Deanna Laufer

Senior Analyst serving Customer Experience PROFESSIONALS

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.

Deanna Laufer's Research

  • For Customer Experience Professionals

    Report: Improve Digital Customer Experiences

    The boundary between digital and physical keeps getting blurrier, and emerging tech like virtual reality and AI-powered chatbots is going mainstream. This is raising the bar for customer experie...

  • For Customer Experience Professionals

    Report: How To Build The Right CX Strategy

    Unless you have a well-defined customer experience (CX) strategy, your CX will be haphazard at best and fail to deliver sustainable benefits. This report tells CX professionals how to develop a ...

  • For Customer Experience Professionals

    Report: The Six Steps For Justifying Better UX

    User experience (UX) has gone mainstream: Companies now invest millions to build design centers and hire UX teams. But many firms still expect proof of the ROI of UX research, design, testing, a...

  • For Customer Experience Professionals

    Report: Brief: When To Rethink Even A Successful CX Strategy

    Most organizations treat customer experience strategic planning as an annual or biannual event triggered by the calendar. Not so for customer-obsessed organizations: Their planning efforts are t...

  • For Customer Experience Professionals

    Report: Executive Q&A: Top 10 Customer Experience Strategy Questions Answered

    Most firms aspire to be the customer experience (CX) leader in their industry or even a leader across all industries. To achieve this weighty goal, they'll need (among other things) a shared und...

View all of Deanna Laufer's Research

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