Industry expert, client advisor, keynote speaker


    consumer behavior | customer experience | brand strategy |

    digital interactions | tech and society | cultural relevance

  • Vice President and Principal Analyst, Forrester Research

    Fellow at the Kautz-Uible Economics Institute at the University of Cincinnati

    I connect the dots between consumers, brands, technology, and society to help companies achieve sustained growth and competitive advantage. I appear on CNN and NPR and am quoted in media outlets like Business Week, Financial Times, The New York Times, Guardian, and Vogue. I write for publications like the MIT Sloan Review and AdAge and speak at global events like SXSW, Mobile World Congress, and Harvard Business Review forums.


    I have advised business and marketing leaders of leading brands in consumer products, financial services, automotive, retail, pharmaceutical, technology, and many other industries. These brands and companies include AARP, AstraZeneca, Bloomberg, Banco Santander, Johnson & Johnson, Kimpton Hotels, Lexus, Mastercard, Microsoft, Nestle, Patagonia, Pfizer, Quicken Loans, Shiseido, Verizon, and YouTube.


    In my current role, I lead the brand strategy and experience research and client advisory practice at Forrester. I built the practice over seven years to establish Forrester as a thought leader in this category. My published and award-winning research include reports on consumer behavior, brand strategy, digital touchpoints, customer experience, employee experience, growth strategy, and race and gender equity. I am also a Fellow of the Kautz-Uible Economics Institute at the University of Cincinnati's Lindner School Of Business, where I direct research projects and advise students. I have lectured at several other academic institutions, such as the University of Cambridge's Judge Business School. Additionally, I serve as a member of the 4A's Customer Experience Council and VMLY&R's Inclusion Experience Council.


    Before Forrester, I held senior management positions at VMLY&R, FedEx Office/Kinko's, and a Berkshire Hathaway portfolio company. I started out as an investment banker at Morgan Stanley and a strategy consultant at Booz. I received my B.A., magna cum laude, in economics from Amherst College, where I was elected Phi Beta Kappa, and my MBA from the University of Chicago.