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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20 results in Reports

  • Art Schoeller
  • Application Development & Delivery
  • For Application Development & Delivery Professionals

    Report:Is It Time To Move Your Contact Center To The Cloud?

    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...

    • Downloads: 765
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Update 2011: Are Home Agents Right For Your Contact Center?

    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...

    • Downloads: 415
  • For Application Development & Delivery Professionals

    Report:Contact Center Purchase Plans 2011

    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...

    • Downloads: 662
  • For Application Development & Delivery Professionals

    Report:Mind The Gap When Organizing To Support Contact Center Applications

    Organization: The Contact Centers For Customer Service Playbook

    Contact center applications frequently require special service levels — such as uptime, performance, and scale — that exceed typical requirements for enterprise applications. Configuring them...

    • Downloads: 221
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Update 2012: Self-Assessment For Contact Centers

    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...

    • Downloads: 1070
    • Rating:
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q2 2013

    Landscape: The Contact Centers For Customer Service Playbook

    Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the...

    • Downloads: 674
    • Rating:
  • For Application Development & Delivery Professionals

    Report:Unified Communications Purchase Plans 2012

    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...

    • Downloads: 964
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For Infrastructure And Operations Professionals: Contact Center Solutions, Q3 2011

    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...

    • Downloads: 879
    • Rating:
  • For Application Development & Delivery Professionals

    Report:What You Need To Know About WebRTC

    Communications Application Development In Browsers Will Increase Customer Engagement And Unified Communications Adoption

    Communicating in real time via video, voice, and data has long been an important capability for the enterprise workforce. Integrating real-time communications into browser applications allows for...

    • Downloads: 71
  • For Application Development & Delivery Professionals

    Report:Design Your Contact Center From The Outside In

    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...

    • Downloads: 837
    • Rating:
  • For Application Development & Delivery Professionals

    Report:The Unified Communications Civil War

    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...

    • Downloads: 778
  • For Application Development & Delivery Professionals

    Report:Forrester's Unified Communications Road Map Planning Assessment

    Due to the disparate nature of unified communications components (voice, video, IM, conferencing), enterprises quite frequently lack the process to develop a comprehensive UC road map. The industry...

    • Downloads: 83
  • For Application Development & Delivery Professionals

    Report:Build An Outside-In Contact Center Road Map

    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...

    • Downloads: 544
    • Rating:
  • For Application Development & Delivery Professionals

    Report:HEROes Are Using Skype — Embrace It

    How To Manage Public UC Based On Skype And Mitigate Risk

    Infrastructure and operations (I&O) professionals who manage unified communications (UC) must decide how to incorporate public connections based on Skype software. HEROes in today's enterprises...

    • Downloads: 215
  • For Application Development & Delivery Professionals

    Report:Market Overview: Chat Solutions For Customer Service

    Twenty Solutions For Delivering Differentiated Experiences

    Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor...

    • Downloads: 551
    • Rating:
  • For Application Development & Delivery Professionals

    Report:The UC User Dilemma: If I&O Builds It, Will They Come?

    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...

    • Downloads: 376
  • For Application Development & Delivery Professionals

    Report:TechRadar™ For Business Process Professionals: Contact Center Solutions, Q3 2011

    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...

    • Downloads: 852
  • For Application Development & Delivery Professionals

    Report:Update 2012: Proactive Outbound Notification Saves Money

    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...

    • Downloads: 329
  • For Application Development & Delivery Professionals

    Report:SIP Trunking May Save You Money

    I&O Professionals Need To Explore SIP Trunking, But Consider Application, Security, And Interoperability Costs When Calculating ROI

    The communications industry continues on its path to packetizing real-time communications managed by session initiation protocol (SIP). As a result, SIP trunking is a key component that connects...

    • Downloads: 426
  • For Application Development & Delivery Professionals

    Report:Connect The Dots Between Customer Self-Service And Contact Centers

    Capturing Interaction Data From Multiple Self-Service Touchpoints To Increase Revenue And Effectiveness And Cut Costs

    As self-service systems of engagement channels such as mobile, the Web, and interactive voice response (IVR) peel off an increasing number of straightforward customer service requests, the tougher...

    • Downloads: 259
    • Rating: