Mary Pilecki

VP, Research Director serving B2C Marketing PROFESSIONALS

Mary serves B2C Marketing Professionals. She leads a team of analysts who help clients create and measure customer-centric, contextual programs to win, serve, and retain customers. Her team focuses on enterprise marketing technology, loyalty programs, marketing measurement and insights, customer insights services providers, and customer trust and privacy.

Mary previously worked as a senior analyst at Forrester from 2005 to 2008, covering applications and processes for financial services. Her research included retention strategies, business process management, and customer relationship management technologies and processes.

Previous Work Experience

Mary has over 20 years of experience in retail banking and investments, working at leading financial institutions such as FleetBoston Financial (now Bank of America) and BayBank. As senior vice president at FleetBoston, she managed process and technology for the retail bank and developed strategies for high-value customer segments. Her experience also includes contact center development and management and branch sales and service management. In addition to her work in banking, Mary has held marketing positions at vendors that sold to financial services firms, in roles including product management, director of research, industry solutions director, and marketing director.

Prior to rejoining Forrester in 2014, Mary was director of global campaigns for Oracle, focusing on products supporting customer service across industries.


Mary holds a B.A. from Wellesley College and an MBA from Babson College.

Mary Pilecki's Research

  • For Enterprise Architecture Professionals

    Report: Best Practices: Centers Of Excellence For BPM

    Businesses across all industries are looking to business process management (BPM) to help gain new efficiencies, create a more consistent customer experience, and provide better data insights. Y...

  • For eBusiness & Channel Strategy Professionals

    Report: Customer Retention Is A Process, Not An Event

    Financial services institutions (FSIs) are once again focusing on retaining their existing customers, but with little success. Given a lack of clear metrics on what attrition is and no enterpris...

  • For B2C Marketing Professionals

    Report: The Forrester Wave™: Enterprise Social Listening Platforms, Q1 2016

    In our 30-criteria evaluation of enterprise social listening platform providers, we identified the 12 most significant ones — Brandwatch, Cision, Clarabridge, Crimson Hexagon, NetBase, Networked...

  • For B2C Marketing Professionals

    Report: TechRadar™: Marketing And Advertising Technology, Q1 2016

    Marketing technologies have changed dramatically in the last decade, with new solutions built to support the growing channels and touchpoints consumers are using to connect with brands across al...

  • For Enterprise Architecture Professionals

    Report: Organizational Silos: Can't Live With Them, Can't Live Without Them

    Despite the fact that financial service institutions (FSIs) are working to break down organizational silos, there are large, costly roadblocks that stand in the way. Management, technology infra...

View all of Mary Pilecki's Research

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