Vikram Sehgal

VP, Research Director - Data serving Customer Insights PROFESSIONALS

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.

Previous Work Experience

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.


Education

Vikram earned an M.B.A. from Virginia Tech and a B.Com from N.M College in Mumbai, India.

Research Coverage:

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  • Adele Sage
  • Customer Experience Management
  • Past 18 months
  • For Customer Insights Professionals

    Report:End-Of-Life: The Forrester Wave™ EFM Satisfaction And Loyalty Solutions

    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...

    • Downloads: 76
  • For Customer Experience Professionals

    Report:Lessons Learned From 1,500 Website User Experience Reviews

    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)...

    • Downloads: 1374
    • Comments: 1
    • Rating:
  • 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: 190
  • For Customer Experience Professionals

    Charts & Figures:The Top Five Most Commonly Used Methodologies By Project Type

    Customer Experience Professionals Share Plans For Design Tools, Budgets, And Staffing

  • For Customer Experience Professionals

    Report:How Consumers Complain About Poor Service

    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...

    • Downloads: 868
  • For Customer Experience Professionals

    Client Inquiry:What Methodology Did Forrester Use To Rank The Winners Of The VoC Awards?

    What methodology did Forrester use to rank the winners of the VoC Awards?

    • For Customer Experience Professionals

      Report:Digital Design Projects And Spending, 2012

      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...

      • Downloads: 466
      • Rating:
    • For Customer Experience Professionals

      Report:Websites That Don't Support Customers Waste Millions

      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...

      • Downloads: 1733
      • Rating:
    • For Customer Experience Professionals

      Report:The Right Website Experience Success Metrics

      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:...

      • Downloads: 1570
      • Rating:
    • For Customer Experience Professionals

      Client Inquiry:Does Forrester Have Updated Website Drop-Off And Abandonment Metrics?

      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?

      • For Customer Experience Professionals

        Report:Lessons From Forrester's 2012 Voice Of The Customer Award Winners

        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)...

        • Downloads: 428
        • Rating:
      • For Customer Insights Professionals

        Report:End-Of-Life: The Forrester Wave™ EFM Vendors, Market Insights Platform Providers

        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...

        • Downloads: 62
        • Comments: 2
      • For Customer Experience Professionals

        Tool:VoC Program Self-Assessment Criteria

      • For Customer Experience Professionals

        Report:Best And Worst Of Website Experience, 2011

        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...

        • Downloads: 1731
      • For Customer Experience Professionals

        Report:Top Ways To Combat Survey Fatigue

        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...

        • Downloads: 267
      • For Customer Experience Professionals

        Report:How To Build Your Voice Of The Customer Program

        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...

        • Downloads: 203
      • For Customer Experience Professionals

        Report:The State Of VoC Programs, 2012

        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...

        • Downloads: 410
        • Rating:
       
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