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.
Forrester Applies Its Web Site Brand Experience Review Methodology To Five Top Sites
The multibillion-dollar auto industry features some of the most recognized brand names in the US, like Chevrolet, Ford, Honda, Nissan, and Toyota. But how good is the brand experience offered by...
Improving website user experience can increase sales and reduce costs, but many customer experience professionals struggle to estimate the potential value of planned improvements. By constructing a...

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...
Are there any uptime/availability statistics for retail sites that Forrester can provide?
This is the reviewer's guide for Forrester's Cross-Channel User Experience 8.0 scorecard.
This document provides guidance on how to score a site experience against the 10 questions in Forrester's Website Top 10 User Experience Review and is intended to be used in conjunction with 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)...

Firms Are Planning Major Design Projects And Increasing Related Investments
A recent survey of Forrester's Customer Experience Peer Research Panel revealed that the vast majority of firms are planning large-scale digital experience redesign or creation projects in 2011. With...
Forrester Applies Its Web Site User Experience Review Methodology To Four Wireless Carriers
Forrester evaluated the Web site user experience of the four largest US wireless carriers: AT&T, Sprint, T-Mobile, and Verizon Wireless. Overall scores were mediocre: No site received a passing...
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...

Customer experience professionals had already told us that they were planning many large digital design projects in 2011. This time around, we asked Forrester's Customer Experience Peer Research...
Who at Forrester leads the practice around multichannel integration and personalization? Specifically, I'm looking for help with two things: 1) a case study on someone who does phone and Web...
This document provides guidance on how to score an application experience against the 20 questions in Forrester's Application User Experience Review and is intended to be used in conjunction with the...
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?
What are some best practices for online lead generation forms? Where do you place them on a website (e.g., left navigation versus right navigation)? How does certain placement affect the customer...
This is the reviewer's guide for Forrester's IVR User Experience Review 8.0 scorecard.
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:...

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...
