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

Andy is a member of Forrester's Business Technology Futures team, which serves CIOs and their business partners by predicting the long-term business impact of information technology. His research focus is on smart computing and analytics and tech-driven business transformation, analyzing the shifting economics of the industry, including spending, budgeting, and the influence of macroeconomic trends.
He also researches the growing customization of IT systems for industry-specific applications, especially in the utilities, energy, and professional services sectors. He is also a thought leader in the sourcing and procurement technology markets.
Andy has extensive experience in the technology market and in strategic planning, both as an analyst and a practitioner in the business world. He came to Forrester through its acquisition of Giga Information Group in 2003, where he had worked as a vice president and research leader since 1998. Prior to joining Giga, Andy held a variety of vice president positions at American Express in the chairman's office, technologies, strategic planning, and re-engineering. Before joining American Express, Andy worked as an economist, writer, and editor for various organizations, including Shearson Lehman Brothers; the US House of Representatives' Committee on Banking, Finance, and Urban Affairs; and the Council on Wage and Price Stability in the Executive Office of the President.
Andy has been a regular participant in Forrester's IT Forum conferences, delivering keynote addresses in 2006 and 2007 with colleagues on the future of software. He has also been a recurring presenter at Conference Board conferences on eProcurement and eSourcing. He has been quoted in leading business and technology publications, including BusinessWeek, The Economist, The New York Times, and The Wall Street Journal.
Andy earned a B.A. in philosophy from Haverford College and a Ph.D. in history from Johns Hopkins University.
Forrester Technographics® Digital Consumer Community Report, September 2012
In the age of the always addressable customer, where hyperconnected consumers are increasingly savvy and demanding of the brands with which they interact, marketers must become more audience-centric...

In our recent study of database marketing service providers (MSPs), we found that MSPs exist in a diverse vendor ecosystem but enjoy significant customer loyalty. While most firms prioritize deep...
Market research online communities (MROCs) are an increasingly popular qualitative research method. They allow market insights professionals to engage with consumers via a number of different...


Partnership With Jellyvision Lab Leads To An Engaging Training Module
One of the challenges that market insights professionals struggle with is the communication of research results across the organization. The Customer Experience and NPS team at Philips was tasked...

Global Consumer Technographics®
In 2012, the majority of consumers in the US, Asia Pacific, Europe, and Latin America owned a mobile phone. However, the ways in which global consumers use their phone varies across countries....
Forrester Research conducted an online survey in October 2011 of 3,621 consumers ages 18 and older in metropolitan China (including Hong Kong, Shanghai, Beijing, Guangzhou, Chengdu, Wuhan, and Xian)....
Despite professed customer centricity, many firms don't think to involve customers, employees, or key delivery partners in the experience design process. This oversight costs firms precious time and...

Landscape: The Market Insights Optimization Playbook
Businesses face pressure from increased competition in a flat world and are also dealing with financial crises, the exponential growth of technological changes, Internet-enabled customer power, and...
Forrester conducted an online survey fielded in December 2011 of 4,672 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 4,672), there is 95% confidence...
How Can Companies Leverage Latin Americans' Love of Social Media?
Forrester's Social Technographics® profiles reveal that online metropolitan Brazilians and Mexicans are voracious consumers of social media and are the most active across every level of social...
Exploratory research uncovers customer needs that have yet to be met, exposes opportunities for differentiation, provides a holistic view of a problem space, and helps firms keep pace with the...
Performance Management: The Market Insights Optimization Playbook
There's an old management adage that says "you can't manage what you can't measure." The key question, though, is what should you measure? Market insights professionals that focus on measuring the...
The terms "owned media," "paid media," and "earned media" have become very popular in the marketing space today. Marketers need to understand the benefits of each medium and how to identify the role...
Business Case: The Market Insights Optimization Playbook
In most organizations, market insights professionals struggle to link the insights they provide to actual business impact and value. This is at odds with executives, who are aligning their internal...

Where To Find Help For Web Design Projects, 2010
The design of the customer experience is central to any new platform or replatforming project, regardless of scale and channel. Selecting the right Web design vendor can be stressful and complicated....
What's the difference between a market research online community (MROC) and a marketing community?
Organization: The Market Insights Optimization Playbook
Market insights teams are used to doing more with less. Unfortunately, with workloads seeing year-over-year double-digit growth rates without much compensation in budget and headcount, Forrester...
Why Market Insights + Customer Intelligence = Competitive Advantage
Companies now have more data on their customers than ever before, from surveys to social media, web analytics, and transactional data. However, most firms lack the structure and process to translate...
Process For Market Insights Professionals To Quickly Identify Drivers Of And Solutions To Customer Satisfaction And Sales Issues
Market insights professionals often get confronted with requests for immediate insights when things don't go as planned with customers. This can be something like declining Net Promoter or...
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...
Major Changes Are In Store For The Market Research Profession
Until a couple of years ago, the market research department was the only department that proactively collected data from customers and prospects and broadcast it into the organization, but now data...