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

In his role as research director, Mr. Burris helps set the overall CIO role research agenda at Forrester, craft effective CIO research with our senior Forrester analysts, and ensure overall CIO research quality. His research team focuses on the evolving relationship between CIOs and CMOs, best practices in building and instituting an IT/BT strategy, BT innovation approaches to accelerate business outcomes, and social business and collaboration strategies.
His personal research includes the role of IT/BT in the age of the customer. He also contributes to the Forrester's research on social business, specifically focusing on the functional evolution of social computing tool sets and how they will be applied to conduct complex, marketing-facing work. Finally, he is a leading thinker on IT/BT adoption in business.
Mr. Burris joined Forrester in 2008. Prior to Forrester, he held numerous senior IT, marketing, and analyst jobs at leading organizations, including the DoD, HP, and Meta Group. At Meta Group, he jointly ran research, developing the advanced and broadly adopted "adaptive infrastructure" method for implementing plastic, services-based IT infrastructure.
Peter attended Yale University.

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...

We are pleased to announce that the nomination period has opened for a new Forrester award program: The Outside In Awards! Forrester’s Outside In Awards are inspired by our recent book on...
This is the working scorecard for Forrester's Web-Mobile User Experience Review, version 8.0. It evaluates single-channel experiences on the Web site and the mobile site, and then looks at the...
Are there any uptime/availability statistics for retail sites that Forrester can provide?
Forrester asked consumers about the channels they use when researching, buying, and getting customer service. In-store experiences were the most popular and the most satisfying across activities,...
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:...

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...
There’s no question that executive support can make or break a voice of the customer (VoC) program. With an executive (or several) onboard, VoC teams can get the funding and tools that they...
It’s that time of year again. We’re already in the midst of planning our annual Customer Experience Forum, and now we’re gearing up to collect and evaluate nominations for our Voice...
After more than 12 years of evaluating website user experience, Forrester reached a major milestone — completing 1,500 Website User Experience Reviews. That's more than 100 reviews per year...
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...
We just announced the winners of Forrester’s 2012 Voice Of The Customer Awards (VoC) at our Customer Experience Forum this afternoon. We received roughly 40 nominations, and yet again, we...
Where will you be at 5:20 p.m. on Tuesday, June 26th? I know where I’ll be: announcing the winners of Forrester’s annual Voice Of The Customer Awards at Forrester’s Customer...
Voice of the customer (VoC) data is alluring. Once you start to collect customer feedback, there's always something more you could be gathering. You think: What else can I learn? What else are...
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...
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...