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.
[With apologies to all those of you who had already read this, I'm re-publishing this as the Forrester gremlins ate my previous post.] For the past few years, many eBusiness and channel strategy...
When we look at our Technographics data on mobile banking adoption by bank, it’s clear that some banks are doing much better than others. Why? Some banks are lucky. Some banks have distinctive...
After six years at Forrester, Alexander Hesse has decided to leave Forrester to take on a new challenge in a different field. It's always a sad day when you lose a respected colleague and I wish...

A Global Guide To Choosing White-Label Personal Financial Management
Online personal financial management (PFM) is rapidly moving up the priority lists of many eBusiness executives at banks and wealth management firms worldwide. Executives who want to offer online...

This is a guest post from Myriam Da Costa, a researcher serving eBusiness & Channel Strategy professionals. France has been quick to embrace mobile banking. Banks like BNP Paribas and...
We're looking for a new analyst or senior analyst to join our eBusiness and channel strategy team, based in either Amsterdam or London. We're looking for someone with an analytical mind, good...
Today is, apparently, Cyber Monday in the UK. But there's a more interesting story in the UK's eCommerce market. It's about tax. The debate is about the tax policies of a number of...
At our Marketing & Strategy Forum last November, Sean Gilchrist, head of digital banking at Barclays Bank, talked passionately about the importance of customer experience to the work being done by...
Landscape: The Mobile Banking Strategy Playbook
Mobile banking continues to gather momentum across developed countries, fueled by rising smartphone use and the steadily improving supply of mobile banking from banks in North America, Europe, and...

A few months ago I blogged about how the UK’s Co-operative Bank had come top in our UK Bank Content & Functionality Benchmark. The bank has now done it again by coming top in our 2010 European...
Banking channel use is changing in France as customers slowly turn away from traditional channels like branches and the telephone to use digital channels like Internet and mobile banking. Digital...

These are worrying times for people across Europe as the euro lurches towards another crisis, with leaders talking openly about the possibility of Greece leaving the euro and reports of customers...
Over the past couple of years I have been intrigued by the concept of a 'digital wallet' that will combine mobile payments with a variety of other benefits for customers. The more people I...
The Netherlands continues to be the leader in online banking adoption in Europe. With just 9% of Dutch consumers using branches and 85% using online banking each month, the Web has become the heart...
The longer we spend researching mobile banking, the more convinced I become that mobile banking is the most important innovation, or cluster of innovations, in retail banking in years, arguably in a...
How Financial Services eBusiness Executives Can Use Online Video
More people than ever before watch online video. In response, an increasing number of financial services eBusiness teams are using online video to drive sales. Nevertheless, based on our study of...

Alternative Payment Systems Provide Opportunities For European Merchants
The European online payment landscape is highly fragmented, with different payment methods achieving varied adoption levels across European countries. One in two European online buyers does not own a...
Executives Need To Put Digital Touchpoints At The Heart Of Their Strategies
Online banking has changed the way people use other banking channels over the past decade. Even so, half of UK adults still visit a branch each month. eBusiness and channel strategy executives need...
Put Digital Touchpoints At The Heart Of Your Multichannel Strategy
In this research, we explore what the state of the economy, new regulations, competition, and changing customer behavior mean for the priorities of eBusiness and channel strategy executives at...

In our research on eBusiness and channel strategy, we often come across clusters of innovation where innovation by one company in a sector causes its competitors not only to match it, but to try to...
I spent Tuesday and Wednesday at Forrester’s European Customer Experience Forum in London, which was based on the theme of Outside In, Forrester’s new book. One of the most interesting...
The other day, Smile*, one of the banks I have an account with, sent me a new contactless card. The striking thing about this otherwise ordinary event was that the bank didn’t mention that...
Among the biggest strategic questions facing eBusiness & Channel Strategy executives are how to make use of the growing potential of the mobile channel, how to integrate mobile phones into their...
There are a number of firms that we watch closely at Forrester because they stand out for sustained innovation. Behind the technology giants like Google and Apple, there are a number of established...