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.
I&O Must Organize IT Around A Common UC Road Map To Reduce Risk And Increase Adoption
In the American Civil War, many combatants shared a common background of having attended the Unites States Military Academy at West Point as cadets. The war pitted not only brother against brother...

Road Map: The Contact Centers For Customer Service Playbook
This report outlines the road map planning of Forrester's solution for applications development and delivery (AD&D) professionals working in customer service. For most industries, a large percentage...

And Provides Personalized Services To Boost Customer Satisfaction
In 2009, Forrester identified opportunities for contact center infrastructure and operations professionals (I&O) to use proactive customer communications to reduce costs for incoming calls by sending...
Is there an industry standard methodology to determine the sizing for a phone system, specifically the sizing ("pipe") for inbound/outbound calls? If there is an industry standard method for...
Complete This Self-Assessment Before Making Outsourcing Or Technology Upgrade Decisions
Today's application development and delivery professionals who support contact centers face new realities since we introduced this report in 2007. Today, the rising focus on improving the entire...

The UC Market Matures And Consolidates
Unified communications (UC) remains a priority for infrastructure and operations (I&O) professionals. In Forrester's Forrsights Networks And Telecommunications Survey, Q1 2011, we asked 547 North...
Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...
The Challenges And Benefits Of Supporting Work-At-Home Agents
Forrester identified issues facing contact center infrastructure and operations (I&O) managers in November 2008, when we first published this report. In 2011 with the economy strengthening, they now...
Are any other large companies considering making voicemail an opt-in feature for employees? Are we early adopters? Are large companies that use Microsoft BPOS online services for mail, chat, Live...
What are the best practices for call center analytics? Also, we currently have VPI installed for quality monitoring and are considering either upgrading their product or switching solutions to meet...
The Growing Maturity Of Cloud Computing Influences More Contact Center Applications Decisions
Contact center applications that manage real-time interactions have been available as a hosted or cloud service for more than 20 years. Initially, the term used was Centrex ACD, and the technology...

Given the sheer volume of vendors in the customer experience analytics (CEA) space, it would be helpful to understand how Forrester buckets these vendors, whether it be by functional focus (e.g.,...
I&O Teams Can Take A More Active Role In Driving User Adoption By Avoiding Six Common UC Deployment Pitfalls
The value of unified communications (UC) increases when users have the reassurance that they can collaborate across the enterprise. For many infrastructure and operations (I&O) professionals who are...
Assessment: The Communications And Collaboration Infrastructure Playbook
This report provides Forrester's maturity assessment for infrastructure and operations (I&O) professionals responsible for their firms' communications and collaboration infrastructure. I&O leaders...
Business Impact: The Communications And Collaboration Infrastructure Playbook
This report outlines Forrester's solution for IT infrastructure and operations (I&O) professionals who are building out communications and collaboration infrastructure. This report is designed to...

Strategic Plan: The Contact Centers For Customer Service Playbook
As more enterprises develop organizational and operational structures to better manage customer experience, they need to drive this down into contact center architectural design. Today's challenge is...

We are moving to a new IPT infrastructure with 6,000 seats and want to know how long a migration of this size typically takes. What is a reasonable time frame to expect delivery from our vendor?
Despite Budget Pressures, Infrastructure And Operations Professionals Are Driving A Wide Array Of Contact Center Upgrades
The uncertain world economic outlook makes firms reluctant to hire new workers. Thus, it's no surprise that infrastructure and operations (I&O) pros are keen to invest in contact center upgrades to...