Diane serves eBusiness & Channel Strategy professionals. She focuses on how online customer service — including online self-service, virtual agents, email, chat, click-to-call, and social media — serve eBusiness goals by providing service and support, increasing sales, reducing operational costs, and improving customer satisfaction. Her online customer service research focuses on understanding consumer behavior and preferences, strategy development, and implementation best practices.
Diane came to Forrester through its acquisition of JupiterResearch, where she served as travel industry analyst where her research focused on how Web 2.0 can drive eBusiness goals.
Prior to joining Forrester, Diane had 10 years of marketing experience in the travel and publishing industries, working in Toronto; Melbourne and Sydney, Australia; and Helsinki. Her background includes senior positions in traditional and online travel retail and media companies, with responsibilities including marketing, branding, customer service, product development, channel strategy, and business development. Diane honors B.A. in history and labor management relations from the University of Toronto, Canada and an M.A. in marketing and public affairs from the University of Sydney, Australia.