Peter Sheldon

VP, Principal Analyst serving eBusiness & Channel Strategy PROFESSIONALS

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.

Previous Work Experience

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.

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196 results in Reports

  • Customer Experience
  • For Customer Experience Professionals

    Report:Quick Take: Rackspace Promotes Its Chief Customer Officer To President

    Rackspace, a provider of hybrid cloud services that earned approximately $1.5 billion in 2013, promoted its chief customer officer (CCO) to president. This move exemplifies the kind of change firms...

    • Downloads: 58
  • For Customer Experience Professionals

    Report:How Governments Can Improve Everyone's Customer Experience

    Smart Procurement Programs Can Help End The Plague Of Bad Customer Experience

    Companies plague US consumers with rampant customer experience (CX) failures, hurting people's quality of life and the nation's economy. But government can help. By creating CX-preferred purchasing...

    • Downloads: 69
  • For Customer Experience Professionals

    Report:The Best And Worst Of Mobile User Experience

    Mobile presents an enormous opportunity to transform the customer experiences for those able to cope with relentless device permutations, demanding human factors, and expectant customers. Those...

    • Downloads: 392
    • Rating:
  • For Customer Experience Professionals

    Report:Meet The Changing Needs Of Connected Customers

    Your customers are more connected, more empowered, and more distracted than ever. To compete in this volatile world, companies need a new approach to delivering customer experiences. This report...

    • Downloads: 831
    • Rating:
  • For Customer Experience Professionals

    Report:How To Get Value From Customer Journey Maps

    Companies Share Best Practices For Using Journey Maps Effectively

    This report describes best practices for using journey maps to drive improvements in customer experience. Customer journey maps are foundational tools that support companies' efforts to improve...

    • Downloads: 1136
    • Rating:
  • For Customer Experience Professionals

    Report:Reviewer's Guide: Application User Experience Review 1.0

    This document provides guidance on how to score an application experience against the 20 questions in Forrester's Application User Experience Review and is intended to be used in conjunction with the...

    • Downloads: 81
  • For Customer Experience Professionals

    Report:Seven Steps To Successful Customer Experience Measurement Programs

    Performance Management: The Customer Experience Maturity Playbook

    Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what's working and what's broken. This report...

    • Downloads: 977
    • Rating:
  • For Customer Experience Professionals

    Report:Better Customer Experience Correlates To Higher Net Promoter Scores For Banks And Retailers

    Investments in customer experience improvements are likely to drive a higher Net Promoter Score (NPS). Forrester tested the strength of the correlation between customer experience quality — as...

    • Downloads: 909
  • For Customer Experience Professionals

    Report:Five Secrets Of Effective Customer Experience Steering Committees

    Customer experience (CX) steering committees add value by coordinating CX efforts that span silo boundaries. We interviewed leaders of CX steering committees at various firms to learn what helps...

    • Downloads: 297
  • For Customer Experience Professionals

    Report:How To Hire And Onboard Customer-Centric Employees

    Companies can become more customer-centric by hiring employees who inherently want to serve customers and then getting them off to the right start. Customer experience (CX) professionals can do this...

    • Downloads: 250
    • Rating:
  • For Customer Experience Professionals

    Report:Three Organizational Models For Chief Customer Officers

    Organization: The Customer Experience Maturity Playbook

    This report outlines common models of organization used by customer experience professionals seeking to act and transform their company into an experience-driven organization. To update our research...

    • Downloads: 1303
    • Rating:
  • For Customer Experience Professionals

    Report:Reinvent Customer Experience

    Road Map: The Customer Experience Ecosystem Playbook

    Nearly 75% of customer experience leaders say their firms' goal is to differentiate on the basis of customer experience. Despite that aspiration, only 3% of companies succeed in delivering an...

    • Downloads: 1016
  • For Customer Experience Professionals

    Report:Tools For Mastering The Customer Experience Ecosystem

    Processes: The Customer Experience Ecosystem Playbook

    To make meaningful customer experience improvements, organizations need to align their customer experience ecosystems. That requires understanding customers' deep needs, viewing interactions from the...

    • Downloads: 1115
    • Rating:
  • For Customer Experience Professionals

    Report:Mothercare Uses Knowledge Management To Unify Customer Experience Across Touchpoints

    Specialty retailer, Mothercare Group, worked with self-service vendor, Transversal, to improve knowledge management across its three key touchpoints — the Web, call centers, and retail stores....

    • Downloads: 493
  • For Customer Experience Professionals

    Report:Digital Design Projects And Spending, 2013

    CX Professionals Share Plans For Budgets, Staffing, And Design Tools

    A recent survey of Forrester's Global Customer Experience Peer Research Panel revealed that the vast majority of firms are planning large-scale digital experience projects in 2013. This report is...

    • Downloads: 341
    • Rating:
  • For Customer Experience Professionals

    Report:How To Build Your Voice Of The Customer Program

    Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. CX pros need to know how good their programs are, how they...

    • Downloads: 644
    • Rating:
  • For Customer Experience Professionals

    Report:How To Use Text Analytics In Your VoC Program

    Customer experience professionals struggle to get the most out of text analytics tools and make the case for their value. This report describes the pitfalls that customer experience teams should...

    • Downloads: 269
    • Rating:
  • For Customer Experience Professionals

    Report:Customer Experience Strategy Best Practices

    Firms struggle when their customer experience strategy lacks critical details and fails to provide clear direction. The result: inconsistent execution and wasted effort. To orchestrate a consistent...

    • Downloads: 1612
    • Rating:
  • For Customer Experience Professionals

    Report:Communication, Training, And Routines: How Companies Socialize Customer Centricity

    Companies can create a more customer-centric culture by socializing customer focus among all employees. Customer experience (CX) professionals must lead their organizations to communicate the...

    • Downloads: 249
  • For Customer Experience Professionals

    Report:How B2B Firms Improve Customer And Partner Experience

    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: 1035
    • Comments: 2
    • Rating:
  • For Customer Experience Professionals

    Report:The Customer Experience Index, China 2014

    Forrester asked 4,500 online consumers in metro China about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these...

    • Downloads: 90
  • For Customer Experience Professionals

    Report:Case Study: Bertucci's Innovates The Fast-Casual Restaurant Experience

    New Dining Concept Draws Gen Y And Millennial Diners

    In 2011, the executives at Bertucci's, a 30-year-old restaurant chain in the US Mid-Atlantic and New England regions, faced a big problem: The restaurant had become nearly invisible to younger...

    • Downloads: 136
    • Rating:
  • For Customer Experience Professionals

    Report:Best And Worst Of Chinese-Language Websites, 2013

    Forrester has been evaluating website user experiences since 1999, and we've completed more than 1,500 site reviews so far. This year, for the first time, we turned our attention to Chinese-language...

    • Downloads: 88
  • For Customer Experience Professionals

    Report:Hiring The Right Customer Experience Team For Greater CX Maturity

    Although customer experience (CX) teams need a diverse mix of skills, they're typically too small to afford an army of specialists. In fact, many CX leaders have just one or two direct reports when...

    • Downloads: 299
    • Rating:
  • For Customer Experience Professionals

    Report:Develop Your Digital Customer Experience Strategy

    Strategic Plan: The Digital Customer Experience Improvement Playbook

    This report is an update to "How To Develop Your Digital Customer Experience Strategy" originally published on July 13, 2011. Companies need a digital customer experience strategy to ensure that they...

    • Downloads: 2252