Skip to main content
Diane   Deng

Diane Deng

Associate Consultant

Diane is an associate consultant in Forrester's Asia Pacific strategy consulting practice. She supports the consulting division in delivering client-focused solutions in the areas of customer experience and digital strategy. Her own research focus includes employee experience and government digital transformation.

Previous Work Experience

Prior to joining Forrester's consulting team, Diane was a senior research associate at Forrester. She supported analysts on a wide range of topics, including CX management, digital strategy, marketing strategy, and business technology. She also supported the consulting team on several CX management projects. Diane was also previously an intern at KRC Research, part of IPG Group, where she delivered various public opinion and sentiment research projects for companies in the public sector, energy, and FMCG industries.

Education

Diane has a master's degree in public relations and corporate communications from New York University and a bachelor's degree from Guangdong University of Foreign Studies, where she majored in international business management.

Diane Deng

Associate Consultant

Diane is an associate consultant in Forrester's Asia Pacific strategy consulting practice. She supports the consulting division in delivering client-focused solutions in the areas of customer experience and digital strategy. Her own research focus includes employee experience and government digital transformation.

Previous Work Experience

Prior to joining Forrester's consulting team, Diane was a senior research associate at Forrester. She supported analysts on a wide range of topics, including CX management, digital strategy, marketing strategy, and business technology. She also supported the consulting team on several CX management projects. Diane was also previously an intern at KRC Research, part of IPG Group, where she delivered various public opinion and sentiment research projects for companies in the public sector, energy, and FMCG industries.

Education

Diane has a master's degree in public relations and corporate communications from New York University and a bachelor's degree from Guangdong University of Foreign Studies, where she majored in international business management.

Diane Deng's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: Best Practices: Airline Mobile App User Experience

    Engage Customers With Seamless Mobile App Experiences

    July 12, 2019 Tom Mouhsian, Diane Deng

    Mobile touchpoints are now at the heart of the airline customer journey. As digital experiences continue to reshape the way people plan and manage their travel, airlines must optimize their mobile app design to drive customer engagement. This report gives customer experience (CX) and digital professionals in the airline industry some inspiring examples of mobile UX from their peers across Europe, the Middle East, and Asia Pacific to help them transform their digital experiences to meet and exceed customer expectations.

  • For Customer Experience Professionals

    REPORT: Accelerate Digital Transformation By Improving Employee Engagement

    July 24, 2018 Michael Barnes, Diane Deng

    To ensure the success of your firm's digital transformation initiatives, don't overlook a key success factor: engaged employees. Firms everywhere are rushing to improve the customer experience (CX) as part of broader digital initiatives, but many underestimate the importance of the employee experience (EX) in general and employee engagement in particular. Consciously or not, checked-out employees will resist change. This report guides CX pros on how to better support their firms' digital transformation initiatives and preempt disengagement by improving EX.

View all of Diane Deng's Research