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James L. McQuivey, Ph.D.

Vice President, Principal Analyst serving CMO PROFESSIONALS

James serves CMOs. He is the foremost analyst tracking and defining the power and impact of digital disruption on traditional businesses. His consumer models identify the ways consumers have embraced digital experiences and platforms, and his strategy models help companies prepare to serve those consumers. Though he applies this knowledge to a wide variety of industries, he spends the majority of his consulting time with consumer media and consumer electronics companies that are at the forefront of dealing with digital disruption.In February of 2013, James published his book "Digital Disruption: Unleashing the Next Wave of Innovation."

Previously at Forrester, James served as a vice president and research director, running Consumer Technographics® North America, Forrester's unparalleled consumer research effort. Before that, he was a senior analyst and founding member of the online retail strategies practice at Forrester. In addition to keynoting at industry events and Forrester Forums, James is routinely sought after for comment by such publications as The New York Times and The Wall Street Journal. He also appears frequently on NPR and CNBC.

Previous Work Experience

James comes to Forrester most recently after teaching marketing research and media management at Boston University's top-rated College of Communication. In addition, he has served as research director at WGBH in Boston and as a graduate fellow at Syracuse University.


Education

James earned his Ph.D. in mass communication research at Syracuse University. He also holds an MBA with an emphasis in marketing.

Research Coverage:

Competitive Analysis, Consumer Mobile Activities, Consumer Mobile Adoption, Go-To-Market Strategies, Innovation, Innovation Strategies, Mobile Channel for Consumers, Mobile Entertainment, Product Management, Product Portfolio Strategies, Product Positioning, Research & Development

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11 results in Everything

  • Customer Experience
  • Technology Product Strategies

  • For Customer Experience Professionals

    Report:Innovation In Hospital Customer Experience

    How Leading Hospital Systems Drive Change Inside And Outside Their Walls

    Elizabeth BoehmFebruary 8, 2012

    Faced with regulatory reform, changing demographics, transparency initiatives, and competitive forces from within and outside of the industry, hospitals will have to innovate to provide...

    • Downloads: 653
    • Rating:

  • For Customer Experience Professionals

    Report:Banks And Retailers: You Cannot Price Your Way Out Of Bad Customer Experiences

    Why Customer Experience Matters More To Loyalty Than Price

    Maxie Schmidt-SubramanianMay 1, 2013

    Have you ever wondered whether it makes more sense to invest in customer experience or in dropping your prices to improve customer loyalty? We tested the relationship between customers' perceptions...

    • Downloads: 325
    • Rating:

  • For Customer Experience Professionals

    Report:Giffgaff Manages Its Community To Deliver A Great Customer Experience

    Social Media Management Gives Control To Members And Builds The Brand

    Jonathan BrowneMay 19, 2011

    Giffgaff, a low-cost mobile virtual network operator, uses an online community for customer support, sales and marketing, as well as product development functions. To ensure a positive customer...

    • Downloads: 386

  • For Customer Experience Professionals

    Charts & Figures:EMC Uses A Priority Matrix To Guide Customer Experience Investments

    Paul HagenMarch 19, 2012

  • For Customer Experience Professionals

    Report:Innovation In Health Insurance Customer Experience

    How Leading Health Insurers Drive Change Inside And Outside Of Their Walls

    Elizabeth BoehmApril 5, 2011

    The health insurance industry faces discontent from both its consumer and provider customers. With new regulations and an elevated national discourse on health reform, the time for change is now. But...

    • Downloads: 1004

  • For Customer Experience Professionals

    Report:Humdrum Hardware: Why Google And Microsoft Are Goading Their Partners To Innovate

    Google Nexus and Microsoft Surface Force OEMs To Up Their Games

    Tony CostaSeptember 14, 2012

    Google's and Microsoft's efforts to launch first-party hardware, form exclusive partnerships, and acquire partners are disrupting the status quo within their ecosystems. These changes are driven...

    • Downloads: 208

  • For Customer Experience Professionals

    Report:Key Considerations For Designing User Experiences On The iPad

    Tailor Apps For The iPad's Unique Form Factor And User Behaviors

    Ron Rogowski, Richard GansDecember 6, 2010

    The iPad's popularity has caused customer experience professionals to take a hard look at providing relevant experiences for yet another device. Because of the iPad's unique form factor and use...

    • Downloads: 1010

  • For Customer Experience Professionals

    Report:A Market Researcher's Introduction To The Future Of Online Customer Experience

    Reineke ReitsmaJune 30, 2010

    The types of devices people use to connect to the Web are proliferating. Portable devices are rapidly getting more powerful, and as a result, the tradeoff between mobility and capability is...

    • Downloads: 1014

  • For Customer Experience Professionals

    Report:How To Build Online Experiences Of The Future

    Best Practices From Firms That Created Experiences With CARS Attributes

    Moira DorseyJanuary 18, 2011

    Forrester believes that four attributes will characterize the next phase of development of the web. Online experiences will be: customized by the end user, aggregated at the point of use, relevant to...

    • Downloads: 1239

  • For Customer Experience Professionals

    Report:How CX Professionals Can Use VoC To Surface Pricing Issues

    Inject Customer Experience Insights Into Pricing Decisions

    Maxie Schmidt-SubramanianFebruary 21, 2013

    Pricing can make or break the customer experience (CX). However, most voice of the customer (VoC) programs don't deliver comprehensive data on customers' perception of pricing. This report will show...

    • Downloads: 181
    • Rating:

  • For Customer Experience Professionals

    Report:How B2B Firms Improve Customer And Partner Experience

    Paul HagenMarch 14, 2012

    Business-to-business (B2B) firms have largely ignored customer experience — and it shows. Three separate studies that Forrester Research conducted over the past year indicate that B2B customers...

    • Downloads: 864
    • Comments: 2
    • Rating:

  • For Customer Experience Professionals

    Report:How PayPal Uses Exploratory Research To Drive A Culture Of Customer-Focused Innovation

    Vidya L. DregoJanuary 25, 2012

    Exploratory research uncovers customer needs that have yet to be met, exposes opportunities for differentiation, provides a holistic view of a problem space, and helps firms keep pace with the...

    • Downloads: 484
 
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