About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Steven serves eBusiness & Channel Strategy Professionals. He is an authority on Australian online retail, including the behavior of Australian consumers, the sector's pattern of growth, Australian online retail technology adoption, and local retail practices across the entire customer life cycle, including marketing, merchandizing, and customer experience. A consistent theme of his recent research is the need to bury the funnel as a model of how marketing and commerce function, replacing it with a holistic understanding of the customer life cycle. From his base in Australia, Steven observes Asia Pacific trends, with a focus on China. His global research has addressed issues that range from content moderation and green marketing to global marketing management.
Before joining Forrester, Steven spent almost five years with the global, full-service public relations agency Hill & Knowlton. There he launched and managed the company's digital PR offering in Australia. Prior to this, Steven's roles included editor of Australian Macworld and eBusiness editor of Marketing magazine.
Steven received an MBA from the University of Technology Sydney, a graduate certificate in professional writing and editing from the Royal Melbourne Institute of Technology, and a B.A. with honors in economic history and industrial relations from the University of Melbourne.
Using Cross-Channel Attribution To Understand Marketing Effectiveness
In an environment where media fragmentation is the status quo, traditional one-to-one, last-touch methods of allocating demand to marketing efforts are outdated and lead to a suboptimal marketing...
Organization: The Personal Identity Management Playbook
In anticipation of the increasing adoption of personal identity management (PIDM) tools and services, customer intelligence (CI) leaders will be held increasingly accountable for their organizations'...

With the increase in high-profile data breaches and the recent Federal Trade Commission (FTC) settlements that hold Facebook, Google, and Twitter accountable to strict privacy audit guidelines,...


As you may have read, I've just published a report entitled "Untangling the Attribution Web" (subscription required). In the course of researching that report, it became clear...
My Customer Intelligence colleagues and I, like many others, can't help but wonder how Carol Bartz's departure from Yahoo! is going to play out for the digital behemoth. Shar...
Despite being something of a romantic, I don't really go in much for the so-called "Hallmark Holidays." In fact, this XKCD comic sums up my feelings rather perfectly: Still, I'm very aware...
CI Professionals Are Fighting Wars On Multiple Fronts In Order To Evolve
As Customer Intelligence (CI) matures, CI professionals must adapt how they capture, integrate and manage, analyze, and apply knowledge about their customers. As we look ahead to 2011, we expect CI...
How 13 Vendors Stack Up In An Emerging Market
In Forrester's 19-criteria evaluation of emerging customer engagement agencies (CEAs), we found that only OgilvyOne Worldwide has made a significant-enough shift in this segment of its business to be...

Customer intelligence is in the throes of significant change brought about by two primary drivers: 1) the disruption caused by the massive shifts in consumer behavior, and 2) organizations' growing...

Yesterday, the White House released a long-awaited set of recommendations that are focused on helping individuals take greater control of how their data is collected and used for online...
Yesterday, Google announced that, effective March 1, it would be creating a single view of users across the majority of its products and services and creating a single, simplified, global privacy...
Customer Intelligence (CI) professionals should apply the principles of agile development — collaboration, self-organization, and iterative development — to speed delivery and create...
It has been a few years since Forrester delved deeply into the issues surrounding consumer privacy, and in that time, an awful lot has changed: Facebook Connect, Google ID, Yahoo Identity, and Sign...
As an analyst on Forrester's Customer Insight's team, I spend a lot of time counseling clients on best-practice customer data usage strategies. And if there's one thing I've learned,...
You've heard me go on and on about the importance of personal identity management (PIDM), and the principles you'll need to adopt to thrive in a PIDM-enabled ecosystem, for a year...
Strategic Plan: The Personal Identity Management Playbook
As personal identity management (PIDM) begins to take shape, companies must think about their customer intelligence (CI) practices differently. Today's data governance policies — the rules that...

We've spent a lot of time in the past year looking at how the customer intelligence services landscape is changing. For one thing, it's a heck of a lot more chaotic: everyone from...
It’s been a week since I got back from SxSW in Austin, and I still can’t believe how absolutely MASSIVE the coverage of privacy, personal data, and identity issues was at the conference....
This week, some Wells Fargo customers in South Carolina and Florida got a nasty surprise. Turns out, a "malfunctioning printer" printed multiple customers' account information (including...
When we set out to evaluate the new breed of firm that we call "customer engagement agencies," we sent our initial screener to an incredibly long list of firms -- over sixty, in fact! -- ranging from...
As customer databases grow in functionality and organizational influence, Customer Intelligence (CI) professionals must choose between insourcing and outsourcing strategies to best facilitate their...
We are curious about any statistics that show the adoption of the term "Customer Intelligence (CI)" as compared with the term "direct marketing (DM)." How is the rebranding using this term doing? Are...
Why Retailers Must Invest In Maturing Their CI Capabilities
Multichannel retailers, who often have a direct-marketing provenance, have marts and warehouses full of customer data. But very few of them are turning that data into Customer Intelligence (CI) the...