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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202 results in Reports

  • Customer Experience
  • For Customer Experience Professionals

    Report:How Rogers Communications Unified Its Approach To Customer Experience Measurement

    In just 18 short months, customer experience professionals at Rogers Communications (Canada's largest telecommunications company) developed and gained support for a new customer experience...

    • Downloads: 480
  • For Customer Experience Professionals

    Report:The Customer Experience Index, Italy 2014

    How good is the experience at leading Italian companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 31 Italian brands across seven...

    • Downloads: 109
  • For Customer Experience Professionals

    Report:Why Agile Matters For Customer Experience

    Agile Helps CX Professionals Fast-Track And Hone CX Programs

    Customer experience (CX) professionals disillusioned with traditional development methods that are slow and lead to broken experiences embrace Agile to fast-track and hone their programs. Agile adds...

    • Downloads: 297
  • 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: 360
  • 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: 891
  • 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: 608
  • For Customer Experience Professionals

    Report:Executive Q&A: Customer Experience Measurement

    To measure customer experience (CX), firms need a framework that tells them not only how good their customers' experiences are but also how to improve them and what benefits to expect from doing so....

    • Downloads: 626
  • For Customer Experience Professionals

    Report:Case Study: How Delta Air Lines Soared In The Customer Experience Index

    Every year, Forrester uses the results of its Customer Experience Index (CXi) benchmark to see which firms made big strides in the race for customer experience excellence. In our 2014 data, we saw...

    • Downloads: 223
  • For Customer Experience Professionals

    Report:Design Enjoyable Experiences Now

    Enjoyment is one of the best possible outcomes of any customer experience. But the majority of firms can barely design a useful, usable experience, much less a pleasurable one. Recent advances in the...

    • Downloads: 502
  • For Customer Experience Professionals

    Report:The State Of The Art Of Personas

    Personas Have Evolved To Support Differentiated Customer Experience Design In The Age Of The Customer

    Personas offer a proven solution for a common design challenge: Keeping the end user in mind during all phases of design, development, and testing. Recently, shortsighted firms have wrongly dismissed...

    • Downloads: 1364
  • For Customer Experience Professionals

    Report:Executive Q&A: Customer Understanding For Customer Experience Management

    Compelling customer experiences stem from a company's deep understanding of its target customers' goals and behaviors. This requires uncovering customer needs in a disciplined manner. This report...

    • Downloads: 464
  • 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

    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: 659
  • For Customer Experience Professionals

    Report:Brief: Key Takeaways From Forrester's 2014 Customer Experience Forum East

    Market Leaders Turn To Customer Understanding And Design To Deliver Great Experiences

    At Forrester's Forum For Customer Experience Professionals East, speakers presented best practices and case studies that showed how they are coping with a new, more competitive era for customer...

    • Downloads: 22
  • For Customer Experience Professionals

    Report:How To Solve The CX Technology Puzzle

    Tools And Technology: The Customer Experience Ecosystem Playbook

    Customer experience professionals face a myriad of technology choices as vendors jump on the CX bandwagon. But you can't buy CX in a box. To succeed, firms must guide technology decision-making based...

    • Downloads: 400
  • For Customer Experience Professionals

    Report:Predictions 2014: Customer Experience

    Customer experience (CX) made big news in 2013, with firms investing big bucks in boosting their CX efforts and cringe-inducing failures making international headlines. In 2014, expect two dominant...

    • Downloads: 799
  • For Customer Experience Professionals

    Report:Want A Healthy Customer Experience Ecosystem? Free Your Workers

    Why Simplified Access To Information Is Essential For An Adaptive, Customer-Centered Enterprise

    A customer experience ecosystem is the product of interactions between a business' employees, partners, and customers. An emerging class of information worker-- employees who use a computer at least...

    • Downloads: 170
  • For Customer Experience Professionals

    Report:Next In Tech: Indoor Positioning

    Indoor Venues Are The Next Frontier For Location-Based Services

    Location is a cornerstone of mobile experiences and enables some of the most widely used mobile apps, such as Foursquare and Yelp. Location has also become a new battleground as Apple, Google, and...

    • Downloads: 723
  • For Customer Experience Professionals

    Report:Don't Fix Customer Experience Problems, Prevent Them

    In a recent survey of customer experience professionals, 86% said that their executives hope to differentiate in the marketplace on the basis of their customer experience. Unfortunately, most...

    • Downloads: 738
  • For Customer Experience Professionals

    Report:Drive Customer-Centric Employee Behavior With Rewards And Recognition

    Companies that want to deliver great customer experiences need to engage their employees in the effort. That's why many firms set out to align their workforce by rewarding a rise in customer...

    • Downloads: 358
  • For Customer Experience Professionals

    Report:What Chinese Consumers Expect From Website Experiences

    Chinese websites don't look very much like their Western counterparts. But as the principles of effective site design become more well-known, don't expect Chinese sites to fully adopt Western...

    • Downloads: 276
  • For Customer Experience Professionals

    Report:Where Are You On The Path To Customer Experience Maturity?

    Assessment: The Customer Experience Maturity Playbook

    Success in the age of the customer requires the ability to design, implement, and manage customer experience in a disciplined way — a capability few firms have today. They can build this...

    • Downloads: 629
  • For Customer Experience Professionals

    Report:Collaborating Internally To Serve Empowered Customers — The Australian Approach

    In the age of the customer, businesses face a new era of increasingly empowered customers, shifting technology budgets and spending, and sputtering customer experience efforts. We wanted to know if...

    • Downloads: 84
  • 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: 1214
  • For Customer Experience Professionals

    Report:How To Craft User Goals For Expert Evaluations

    Expert evaluations test user scenarios and then evaluate the experience based on a set of heuristics. To get the best results from these evaluations, customer experience professionals need to craft...

    • Downloads: 216
  • For Customer Experience Professionals

    Report:How Disciplined Is Your Customer Experience Management?

    To succeed in today's business climate, companies must consistently deliver a good customer experience. Unfortunately, few firms have what it takes to do that because they lack systems for...

    • Downloads: 399