Deanna Laufer serves Customer Experience Professionals. Her research focuses on mobile user experience, customer experience strategy, and making the business case for customer experience investments. Before joining Forrester, Deanna was a senior analyst at the US Government Accountability Office, where she led reviews of billion-dollar Department of Defense weapons programs that identified wasteful spending and guided better program management. She also spearheaded assessments of NASA science projects and contaminant cleanup projects run by the Environmental Protection Agency. Deanna presented her work to congressional staff and other senior government officials, helping educate leaders about key issues and informing new legislation. Deanna holds an M.S. in technology and policy from the Massachusetts Institute of Technology and a B.S. in electrical and computer engineering from Cornell University