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

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222 results in Reports

  • Design & Usability
  • For Customer Experience Professionals

    Report:2012 Customer Experience Predictions

    What Customer Experience Professionals Need To Know About The Year Ahead

    While consumer technology adoption was the impetus for many customer experience efforts in 2011, an increasingly competitive industry landscape, the ever-increasing power of consumers, and a slippery...

    • Downloads: 1890
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2011: Mass Merchants

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four US Mass Merchants

    In the large-format mass merchant sector, Wal-Mart and Target have successfully implemented market-leading online retail functionality and connected consumer touchpoints to enhance their customer...

    • Downloads: 537
  • For Customer Experience Professionals

    Report:How Unified Is Your Customer Experience?

    Assessment: The Digital Customer Experience Improvement Playbook

    Today's customers interact with companies across a range of media and devices, including electronic ads, digital interfaces, phones, and physical spaces. It's the sum of all of these interactions...

    • Downloads: 612
  • For Customer Experience Professionals

    Report:The Right Website Experience Success Metrics

    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:...

    • Downloads: 1948
  • For CMO Professionals

    Report:2013 B2B CMO Imperatives

    Driving Growth With Customer Insights, Marketing Automation, And Content Marketing

    Business-to-business (B2B) CMOs will have three key initiatives to execute on in 2013 in order to separate themselves from the competition in front of empowered business buyers. Marketers must work...

    • Downloads: 1047
  • For eBusiness & Channel Strategy Professionals

    Report:Trends In Brazil's eCommerce Market

    How Online Retail In Brazil Is Evolving Differently From Other Major Markets

    Despite a slowdown in overall economic growth in Brazil, eCommerce continues to charge ahead. Forrester forecasts that online retail revenues in the country, currently US$10 billion, will double over...

    • Downloads: 944
  • For Customer Insights Professionals

    Report:What Customers Really Think About Their Web Analytics Vendors

    Findings From The Forrester Wave™ Evaluation On Web Analytics

    During the Forrester Wave™ evaluation of web analytics platforms, we surveyed 162 web analytics customers about their vendor partnerships. We found that users are highly vested in their web...

    • Downloads: 533
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark: Australian Apparel Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Websites Of Five Australian Apparel Retailers

    In Australia, apparel retailers face incredibly challenging conditions, not helped by the emphasis that global online retailers from other countries are placing on this market. To test whether online...

    • Downloads: 209
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Retailing Online 2013: Key Metrics And Initiatives

    eCommerce continues to grow at a rapid pace; on average, the retailers surveyed for Forrester and Shop.org's annual The State of Retailing Online study experienced 28% growth in sales in 2012 over...

    • Downloads: 1458
  • For eBusiness & Channel Strategy Professionals

    Report:Solving The Quandary Of Responsive Design

    Seven Key Questions That Will Guide eBusiness Leaders To Make The Right RWD Decisions

    Web traffic on mobile phones and tablets is increasing to the point where firms must optimize for these touchpoints. Native mobile apps aren't always necessary because organizations can support a...

    • Downloads: 487
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark, 2011: Online Travel Agencies

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Online Travel Agencies

    In the highly competitive world of the four major online travel agencies (OTAs), Travelocity pulls ahead of the pack with its content and messaging functionality. Its site excelled in offering...

    • Downloads: 696
  • For Customer Experience Professionals

    Report:Key Takeaways From Forrester's 2013 Customer Experience Forum EMEA: Know Thy Customer

    At Forrester's Forum For Customer Experience Professionals EMEA, speakers presented best practices and case studies detailing how to boost customer experience (CX) to the next level. While they...

    • Downloads: 288
  • For eBusiness & Channel Strategy Professionals

    Report:2013 Canadian Bank Online Sales Rankings

    Royal Bank Of Canada Retains The Top Spot

    Checking accounts are one of the top selling financial products in Canada, and 17% of applicants apply online. To help digital banking teams benchmark their websites and plan future improvements,...

    • Downloads: 183
  • For Customer Experience Professionals

    Report:The Services Frontier For The Digital Consumer

    Services For The Digital Self

    This report, originally written for CIOs, includes content relevant to chief customer officers. And here's why: As consumers continue to aggregate data — spanning personal and work-related...

    • Downloads: 275
  • For Sales Enablement Professionals

    Report:B2B Marketers Prefer To Create Their Own Content Mostly For Lead Nurturing

    Effective content marketing is now critical to B2B marketers' success because useful content accelerates potential buyers along their journey. That usefulness is predicated on the content being...

    • Downloads: 350
  • For Customer Experience Professionals

    Report:You Are Here: Location Analytics And The Rebirth Of Customer Experience

    As the digitization of people, places, and experiences brings the online and offline realms together, companies are waking up to the fact that they know much more about their customers online than...

    • Downloads: 571
  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: iGaranti Reimagines The Mobile Banking Experience

    Mobile banking is the future. Yet many banks still haven't embraced its full potential, adopting a new version of the past instead. Turkey's Garanti Bank has taken a different approach, integrating a...

    • Downloads: 425
  • For eBusiness & Channel Strategy Professionals

    Report:Starting Your eCommerce Business In China

    Identifying The Right Option For Your B2C eCommerce Business

    China has become the leading emerging market for many Western brands and retailers. Attractive due to the scale and growth of the retail market, many companies view China as both a near-term...

    • Downloads: 577
  • For Customer Experience Professionals

    Report:Contextualization

    Delivering Relevant Experiences In The Multichannel World

    Firms want to deliver the right experience to the right user at the right time and on the right device — a tricky proposition in this age of device proliferation. The splinternet — and...

    • Downloads: 622
  • For eBusiness & Channel Strategy Professionals

    Report:Five Pitfalls To Avoid When Executing A Retail eCommerce Strategy

    Processes: The Retail eCommerce Playbook

    Retail eCommerce has nearly two decades of experience under its belt, so companies in the early stages of web retail can now follow a fairly established set of best practices. This report is a...

    • Downloads: 640
  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark: Australian Consumer Electronics Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Websites Of Five Australian Consumer Electronics Retailers

    Consumer electronics retailers in Australia face many challenges, but online retail is booming despite the relatively modest feature set provided by most Australian sites. To dig deeper, Forrester...

    • Downloads: 181
  • For eBusiness & Channel Strategy Professionals

    Report:2011 Canadian Bank Secure Website Rankings

    eBusiness Teams At Canada's Top Banks Make Major Improvements

    Forrester conducted our annual evaluation of the secure online banking websites of the six largest Canadian banks — Bank of Montreal, CIBC, National Bank of Canada, Royal Bank of Canada (RBC),...

    • Downloads: 335
  • For Customer Insights Professionals

    Report:Use Customer Analytics To Get Personal

    Analytically Driven Personalization Increases Retention And Return

    Companies personalize products, offers, content, and communications for a variety of reasons — to treat customers uniquely, to make them feel special, and to encourage them to spend more. Firms...

    • Downloads: 1530
  • For Customer Experience Professionals

    Report:Digital Customer Experience Teams In The Post-PC Era

    Organization: The Digital Customer Experience Improvement Playbook

    The proliferation of new form factors and touchpoints has companies struggling to create digital experiences that meet rising customer expectations. To handle this challenge, customer experience (CX)...

    • Downloads: 588
  • For Application Development & Delivery Professionals

    Report:Unify The Digital Experience Across Touchpoints

    Create A Consistent Experience To Engage Customers

    Today's rush to reach customers on their smartphones and tablets is just the beginning of an explosion of software-fueled digital touchpoints. Smartphones, tablets, eReaders, games, smart TV, goggles...

    • Downloads: 1505