Speaker Biography

Deanna Laufer

Senior Analyst

Sessions Featuring This Speaker

Forrester's Forum For Customer Experience Professionals East


  • 02:30 PM - 03:15 PM

    Design A Best-In-Class Mobile Experience

    Mobile presents an enormous opportunity to rejuvenate customer experiences for those able to cope with relentless device permutations, demanding human factors, and shifting customer expectations. Those willing to make the investment need to understand what sets the best mobile experiences apart. In this session, you’ll learn:

    • The essential attributes of best-in-class mobile apps.
    • The most common barriers to a great mobile experience.  
    • Key tactics to excel at mobile experience design and delivery.

Research Focus

Deanna Laufer serves Customer Experience Professionals. Her research focuses on mobile user experience, customer experience strategy, and making the business case for customer experience investments.

Previous Work Experience

Before joining Forrester, Deanna was a senior analyst at the US Government Accountability Office, where she led reviews of billion-dollar Department of Defense weapons programs that identified wasteful spending and guided better program management. She also spearheaded assessments of NASA science projects and contaminant cleanup projects run by the Environmental Protection Agency. Deanna presented her work to congressional staff and other senior government officials, helping educate leaders about key issues and informing new legislation. Prior to GAO, Deanna worked at MIT's Center for Collective Intelligence, where she developed a tool to help companies calculate the return on investment (ROI) for radio frequency identification (RFID) adoption and examined privacy concerns surrounding RFID use.


Deanna holds an M.S. in technology and policy from the Massachusetts Institute of Technology and a B.S. in electrical and computer engineering from Cornell University.