Mary leads Forrester’s consumer loyalty coverage, serving B2C marketing professionals. Her research focuses on loyalty strategy, loyalty programs, consumer trends, and the tools, skills, and processes B2C marketers need to develop, maintain, and measure loyal customer relationships. She helps marketers navigate the continually changing landscape of loyalty technology and services, as well as trends such as emotional loyalty and values-based buying.
Mary previously worked as a VP and Research Director at Forrester, leading a team of analysts covering enterprise marketing technology, loyalty marketing, search marketing, customer database and engagement providers, and customer trust and privacy. Mary has over 20 years of experience in retail banking and investments, working at leading financial institutions such as FleetBoston Financial (now Bank of America) and BayBank. She has held marketing positions at vendors that sold to financial services firms, in roles including product management, director of research, industry solutions director, and marketing director.