VP, Research Director, Forrester
Lisa is a customer experience thought leader with more than 20 years of experience working in global organizations, with an emphasis on the high-tech software, hardware and telecommunications sectors. She leads the Customer Engagement Research Service that helps clients formalize and extend their support for post-sale customer experience as well as define and build a customer engagement function in their organization. Lisa’s research and analyst team delivers dedicated research coverage for leaders responsible for customer marketing, customer success and customer experience.
Prior to joining SiriusDecisions, Lisa served as director for global customer experience at Equinix, the world’s largest global data center and colocation provider, where she led the customer insights, customer advisory board, customer advocacy, customer communications and customer escalation programs. Lisa was also director for global customer experience, loyalty and insights at Polycom, a leading video conferencing, voice conferencing and telepresence company. While at Polycom, Lisa was responsible for establishing the customer and partner experience programs, including establishing a network of customer loyalty champions supporting a variety of customer experience and retention initiatives.
Lisa’s experience also includes 10-plus years as the principal of Listen Program Management, a consulting firm specializing in establishing, organizing and optimizing customer experience programs. Her clients included Symantec, Business Objects, Cadence Design Systems, Oracle and Marimba.
Lisa received a BA in public relations and marketing from San Jose State University. She is Net Promoter® certified.