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 B2C Marketing Professionals

    Report: The Top Emerging Technologies For B2C Marketers

    New technologies are always emerging in response to customers' demands, marketers' needs, or just an urge to redefine experiences. To help B2C marketers focus their long-term technology investme...

  • For B2B Marketing Professionals

    Report: The Top Emerging Technologies For B2B Marketers

    A new crop of emerging technologies and the solutions that they power stand poised to unleash a new cycle of rising expectations from buyers, changing behaviors, and disruption. Stakes are high....

  • 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 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...

View all of Mary Pilecki's Research

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