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.
Taming The Insurance Claim Experience
At its highest level, a business process is any activity that helps an enterprise achieve its goals. In insurance, industry-specific applications form the transactional backbone of claims processing;...

Landscape: The Business Process Management Playbook
Firms continue to invest massive amounts of money and time into improving their business processes. Why? Because of the imperative to optimize their business operations for their markets, even as...

Assessment: The Contact Centers For Customer Service Playbook
This report describes the best practices assessment framework that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer service...

Organize Content And Improve Dynamic Case Management
Content analytics that mines unstructured content brings to mind tricky, long projects and visions of Ph.D.'s with white coats who comb through vast collections of content on a galactic scale. Yet...
Tools And Technology: The Business Process Management Playbook
Today, business process management (BPM) excellence programs can choose from a variety of technology options to deliver process improvement across the enterprise. Forrester currently segments the BPM...

Semantic Services Enable Better Dynamic Case Management
Netherlands-based Be Informed has developed something truly new in the business process management suites (BPMS) marketplace. At the heart of its dynamic case management (DCM) offering lies a...
A business process, at its highest level, is any activity that helps an enterprise achieves its goals. Packaged and industry-specific applications form the transactional backbone of most critical...

Road Map: The Governance, Risk, And Compliance Playbook
The governance, risk management, and compliance (GRC) technology market is one of fluctuation, confusion, and contention. Many technologies relevant for governance, risk management, and compliance...

Fill Gaping Hole In Process Needs
Enterprises need to shift from isolated enterprise social projects to a process-oriented view that drives business outcomes. Smart process apps — an emerging $34 billion software category...
Policy And Procedures: The Business Process Management Playbook
This report outlines the critical methods and techniques for business process management (BPM) initiatives. It represents a key component of Forrester's solution for BPM excellence. It is designed to...
Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

Business process pros need to engage their business colleagues throughout business process management (BPM) projects; flow diagrams alone are not good enough. By understanding and adopting the...