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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25 results in Reports

  • Art Schoeller
  • IT Infrastructure & Operations
  • 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: 672
  • 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: 1091
  • 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: 266
  • 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: 350
  • For Infrastructure & Operations Professionals

    Report:Reduce Risk And Drive Adoption With A CCI Road Map

    Road Map: The Communications And Collaboration Infrastructure Playbook

    As communications and collaboration infrastructures (CCIs) start to coalesce into broader suites, infrastructure and operations (I&O) professionals need to ensure that the right road map will...

    • Downloads: 242
  • For Infrastructure & Operations Professionals

    Report:Build A Better Business Case For UC

    Business Case: 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...

    • Downloads: 632
  • For Infrastructure & Operations Professionals

    Report:The CCI Market Is Poised For Growth

    Benchmarks: The Communications And Collaboration Infrastructure Playbook

    This report provides IT infrastructure and operations (I&O) professionals with strategic benchmarks to compare their communications and collaboration infrastructure budgets, priorities, motivations,...

    • Downloads: 139
  • For CIO Professionals

    Report:Office 2013: A Breakthrough In Productivity

    Highly Integrated With A Risk Of Lock-In

    Microsoft looks to strike three very familiar chords with the release of Office 2013: mobile, social, and cloud. Each has become table stakes for enterprise software, and in order for Microsoft to...

    • Downloads: 585
  • 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: 217
  • 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: 796
  • 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: 979
  • 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: 589
  • 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: 1005
  • For Application Development & Delivery Professionals

    Report:Vendors Battle For The Heart Of The Contact Center

    Customer service leaders struggle to meet customer expectations and internal cost structures. One leading factor contributing to this struggle is that the heart of the contact center is comprised of...

    • Downloads: 156
  • 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: 775
  • For Infrastructure & Operations Professionals

    Report:Get Organized To Stop The Communications And Collaboration Infrastructure Civil War

    Organization: The Communications And Collaboration Infrastructure Playbook

    In the American Civil War, many combatants on both sides had attended the Unites States Military Academy at West Point as cadets. The war pitted not only brother against brother but also cadet...

    • Downloads: 275
  • For Infrastructure & Operations Professionals

    Report:Use Context To Drive A Seamless UC&C Service Layer

    Vision: The Communications And Collaboration Infrastructure Playbook

    Increasing consumerization of IT and advances in both cloud technologies and deployment models tremendously affect the enterprise not simply on how we communicate but where, when, and on what kind of...

    • Downloads: 321
  • For Infrastructure & Operations Professionals

    Report:Five Trends To Help You Enable Collaboration In Context

    Generating ROI By Delivering Value To Users And Customers

    Unified communications and collaboration (UC&C) solutions have been evolving from science experiments to useful business tools for a decade. Communications-enabled collaboration experiences allow...

    • Downloads: 147
  • For Application Development & Delivery Professionals

    Report:See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold

    The Technology Arrives, But Does It Improve The Customer Experience?

    Despite a history of false starts, live video chat for eCommerce and customer support is now at the beginning of a viable adoption cycle. Early adopters — most notably Amazon — are...

    • Downloads: 270
  • For Infrastructure & Operations Professionals

    Report:Avoid Tactical, Narrow Communications And Collaboration Infrastructure Strategies

    Strategic Plan: Communications And Collaboration Infrastructure Playbook

    This report outlines Forrester's solution for IT infrastructure and operations (I&O) leaders developing a communications and collaboration infrastructure (CCI) strategic plan. Developing such a plan...

    • Downloads: 361
  • 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: 149
  • 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: 469
  • For Infrastructure & Operations Professionals

    Report:The Forrester Wave™: On-Premises Unified Communications And Collaboration, Q2 2014

    The 11 Providers That Matter Most And How They Stack Up

    In Forrester's 29-criteria evaluation of enterprise on-premises unified communications and collaboration (UC&C) solutions vendors, we identified the 11 most significant providers — Aastra...

    • Downloads: 286
  • For Infrastructure & Operations Professionals

    Report:Enter More Social, Mobile, Video, And Cloud: Is Your Infrastructure Ready To Collaborate?

    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...

    • Downloads: 445
  • For Application Development & Delivery Professionals

    Report:Refine The Source Of Truth In Your Contact Center To Drive Better Performance

    Performance Management: The Contact Centers For Customer Service Playbook

    To quote Yogi Berra, "If you don't know where you are going, you'll end up someplace else." Today's contact centers are not lacking a large quantity of data about their performance, especially now...

    • Downloads: 128