Industry expert, analyst, client advisor, keynote speaker


    consumer behavior | customer experience | digital |

    revenue growth | brand

  • Vice President and Principal Analyst, Forrester Research

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

    My work spans consumer behavior, customer experience, digital interactions, and brand and growth strategies. My expertise is sought by the industry and the media: I have appeared on CNN and NPR and been widely quoted in outlets like Business Week, Financial Times, The New York Times, Guardian, and Vogue. I have written for publications like the MIT Sloan Management Review and AdAge and spoken at events for SXSW, Mobile World Congress, and the Harvard Business Review.


    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.


    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.


    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.