications Decisions
Contact center applications that manage real-time interactions have been available as a hosted or cloud service for more than 20 years. Initially, the term used was Centrex ACD, and the technology...

Highly Integrated With A Risk Of Lock-In
Microsoft looks to strike three very familiar chords with the release of Office 2013: mobile, social, and cloud. Each has become table stakes for enterprise software, and in order for Microsoft to...

Strategic Plan: The Contact Centers For Customer Service Playbook
As more enterprises develop organizational and operational structures to better manage customer experience, they need to drive this down into contact center architectural design. Today's challenge is...

Vision: The Communications And Collaboration Infrastructure Playbook
Increasing consumerization of IT and advances in both cloud technologies and deployment models tremendously affect the enterprise not simply on how we communicate but where, when, and on what kind of...
Landscape: The Contact Centers For Customer Service Playbook
Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the...

Business Impact: The Communications And Collaboration Infrastructure Playbook
This report outlines Forrester's solution for IT infrastructure and operations (I&O) professionals who are building out communications and collaboration infrastructure. This report is designed to...
