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.


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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224 results in Reports

  • Design & Usability
  • For eBusiness & Channel Strategy Professionals

    Report:2012 North American Credit Card Online Sales Rankings

    Royal Bank Of Canada Takes The Top Spot For 2012

    Credit cards are the top selling financial product in both the US and Canada. In the US, the majority of credit card applicants apply online, and in Canada, the percentage is second only to the...

    • Downloads: 408
  • For CMO Professionals

    Report:Align Your Global Marketing Organization To Deliver On 21st Century Brand Building

    Consumers have higher expectations of 21st century brands, requiring marketers to rethink how they navigate the brand, from reestablishing the brand's North Star to creating a consistent set of brand...

    • Downloads: 299
  • 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: 1067
  • For Customer Experience Professionals

    Report:Digital Design Projects And Spending, 2013

    CX Professionals Share Plans For Budgets, Staffing, And Design Tools

    A recent survey of Forrester's Global Customer Experience Peer Research Panel revealed that the vast majority of firms are planning large-scale digital experience projects in 2013. This report is...

    • Downloads: 360
  • For CIO Professionals

    Report:Pioneer Vendors: Proactive Assistance

    Predictive Analytics Fuel A New Set Of Anticipatory Apps For Mobile And Wearable Devices

    As employees and customers increasingly rely on mobile and soon wearable devices to get work and personal tasks done, they'll need more engaging software that better anticipates and serves their...

    • Downloads: 209
  • 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: 608
  • 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: 702
  • For Customer Experience Professionals

    Report:Design Enjoyable Experiences Now

    Enjoyment is one of the best possible outcomes of any customer experience. But the majority of firms can barely design a useful, usable experience, much less a pleasurable one. Recent advances in the...

    • Downloads: 502
  • For Customer Experience Professionals

    Report:The State Of The Art Of Personas

    Personas Have Evolved To Support Differentiated Customer Experience Design In The Age Of The Customer

    Personas offer a proven solution for a common design challenge: Keeping the end user in mind during all phases of design, development, and testing. Recently, shortsighted firms have wrongly dismissed...

    • Downloads: 1364
  • For Customer Experience Professionals

    Report:Executive Q&A: Customer Understanding For Customer Experience Management

    Compelling customer experiences stem from a company's deep understanding of its target customers' goals and behaviors. This requires uncovering customer needs in a disciplined manner. This report...

    • Downloads: 464
  • For Customer Insights Professionals

    Report:Q&A: The Privacy-Personalization Paradox

    Strike A Balance Without Losing Competitive Advantage Or Consumer Trust

    Marketers today find themselves in a Catch-22. On the one hand, their customers want to be recognized and rewarded for their loyalty with better-tailored content and offers. On the other hand, those...

    • Downloads: 190
  • For Enterprise Architecture Professionals

    Report:Embrace Five Disruptive Trends That Will Reshape BPM Excellence

    Future Look: The Business Process Management Playbook

    Enterprise architects leading business process management (BPM) excellence initiatives live at the crossroads of business strategy and process execution, providing BPM insights to technologists and...

    • Downloads: 999
  • For Customer Experience Professionals

    Report:Brief: Key Takeaways From Forrester's 2014 Customer Experience Forum East

    Market Leaders Turn To Customer Understanding And Design To Deliver Great Experiences

    At Forrester's Forum For Customer Experience Professionals East, speakers presented best practices and case studies that showed how they are coping with a new, more competitive era for customer...

    • For eBusiness & Channel Strategy Professionals

      Report:Identifying Partners To Help Streamline Global Expansion

      Tools And Technology: The eCommerce Globalization Playbook

      You've gotten the mandate to take your eCommerce brand global: What next? If you've followed Forrester's methodology, you've identified the people or audience you intend to target with new global...

      • Downloads: 319
    • For eBusiness & Channel Strategy Professionals

      Report:Market Overview: Language Service Providers 2013

      Selecting A Vendor For Your Translation And Localization Needs

      Increasingly, eBusinesses are looking to internationalization as a way to find new revenue opportunities. However, global businesses face a variety of challenges in building and operating successful...

      • Downloads: 260
    • For eBusiness & Channel Strategy Professionals

      Report:2012 US Credit Card Secure Website Rankings

      Discover Financial Services Takes The Top Spot With Robust Functionality And Strong User Experience

      Despite the rapid rise of mobile and tablet banking, secure websites remain the No. 1 digital touchpoint for credit cardholders interacting with their providers. Before eBusiness professionals at...

      • Downloads: 347
    • For Application Development & Delivery Professionals

      Report:Big Consulting Firms Stake Their Claim In The Digital Experience Gold Rush

      "Big 4" And Other Large Firms Blend Business Transformation And Mobile And Digital Execution To Lead Age Of The Customer Changes

      Want more proof that digital transformation in the age of the customer has achieved status as a top-level enterprise mandate? The world's largest business and technology consultancies such as PwC,...

      • Downloads: 259
    • For CMO Professionals

      Report:Emerging Technologies For CMOs To Watch: Q3 2012

      New Technologies Push The Boundaries Of Customer Engagement

      CMOs need to keep an eye on emerging technologies that have the potential to improve customer engagement levels. This third report in our series on emerging technologies explores tools and...

      • Downloads: 889
    • For eBusiness & Channel Strategy Professionals

      Report:Website Functionality Benchmark: European Consumer Electronics Retailers

      Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four Specialist European Consumer Electronics Retailers

      Forrester applied its Website Functionality Benchmark evaluation methodology to four European consumer electronics retailers: Best Buy UK, Currys, Darty, and Redcoon. These specialist retailers...

      • Downloads: 333
    • For eBusiness & Channel Strategy Professionals

      Report:Digital Insurance Teams Need A Tablet Strategy

      The intuitive design and the standard features of tablets make it possible for digital insurance teams to create compelling customer experiences and support insurance agents in an effective and...

      • Downloads: 568
    • For Customer Experience Professionals

      Report:What Chinese Consumers Expect From Website Experiences

      Chinese websites don't look very much like their Western counterparts. But as the principles of effective site design become more well-known, don't expect Chinese sites to fully adopt Western...

      • Downloads: 276
    • For Customer Experience Professionals

      Report:Tools For Mastering The Customer Experience Ecosystem

      Processes: The Customer Experience Ecosystem Playbook

      To make meaningful customer experience improvements, organizations need to align their customer experience ecosystems. That requires understanding customers' deep needs, viewing interactions from the...

      • Downloads: 1214
    • For eBusiness & Channel Strategy Professionals

      Report:2013 UK Bank Secure Website Rankings

      Barclays Offers The Most Extensive Online Banking Functionality

      Digital teams at banks should continuously evaluate their secure websites to look for improvements to content and functionality. These teams need to know how their online banking functionality...

      • Downloads: 192
    • For Customer Experience Professionals

      Report:How To Craft User Goals For Expert Evaluations

      Expert evaluations test user scenarios and then evaluate the experience based on a set of heuristics. To get the best results from these evaluations, customer experience professionals need to craft...

      • Downloads: 216
    • For Sales Enablement Professionals

      Report:Assessing Your Content Management Processes And Organization

      B2B marketers across all industries are investing more into creating digital content to generate new business opportunities, nurture existing sales or marketing leads, and to encourage deeper...

      • Downloads: 598