Forrester Research Inc.

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Dwight Greisman became Forrester s Chief Marketing Officer in August 2008. Mr. Greisman joined the Company in 2005 as Vice President and Practice Leader, Forrester Leadership Boards. Previously, he was Managing Director at the Forbes Consulting Group Quantitative Analytics Division from 2001-2004.

With nearly 30 years of experience leading human resource organizations and coaching company executives, Elizabeth serves as Forrester's Chief People Officer. As such she leads the company's human resources team in the development of all people-related strategies and programs including, learning and growth, recruiting, and compensation and benefits. Elizabeth joined Forrester in June 2006 as vice president, Strategic Growth for the Americas. Prior to joining Forrester, Elizabeth was a partner at Executive Destinations, an executive career management firm handling coaching, leadership development, and outplacement for financial services, technology, and professional services companies, including Forrester. As a founding member, she was responsible for career coaching and business development initiatives. Elizabeth began her career at Babson College where she established the first human resources function for the college. During her nearly 20-year tenure, she provided leadership for all human resources matters, and managed staff growth from 300 to 1,000. She was also responsible for developing and implementing new initiatives, including collegewide management training and development programs, and competency-based performance management and compensation programs. While at Babson, Elizabeth also taught strategy management and human resource classes to undergraduates and participated in Babson Executive Education programs. Elizabeth holds a Master of Business Administration and a Bachelor of Science degree from Babson College.

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With 15 years of award-winning experience growing successful sales organizations, Greg Nelson serves as chief sales officer at Forrester Research. In his position as the company's global sales leader, he oversees Forrester's sales worldwide and is responsible for driving the company's sales initiatives of its role-based offerings to enhance Forrester's performance and growth. Greg has been with Forrester and the acquired Giga Information Group for 11 years. Most recently, he was based in London as vice president for IT client group sales in Europe, the Middle East, and Africa (EMEA). Previously, Greg worked out of Dallas as Forrester's regional sales director for the western region. During his tenure in Dallas, Greg was ranked as the No. 1 sales director in North America. Greg consistently leads his teams to high levels of growth and has developed systems to sustain long-term performance. As part of his leadership in developing and managing sales organizations, Greg imbues the sales force with a combination of enthusiasm, competition, and discipline. While at Giga, Greg was the sales director for the southwest district after also serving as a senior account manager and as a field analyst. During his management tenure, Greg was consistently ranked the No. 1 sales director in North America. Before joining Forrester, Greg led the global university program alliance at Sterling Software. Greg began his career at Texas Instruments (TI) as a marketing program analyst. While at TI, he received the Quality Award for Excellence for his relaunch of the company's university program, which resulted in nearly quintupling the number of universities actively enrolled. Greg is a long-time student of professional sales training programs including Dale Carnegie Leadership Development, Impax Sales and Management Module, M3 Training Sales and Management Module, and Solution Selling. Greg holds a B.B.A. in marketing and management information systems from Baylor University.

Research Focus Andy serves Vendor Strategy professionals. He is a leading expert on IT spending, purchases, and budgeting trends; IT spending benchmarks; and tech sector economics. He also covers sourcing and procurement technologies (eSourcing, eProcurement, contract life-cycle management, accounts payable electronic invoice presentment and processing (AP-EIPP), automated spend analysis, supplier networks, and eMarkets) and B2B eCommerce trends. In addition, he covers IT budgets, priorities, and business impacts in the utilities, oil and gas, and professional services industries. Previous Work Experience Andy has extensive experience in the technology market and in strategic planning, both as an analyst and a practitioner in the business world. Andy came to Forrester through its acquisition of Giga Information Group in 2003, where he had worked as a vice president and research leader since 1998. Prior to joining Giga, Andy held a variety of vice president positions at American Express in the chairman's office, technologies, strategic planning, and re-engineering. Before joining American Express, Andy worked as an economist, writer, and editor for various organizations, including Shearson Lehman Brothers; the US House of Representatives' Committee on Banking, Finance, and Urban Affairs; and the Council on Wage and Price Stability in the Executive Office of the President. Andy has been a regular participant in Forrester's IT Forum conferences, delivering keynote addresses in 2006 and 2007 with colleagues on the future of software. He has also been a recurring presenter at Conference Board conferences on eProcurement and eSourcing. He has been quoted in leading business and technology publications, including BusinessWeek, The Economist, The New York Times, and The Wall Street Journal. Education Andy earned a B.A. in philosophy from Haverford College and a Ph.D. in history from Johns Hopkins University.

Research Focus Bill serves eBusiness & Channel Strategy professionals. He specializes in the attitudes and behaviors of mass-affluent and affluent investors; online investing; brokerages, mutual funds, and insurers; financial advisors; financial firms' Web sites; and customer loyalty. He has helped brokerages, asset managers, and insurers design their Web sites and understand their market opportunities. His recent reports include "Segmenting Today's Investors." During his 12 years at Forrester Bill has led the company's coverage of the financial services industry. He has led research on other industries as well, including media and online advertising. Bill is the author of several Forrester Big Idea documents, including "Customer Advocacy: The Secret To Loyal Financial Services Customers." Previous Work Experience Before joining Forrester, Bill spent 14 years designing, building, and running online services for business and consumer users. As a producer-in-chief for the AT&T Business Network, Bill led the design and implementation of one of AT&T's first Web-based products. He also led the development and launch of Ziff-Davis Interactive's services for Prodigy. Before Ziff-Davis, Bill was a vice president and creative director of new product development at Citibank, where he led the development of the user interface and applications for the first full-screen consumer telephone. He also managed relationship marketing for Citibank's PC banking service. Prior to Citibank, Bill helped build and then ran Huttonline, the first-ever online service from a full-service brokerage. He was also a researcher and writer at Newsweek. Bill has been widely quoted in publications including BusinessWeek, The New York Times, USA Today, and the Wall Street Journal. He is a much sought-after speaker and moderator at conferences. As host of Forrester's Financial Services Forum for 10 years, Bill has conducted on-stage interviews with the chairmen and CEOs of dozens of major firms, including American Express, Bank of America, Capital One, Charles Schwab, Citi, Edward Jones, and Vanguard. Education Bill is a graduate of Harvard University.

Research Focus Bruce serves Customer Experience professionals. He is a leading expert in how companies build differentiation with customer experience through corporatewide strategies and initiatives. Bruce was instrumental in the development of many of Forrester's customer experience evaluation methodologies and training courses. During his 10 years with Forrester, Bruce has led the company's financial services and customer experience practices. His research focuses on the business strategies, operational processes, and organizational structures required to create and sustain superior customer relationships. He identifies best practices in customer experience leadership and voice of the customer programs, including the use of methodologies like Net Promoter. Bruce has authored several Forrester Big Idea reports on customer experience: "Scenario Design: A Disciplined Approach To Customer Experience," "The Customer Experience Value Chain," and "Experience-Based Differentiation." He also created Forrester's Customer Experience Index, which ranks the customer experience of more than 100 large companies. Previous Work Experience Bruce has extensive experience with technology-based business ventures, managing technology-centric efforts in both large and small firms. Prior to joining Forrester, Bruce was an executive officer at a couple of startups — including NetBroker, where he built one of the first Internet-based retail brokerage applications. Before those startup experiences, he held management positions at General Electric, Stratus Computers, and Fidelity Investments. Bruce has been widely quoted in the press, including such media outlets as BusinessWeek and the Los Angeles Times. An accomplished public speaker, Bruce also has delivered keynote speeches at many events, including Forrester's Consumer Forum, Finance Forum, Executive Forum, Technology Leadership Forum, and European IT Leadership Forum. Education Bruce holds a master's degree from the MIT Sloan School of Management, where he concentrated in business strategy and operations. He also holds a bachelor of science degree in mechanical engineering from Union College.

Research Focus Chip serves Business Process & Applications professionals. He researches using management processes, technology architectures, business applications, and external service providers to provide the maximum value to internal customers of IT through the service desk and external customers of an organization through customer service and contact centers. Previously, Chip developed the Total Economic Impact™ (TEI) model and program to help clients make decisions about the overall financial value of IT strategies. Previous Work Experience Chip has 20 years of experience in the IT industry. He came to Forrester through its acquisition of Giga Information Group. Prior to joining Giga, he was director of business development for Passport Designs, where he managed both the customer service center and the direct sales organizations. In 1992, he implemented a program where technical support agents would be rewarded if their interactions led to the sale of an upgrade or additional product. Chip also held senior positions at Ingres, where he was group manager of desktop and Unix platform marketing, as well as Ingres' representative to the X/Open ISV council. Chip has delivered presentations and workshops worldwide to audiences ranging from four to 400. His work on calculating and communicating the value of IT and IT projects was the subject of a cover story in PC Week and has been featured in BusinessWeek, CIO Magazine (US and Canada), InformationWeek (US and Germany), and numerous other business and trade publications. He has also appeared as a panelist on Silicon Spin with John Dvorak on ZDTV. Education Chip earned a B.A. in anthropology from Hamilton College.

Research Focus Frank serves Vendor Strategy professionals on paradigm shifts in IT infrastructure and researches topics such as customer use and adoption of cloud services, cloud computing, virtualization, grid/HPC computing, and new client systems. To give Vendor Strategy professionals a full perspective on cloud computing, Frank focuses on demand across all markets, including service providers, SMBs, and enterprise for the three types of cloud computing — software-as-a-service, platform-as-a-service, and infrastructure-as-a-service. Frank kicked off Forrester's research on Organic IT in 2002, setting a market-leading vision for shared and automated IT infrastructure. In his eleven years at Forrester, Frank has helped many vendor and enterprise clients develop and improve their strategies and marketing for taking advantage of market developments for more efficient IT infrastructure. Frank's past research also includes enterprise handheld technologies, enterprise portal technologies, application and integration servers, business intelligence, and data warehousing. Previous Work Experience Frank joined Forrester in 1998 with two years of experience as an analyst of data warehousing and business intelligence technologies. Before becoming a technology industry analyst, he spent two years at Symmetrix, a consultancy based in Lexington, Mass., where he helped insurance industry clients use information technology to improve their core business processes. Frank developed his initial process improvement expertise with four years of work on total quality management techniques at an auto parts division of General Motors. Frank has been widely quoted in the press, including such media outlets as BusinessWeek, The New York Times, and The Wall Street Journal. An accomplished public speaker, Frank also has delivered keynote speeches at many events, including Forrester's Technology Leadership Forum and European IT Leadership Forum. Education Frank has a master's degree in management from the MIT Sloan School of Management and a master's degree from the MIT Technology and Policy Program. He also holds a B.S. in mechanical engineering from Duke University, with a second major in political science.

Research Focus Jost serves Enterprise Architecture professionals, particularly around financial services. As an analyst, he is an expert on a number of global banking architecture and technology topics, including banking platforms, software infrastructure, multichannel platforms, and application strategy planning. He also covers enterprise architecture from an organizational and process perspective on an industry-neutral basis. In addition, he is working on global EA. During his more than eight years with Forrester, Jost has provided strategic analysis and pragmatic advice to executives, operational-level managers, and architects on topics like strategy plans, architecture development, and governance, as well as large-scale software development, integration, and deployment. As a conference speaker and quoted expert, Jost has addressed numerous topics like industry trends, implementation, the operation and migration of applications and systems, as well as the economic and strategic issues around these technologies. Previous Work Experience Jost came to Forrester through its acquisition of Giga Information Group. Prior to Giga, Jost was director of architecture at DG Bank, where he was responsible for the medium- and long-term development of architecture and related topics and for the definition of the technology part of its multichannel strategy. He was the chairman of the bank's architecture decision body. Prior to joining DG, Jost worked as a technology consultant for eight years. He was responsible for a consulting practice that ran projects in the architecture and information technology space. Earlier, Jost worked on database systems, operating systems, software development, Unix standardization, and IT security, including contribution to the German and European IT security criteria. Education Jost holds the German equivalent of a master's degree in computer science from the RWTH Aachen University.

Research Focus Julie serves Vendor Strategy professionals. She is an expert in IT services and outsourcing, with particular emphasis on helping suppliers refine their IT services strategy, packaging and pricing of offerings and portfolio optimization, effective management of channel and partnerships, go-to-market strategies, marketing and messaging creation and refinement, and competitive differentiation. Julie also has responsibility for a wide range of topics, including mergers and acquisitions, vendor management, service delivery automation, software licensing, contract negotiation, and IT legal issues. Previous Work Experience Julie came to Forrester Research through its acquisition of Giga Information Group. A 31-year veteran of the IT industry, Julie has extensive experience in manufacturing, insurance, higher education, banking/financial services, outsourcing/professional services, and commercial software development. Prior to joining Giga, she served as a senior executive in the IT outsourcing industry and as a CIO of a major banking institution.

Navi Radjou is a vice president at Forrester Research. He investigates how globalized innovation with the rise of India and China as both a source and market for tech innovations is driving new market structures and organizational models, which Forrester designates as "Global Innovation Networks." He advises senior executives worldwide on new organizational designs and business processes their firm must adopt to sustain global competitiveness through technology-enabled innovation. During his eight years at Forrester, Navi has advised senior execs around the world on issues related to innovation, supply chain, and customer service. Navi was named by Supply & Demand Chain Executive magazine as one of the "Pros to Know," honoring an elite group of professionals who have excelled in the innovative use of supply chain technologies and practices within user companies. Prior to joining Forrester, he was a technology consultant in Asia working with both private and public-sector companies -- and a development analyst at IBM's Toronto Software Lab. Trilingual, Navi earned his M.S. degree in information systems at Ecole Centrale Paris, and also attended the Yale School of Management.

Research Focus Paul serves Business Process & Applications professionals. His coverage includes the ERP market, financial management and human resources management systems and business processes, and business performance solutions. Paul is a leading expert in the overall enterprise applications market, analyzing trends such as software vendor mergers and acquisitions, next-generation architectures, industry-specific strategies, market sizing and segmentation, and packaged application deployment models (including software-as-a-service). Paul has been instrumental in developing Forrester's decision frameworks in the areas of vendor selection, application strategies, and justifying application upgrades. Paul works extensively with both applications user clients and vendor clients, internationally and across a wide variety of industries. He assists corporate and governmental user organizations with vendor selection, upgrade decisions, and business process optimization strategies. Paul works with software vendors and services providers to evaluate their products, develop go-to-market strategies, and provide competitive analysis. Previous Work Experience Paul came to Forrester through its 2003 acquisition of Giga Information Group. He has been an industry analyst for nine years and has more than 27 years of overall experience in research and advisory services, management consulting, and systems integration. Prior to joining Forrester, Paul was a management consulting practice director with The Hunter Group, specializing in financial and human resources systems. He also held consulting management positions with Coopers & Lybrand and Ernst & Young. A frequent speaker on Webcasts for Forrester clients and professional organizations, services firms, and software vendors. Paul is also frequently quoted in mass media and IT trade publications. Education Paul earned a B.A. in economics from Connecticut College and an M.B.A. from Duke University's Fuqua School of Business. He is a certified public accountant (CPA) and a certified management accountant.

John Cass is a Founding Fellow of the Society for New Communications Research and Online Community Manager for Forrester Research, where he is working on developing enterprise social media and extending Forrester's engagement strategy with clients and community. John is also the author of Strategies and Tools for Corporate Blogging. He was 2005/6 President of the Boston Chapter of the American Marketing Association. In 2005, Mr. Cass was lead author of the 'Corporate Blogging: Is It Worth The Hype?" study and website on the value and benefits of corporate blogging and jointly authored the 2006 Backbone Media Blogging Success study with Dr. Walter Carl of Northeastern University. John has been blogging at his PR Communications blog since 2003.

Barry Murphy, Principal Analyst at Forrester Research, is a featured speaker and a leading expert on all things retention: records management, content archiving and electronic discovery. Learn more about the new Federal Rules of Civil Procedure guidelines for e-discovery, as well as the challenges of data retention compliance to support e-discovery requirements.

Carl has more than 15 year's experience as an investor and management consultant in growing both enterprise and small to medium businesses. At Hewlett Packard, Carl managed major investment and business development projects in both mature and emerging markets, realising hundreds of millions of dollars of incremental sales and profits, in addition to driving several acquisition projects in the software sector. At Gartner Inc. and Forrester Research, Carl lead the European Investment businesses of both advisory firms, delivering investment and substantial growth to small and medium businesses by driving high-value joint ventures, innovative go-to-market strategies and transforming clients' marketing and business development process. Carl has a very strong network in the VC, technology and North West SME marketplace and also serves as a regional chairman of business relations for the Conservative Party. Carl has a first class honours degree in engineering from the University of Leeds and an executive MBA, with distinction from both The University of Manchester Business School and University of Chicago Graduate School of Business. Carl is also a parent-governor at his son's secondary school in Lancashire and his hobbies include skiing, travel, wine and scuba diving, where Carl recently qualified as an advanced PADI diver.

Research Focus Charles serves Consumer Product Strategy professionals. His research covers consumer mobility and the digital home. He has an end-to-end understanding of consumer wireless, encompassing consumer behavior, devices, networks, carrier strategy, content and applications, as well as mobile as a marketing channel. His research on the digital home examines the enabling networks, connectivity solutions, content and applications, and the changing role for service providers, media companies, marketers, device makers, and application developers in this evolving environment. He is also responsible for Forrester's annual Benchmark Data Overview, the company's annual summary of the state of — and forecasted growth of — consumer technology adoption Charles' research and analysis have been widely cited in publications including The Wall Street Journal, The New York Times, The Financial Times, and BusinessWeek as well as on ABC, PBS, CNN, CNBC, and NPR. Previous Work Experience Prior to joining Forrester, Charles held senior technology positions at Citigroup, providing strategic technology guidance across business units in consumer and corporate finance. Among his projects were initiatives in consumer mobile banking in Japan, mobile commerce in Japan, and mobile payments in the US. His previous experience covers a wide variety of technologies and markets, including CAD for integrated circuit design, 3-D graphics for film and broadcast, consumer entertainment software, interactive television, and production systems for game development. Education Charles holds M.S. and B.S. degrees in mathematics from the University of California, Santa Cruz.

Ellen brings nearly 20 years of experience in delivering technical and professional services to clients in a variety of industries and markets. She joins Forrester from ThruPoint, a New York-based professional services firm, where she was a principal consultant focusing on IT service business strategy to Global 100 clients in securities, banking, and insurance; telecommunications; and media and entertainment. Before joining ThruPoint, Ellen was a director and principal analyst for Gartner, following the infrastructure services market, including consulting, support, and managed services. Prior to her Gartner experience, Ellen spent seven years in a variety of sales enablement and support roles at the former Cabletron Systems, including strategic bid and proposal management, inclusion on approved vendor lists for corporate and global accounts, and master sales and GSA contract management. Ellen has presented on vertical industry and role-based marketing in a variety of Forrester and client events. She has been cited in a number of publications, including Forbes, Fortune, the Wall Street Journal, Insurance & Technology, and Fast Company.

Eric Scheirer, Ph.D. is an Analyst in the Media and Entertainment group of Forrester Research. His research at Forrester is concerned with the impact of technology on business-to-consumer delivery of entertainment content such as music, movies, and sports. He also follows the changes in copyright law and Internet policy forced by the growing wave of new-media applications and consumer demands for digital content. Before joining Forrester, he was one of the leading technology innovators in the digital-music arena, playing a key role in the development of the MPEG-4 Audio standard. He received his doctorate from the renowned MIT Media Laboratory for his research on automated music-listening systems.

Taylor is responsible for driving the Forrester Leadership Boards' membership business in EMEA. He brings 23 years of international strategic operational experience from across the IT, software, telecom, commercial, and government sectors to his role at the firm. Prior to joining Forrester, Taylor held top positions at Intershop, EDS, and Metromedia Fiber Networks.

Julie Katz is a data specialist at Forrester Research, a market research firm in the technology sector. She focuses primarily on the advertising and media sectors. Julie has formerly been the Project Coordinator at the National Center on Family Homelessness with the Research and Evaluation Team and has held positions at Dana-Farber Cancer Institute and Facing History and Ourselves. She holds a Masters degree from Harvard Graduate School of Education in Administration, Planning, and Social Policy and a degree from Cornell University in Language and Cognitive Science.

Kathryn serves as director of business development of CityVoter Inc. of Cambridge, Massachusetts. CityVoter, which was a start-up in February 2005, partners with media outlets to conduct online business competitions where people learn more about local businesses and vote for their favorites. CityVoter, with a multi-year contract with CBS, launched its services in Boston in April 2006. CityVoter is building out its network of media partners to create a national local content platform city by city. Prior to joining CityVoter, Kathryn worked as director of marketing and asset manager for Lyme Properties, one of the largest life sciences property developers in the country. Kathryn joined Lyme Properties after working at Forrester Research, a leading technology market research firm. At Forrester, Kathryn was a senior sales manager, with Fortune 500 clients in such diverse industries as healthcare, energy, consumer products and industrial manufacturing. Some of her clients included Abbott Laboratories, Kimberly-Clark, Snap-on Tools and Toro. She is a graduate of the University of Pennsylvania.

Prior to joining Forrester, Lisa spent more than 15 years in consumer marketing in both brand and direct marketing. She has worked for Fortune 500 manufacturers, retailers, and marketers including American Express, Fortune Brands, Sears, and Time. Lisa has developed and launched award-winning new products and categories in the mass, drug, and office products channels. In her career, Lisa has led brand management, market research, consumer development, Web development, and new product development teams.Lisa has been widely quoted in the press, including such media outlets as Money, US News & World Report, and The New York Times. An accomplished public speaker, Lisa has spoken at numerous client and industry events.

Liz, based in Cambridge, MA, is a senior analyst at Forrester Research. One of her key areas of focus is SaaS where she helps clients evaluate the SaaS model including benefits and tradeoffs of SaaS deployment, best practices for pricing and contract negotiation, and strategies and considerations for maximizing the value of SaaS investments. Prior to joining Forrester in 2002, Liz worked at the US Department of Transportation's Volpe Center, programming a computer simulator to test equipment for GPS-based ship navigation. Liz also worked as a researcher at the MIT Media Lab, programming "smart" objects that sense and "think," and researching electronic ballot user experience as part of the Caltech/MIT Voting Technology Project. Liz holds a B.S. in computer science and electrical engineering from the Massachusetts Institute of Technology.

Before joining Forrester, Tamara consulted with CANIETI (Mexico's National Chamber of Commerce for the IT and Electronics Industry), conducting primary survey research on the supply-side of the industry. This included survey design, fielding interviews in Spanish, and analysis on the industry's competitiveness and innovative capacity. Before that, she was a corporate PR program manager at Apple Computer, where she managed day-to-day media relations and oversaw speaking engagements for spokespeople across all product lines. Tamara regularly speaks at Hispanic consumer conferences sponsored by organizations such as the Strategic Research Institute and the Association of Hispanic Advertising Agencies. She has also spoken at Forrester events such as Forrester's Consumer Forum and Forrester's Finance Forum. Tamara and her research have been cited by media such as Multichannel News, Associated Press, CNN.com, and AdAge.

Vidya is currently a senior analyst specializing in customer experience at Forrester Research. There she assists companies understand the business value of design, helping them improve their customer experience strategy and self-service channel experience. Prior to her role as an analyst, Vidya was a user interface designer with Symbol Technologies and a strategist in the office of the CTO at Critical Path. She received a B.S. from Stanford University and an M.S. from the Media Lab at the Massachusetts Institute of Technology where as an Intel Fellow, she designed and prototyped several novel interfaces and interaction techniques. She has traveled, worked and studied throughout Europe, India, and Southeast Asia. While in college, Vidya designed her own study abroad program at the Institute for Logic, Language, and Computation at the University of Amsterdam, Netherlands. She has also worked as an interface designer at Siemens AG in Munich, Germany. Vidya's personal interests focus both abroad and at home. She has served as a volunteer for Hands On Bay Area, and worked as a Computer Center Coordinator and Tutor for the Ventura Teen Center, part of the YMCA.