Forrester Research : Analyst

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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:

Mobile Channel for Consumers, eCommerce

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Megan Burns
Manufacturing
Telecommunication Services

For Customer Experience Professionals
Report:The Business Impact Of Customer Experience, 2010
What A Higher Customer Experience Index Score Can Do For Revenue
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To help customer experience professionals prove the business value of a better enterprise customer experience, we built simple models that show how revenue increases when a company's Customer...
- Downloads: 1581
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Report:The Customer Experience Index, 2012
Benchmarks: The Experience-Driven Organization Playbook
Megan BurnsJanuary 23, 2012
This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...
- Downloads: 2825
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For Customer Experience Professionals
Report:The Customer Experience Index, 2011
Consumers Rate The Customer Experience Across 153 Large US Brands
Megan BurnsJanuary 11, 2011
To assess the state of customer experience in 2011, Forrester asked more than 7,700 US consumers about their interactions with a variety of companies. Based on their responses, we calculated Customer...
- Downloads: 2608
For Customer Experience Professionals
Charts & Figures:Better Customer Experience Drives Millions In Revenue Benefit Across Industries
Improvements Can Add More Than $1 Billion In Revenue For Hotels And Wireless Carriers
Megan BurnsJune 6, 2013
For Customer Experience Professionals
Tool:Satisfaction With Phone Interactions Varies Widely In Some Industries
Megan BurnsJuly 12, 2010
For Customer Experience Professionals
Tool:Increase In Three Loyalty Measures With A 1-Point Increase In CxPi Score
Megan BurnsNovember 19, 2010
For Customer Experience Professionals
Report:The Business Impact Of Customer Experience, 2012
Business Case: The Experience-Driven Organization Playbook
Megan BurnsMarch 26, 2012
This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years of...
- Downloads: 2276
- Comments: 2
- Rating:
For Customer Experience Professionals
Tool:Better Customer Experience Drives Millions In Revenue Benefit Across Industries
Megan BurnsNovember 19, 2010
For Customer Experience Professionals
Report:The Customer Experience Index, 2013
Benchmarks: The Customer Experience Management Playbook
Megan BurnsJanuary 15, 2013
How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...
- Downloads: 1429
- Comments: 7
- Rating:
For Customer Experience Professionals
Report:How Satisfied Are Consumers With Phone Experiences In 2010?
Consumers Rate Their Satisfaction With Phone Experiences Across 13 Industries
Megan BurnsJuly 12, 2010
For many companies, the phone is a major channel through which they interact with customers. Forrester surveyed 4,653 consumers to find out how satisfied they were with the phone interactions they...
- Downloads: 722
For Customer Experience Professionals
Tool:Consumer Satisfaction With Phone Experiences At 69 Companies
Megan BurnsJuly 12, 2010
For Customer Experience Professionals
Tool:Assumptions Used As Inputs For The Customer Experience Revenue Model
Megan BurnsNovember 19, 2010

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Vikram Sehgal

VP, Research Director - Data serving Customer Insights PROFESSIONALS

Research Coverage:

Refine your results

Date Range

Vendor

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2010

For Customer Experience Professionals

Report:The Customer Experience Index, 2012

For Customer Experience Professionals

Report:The Customer Experience Index, 2011

For Customer Experience Professionals

Charts & Figures:Better Customer Experience Drives Millions In Revenue Benefit Across Industries

For Customer Experience Professionals

Tool:Satisfaction With Phone Interactions Varies Widely In Some Industries

For Customer Experience Professionals

Tool:Increase In Three Loyalty Measures With A 1-Point Increase In CxPi Score

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2012

For Customer Experience Professionals

Tool:Better Customer Experience Drives Millions In Revenue Benefit Across Industries

For Customer Experience Professionals

Report:The Customer Experience Index, 2013

For Customer Experience Professionals

Report:How Satisfied Are Consumers With Phone Experiences In 2010?

For Customer Experience Professionals

Tool:Consumer Satisfaction With Phone Experiences At 69 Companies

For Customer Experience Professionals

Tool:Assumptions Used As Inputs For The Customer Experience Revenue Model

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