Laura serves B2B customer service and support professionals as well as others responsible for the postsale customer experience. Her research addresses the strategy, skills, technology, process, and best practices related to servicing, communicating with, and engaging existing customers. She helps Forrester’s B2B clients define and execute customer service processes, improve their maturity, demonstrate ROI, and increase effectiveness through the appropriate use of predictive, generative, and agentic AI capabilities. She helps postsale teams plan and execute programs that combine traditional and digital approaches to help customers realize value, build loyalty, and turn successful buyers into advocates. Laura brings a long history of hands-on senior management experience in B2B corporate, industry, lifecycle, and product marketing to her published research and client advice. More recently, her research has helped customer success clients define, apply, and deliver customer interactions that proactively manage customers toward successful outcomes while increasing their lifetime value. In 2017, Laura became a Forrester Bill Bluestein award winner; the award is granted annually to one of Forrester’s most influential analysts.