About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Peter serves eBusiness & Channel Strategy Professionals. He focuses on eCommerce technologies and solutions, including B2C and B2B eCommerce platforms, mobile commerce solutions, digital in-store technologies, and digital commerce. Peter has specific expertise helping eBusiness leaders understand the integration challenges between eCommerce and back-office technologies across channels and touchpoints. His interests focus on mobile and tablet commerce trends, digital in-store experiences, multichannel retail, social commerce, and digital media.
Peter has extensive experience working with an ecosystem of eCommerce technologies, including eCommerce platforms, mobile commerce solutions, content management, web analytics, search engine marketing (SEM), search engine optimization (SEO), digital asset management, payment systems, and social media, to name a few. Peter has more than 13 years of experience in eCommerce and web technologies. Most recently, Peter held both product management and product marketing positions at Elastic Path, a leading eCommerce platform vendor. He also worked as a senior business analyst at JP Morgan and Ford Motor Company, where he started his career in eCommerce developing a direct online channel for new vehicle sales in the UK. Peter's experience spans both business and technology, including business analysis, product management, product marketing, solution architecture, user experience, and online marketing.
Peter holds a BEng in manufacturing systems engineering from the University of Strathclyde in Scotland.
Business Case: The Customer Experience Ecosystem Playbook
This report is an update to "Why Customer Experience? Why Now?" originally published on October 4, 2011. We've entered the age of the customer — an era where a focus on customers matters more...
Last weekend I used my AAdvantage miles on a plane ticket for my husband. I went to AA.com, it was easy to trade off options based on number of miles used and flight schedule. When I went to book, my...
Our Forum For Customer Experience Professionals in Los Angeles is just four weeks away — and we have some exciting news! First, our final lineup of external speakers is confirmed. All of...

In response to many requests to feature more business-to-business (B2B) content at our events, next month’s Outside In: A Forum For Customer Experience Professionals will feature...
Forrester believes that next-generation digital experiences will be customized, aggregated, relevant, and social (CARS). Cisco Systems' Quad collaboration tool illustrates how CARS can be equally...

Best Practices From Firms That Created Experiences With CARS Attributes
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...
Although spending for research and persona creation is strong among persona advocates, many firms still report difficulty convincing their organizations that personas are worth the seemingly large...

I had a chance to catch up with David Lessing, COO of wealth management at Morgan Stanley Smith Barney, in advance of his keynote next month at the Customer Experience Forum. I spoke with David...