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.

Education

Peter holds a BEng in manufacturing systems engineering from the University of Strathclyde in Scotland.

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203 results in Reports

  • Customer Experience
  • For Customer Experience Professionals

    Report:The Business Impact Of Customer Experience, 2013

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and loyalty. We built three simple models to estimate the impact customer experience...

    • Downloads: 1331
  • For Customer Experience Professionals

    Report:Conversations With Customer Experience Leaders: Maersk Line's Jesper Engelbrecht Thomsen

    In 2009, Maersk Line asked Jesper Engelbrecht Thomsen, vice president of customer service, to take on the role of improving customer experience enterprisewide. Faced with increasing competition and...

    • Downloads: 304
  • For Customer Experience Professionals

    Report:Executive Q&A: Voice Of The Customer Programs

    This report is an update to "Executive Q&A: Voice Of The Customer Programs" originally published on April 11, 2011. The voice of the customer (VoC) is a critical component of any customer experience...

    • Downloads: 698
  • For Customer Experience Professionals

    Report:Innovation In Hospital Customer Experience

    How Leading Hospital Systems Drive Change Inside And Outside Their Walls

    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: 852
  • For Customer Experience Professionals

    Report:Anticipate Your Customer's Next Move With Proactive Experiences

    The emergence of powerful mobile devices, connected sensors, and open application programming interfaces (APIs) makes it possible to deliver a new type of customer experience known as proactive...

    • Downloads: 625
  • For Customer Experience Professionals

    Report:Key Takeaways From Forrester's 2013 Customer Experience Forum EMEA: Know Thy Customer

    At Forrester's Forum For Customer Experience Professionals EMEA, speakers presented best practices and case studies detailing how to boost customer experience (CX) to the next level. While they...

    • Downloads: 288
  • For Customer Experience Professionals

    Report:How Much Are Companies Spending On Digital Design Projects?

    Customer experience professionals had already told us that they were planning many large digital design projects in 2011. This time around, we asked Forrester's Customer Experience Peer Research...

    • Downloads: 501
  • For Customer Experience Professionals

    Report:Service Design Agency Overview, 2013

    Service Providers: The Customer Experience Maturity Playbook

    Service designers define and implement interactions that span time and multiple touchpoints — as well as the behind-the-scenes activities and systems that enable firms to deliver those...

    • Downloads: 288
  • 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: 353
  • For Customer Experience Professionals

    Report:Case Study: How American Cancer Society Used Measurement To Optimize Customer Experience

    The Evolution Of An Outcome-Driven CX Measurement Program

    The American Cancer Society (ACS) is the most comprehensive organization fighting cancer in the US. Every year, ACS touches millions of people who are invested in the fight against cancer. However,...

    • Downloads: 128
  • For Customer Experience Professionals

    Report:Why Customer Experience, Why Now?

    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...

    • Downloads: 3427
  • For Customer Experience Professionals

    Report:The Services Frontier For The Digital Consumer

    Services For The Digital Self

    This report, originally written for CIOs, includes content relevant to chief customer officers. And here's why: As consumers continue to aggregate data — spanning personal and work-related...

    • Downloads: 274
  • For Customer Experience Professionals

    Report:Case Study: Cisco Quad Gives Employees CARS Experiences

    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...

    • Downloads: 147
  • For Customer Experience Professionals

    Report:Customer Journey Mapping: What Is It For?

    Five Firms Describe How Customer Journey Mapping Helps Them

    Forrester clients tell us that they're eager to use customer journey maps because they see the documents as ideal tools to analyze and communicate their customers' perspectives on the interactions...

    • Downloads: 1389
  • For Customer Experience Professionals

    Report:You Are Here: Location Analytics And The Rebirth Of Customer Experience

    As the digitization of people, places, and experiences brings the online and offline realms together, companies are waking up to the fact that they know much more about their customers online than...

    • Downloads: 570
  • For Customer Experience Professionals

    Report:Brief: Disney Leads The Charge Across The Digital-Physical Divide

    The Magic Kingdom's $1 Billion Bet On Technology Signals A New Era Of Digitally Enhanced Customer Experiences

    Disney has spent $1 billion on MyMagic+, a next-generation technology-fueled customer experience that transforms the way its guests play, stay, and pay at the "most magical place on Earth." Disney...

    • Downloads: 260
  • 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: 358
  • For Customer Experience Professionals

    Report:Digital Customer Experience Teams In The Post-PC Era

    Organization: The Digital Customer Experience Improvement Playbook

    The proliferation of new form factors and touchpoints has companies struggling to create digital experiences that meet rising customer expectations. To handle this challenge, customer experience (CX)...

    • Downloads: 586
  • For Customer Experience Professionals

    Report:Five Creative Approaches For Using Personas And Customer Journey Maps Effectively

    Personas and customer journey maps are central to companies' customer understanding programs. To understand how firms can get the full benefit from these tools, Forrester interviewed both vendor and...

    • Downloads: 1180
  • For Customer Experience Professionals

    Report:Case Study: How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture

    In 2005, the Hampton hotel brand embarked on a culture transformation intended to differentiate its hotels from competitors by delivering superior guest experiences. Along the way, the team at...

    • Downloads: 100
  • 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: 328
  • For Customer Experience Professionals

    Report:Case Study: Pizza Pizza Cooks Up A Successful Mobile App

    One of Canada's largest pizza chains wanted to be the first to market with a mobile experience that offered greater convenience to its customers. The company partnered with mobile agency Plastic...

    • Downloads: 355
  • For Customer Experience Professionals

    Report:The Path To Customer Experience Maturity

    Road Map: The Customer Experience Maturity Playbook

    Companies have lofty goals for customer experience. Unfortunately, most customer experience professionals aren't doing even a fraction of the things required to achieve those goals. Customer...

    • Downloads: 928
  • For Customer Experience Professionals

    Report:The Customer Experience Index, Germany 2014

    How good is the experience at leading German companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 25 German brands across seven...

    • Downloads: 102
  • For Customer Experience Professionals

    Report:Executive Q&A: Customer Experience Design

    The right customer interactions, implemented the right way, don't just happen. Instead, they must be actively designed. This requires learning — and then sticking to — the steps in a...

    • Downloads: 616