Elizabeth is a well-recognized industry-leading analyst. She was previously Vice President and Principal Analyst at Constellation Research. Prior to Constellation, Elizabeth spent eleven years at Forrester Research as vice president and principal analyst. She has managed large consulting projects for business and government organizations and provides technical insight and guidance to business and government organizations on their communication issues.
Prior to her role as an industry analyst with Communication Initiatives and Forrester Research, Elizabeth held senior management positions with IBM, ROLM and Siemens ICN where she was a senior manager for strategic planning and alliances.
Elizabeth’s expertise includes in-depth knowledge of unified communications, voice technologies, integrated messaging, conferencing, video and related applications and services. She assists organizations in strategy development in planning and implementing unified communication solutions. She also is a leading expert in contact center infrastructure, products and services. She offers comprehensive services to assist companies in improving their operations with technology insight, vendor selection and process improvements. Additionally, she works with clients in selecting and contracting with contact center outsourcers.
Elizabeth has published more than 500 reports on industry trends, vendor assessments, best practices and technology’s impact on business. She is a recognized industry speaker for business conferences and client engagements. She is frequently quoted in major news journals and leading business publications, and has made a number of radio and TV appearances.
Elizabeth earned an MBA from Pepperdine University Graduate School of Business, and a BA in economics from the College of Notre Dame.
Next Generation Customer Experience
Despite the growing complexity of channels, customers demand simplicity in their experiences. This customer-centric cohesion requires a new paradigm in user experience. Get ready to make the shift as the front office comes the back office to form a new engagement strategy.