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

Vikram leads the forecast team, which is responsible for producing all forecasts within M&S research. He is focused on the consumer commerce areas including retail, travel, and financial services. He is keenly involved in understanding the evolution of consumers' online behavior and technology adoption.
Vikram came to Forrester Research through its acquisition of Jupiter Research, where he started in July 2000. Prior to Jupiter, Vikram worked at IRI, a leading market research company, where he worked closely with some of the leading CPG companies.
Vikram often appears on TV, radio, and comments in the press on the US online retail and travel industry. He has been quoted in The L.A. Times, Business Week, The New York Times, CNN Money, and American Banker. He has also appeared on CNBC, Bloomberg TV, and Radio, NPR, Fox Business News, and ABC.
Vikram earned an M.B.A. from Virginia Tech and a B.Com from N.M College in Mumbai, India.
After evaluating two categories of enterprise feedback management (EFM) vendors in Q3 2011, Forrester will no longer cover the vendor market landscape in the same way. This report explains why the...
Since 1999, Forrester has used its Website User Experience Review methodology to evaluate the user experience of 1,500 websites spanning business-to-consumer (B2C) and business-to-business (B2B)...

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...

Customer Experience Professionals Share Plans For Design Tools, Budgets, And Staffing
Time To Get Serious About Social Voice Of The Customer
Most consumers have gotten poor service at some point in the past year. Among that group, the vast majority told friends or family about their disappointing experiences. To understand the causes of...
What methodology did Forrester use to rank the winners of the VoC Awards?
Customer Experience Professionals Share Plans For Design Tools, Budgets, And Staffing
During the past few years, Forrester has seen tremendous momentum for digital design projects as digital touchpoints proliferate. And the trend held true this year, too: A recent survey of...

Business Case: The Digital Customer Experience Improvement Playbook
This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...

Performance Management: The Digital Customer Experience Improvement Playbook
This report is an update to "What Are The Right Web Customer Experience Success Metrics?" originally published on July 20, 2011. Good website customer experience metrics fulfill two purposes:...

I found a reference to some 2009 research by Forrester that says that people will abandon a website if it takes more than 3 seconds to load a page. Do you know if this has been updated?
A Look Inside The Voice Of The Customer Programs At Barclaycard US, Cisco, And Vanguard
This year, Forrester recognized three winners of its fourth annual Voice Of The Customer Awards: Barclaycard US, Cisco Systems, and The Vanguard Group. Each of the winning voice of the customer (VoC)...

After evaluating two categories of enterprise feedback management (EFM) vendors in Q3 2011, Forrester will no longer cover the vendor market landscape in the same way. This report explains why the...
Benchmarks: The Digital Customer Experience Improvement Playbook
This report is an update to "Best And Worst Of Website User Experience, 2011" originally published on November 18, 2011. This report outlines how customer experience professionals can benchmark...
Customer experience professionals depend on surveys for their voice of the customer (VoC) and customer experience (CX) measurement programs. But with so many surveys coming at each individual...
Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. CX pros need to know how good their programs are, how they...
VoC Programs Are Developing But Still Don't Deliver Enough Value
Companies use voice of the customer (VoC) programs to collect and analyze customer feedback, make customer experience improvements, and track the results of those improvements. In order to assess how...
