Forrester Research : Analyst

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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:

Mobile Channel for Consumers, eCommerce

Reports (8)
Charts & Figures (3)

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Consumer Technographics (4)

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North America (7)

8 results in Reports

Web Design & Usability
Health Plans

For Customer Experience Professionals
Report:The Customer Experience Index, 2013
Benchmarks: The Customer Experience Management Playbook
Megan BurnsJanuary 15, 2013
How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...
- Downloads: 1277
- Comments: 7
- Rating:
For Customer Experience Professionals
Report:Case Study: Regence Cracks The Transparency Code
How A Focus On User Goals Breaks Down Silos Between Online Tools
Elizabeth BoehmApril 04, 2012
In a market where well-established standards define digital capabilities, it's tempting to stay with the status quo and build tools that meet industry norms. But what if industry norms are badly out...
- Downloads: 229
- Rating:
For Customer Experience Professionals
Report:Why Your Call Center Needs User-Centered Design
How Focusing On Callers And Agents Can Drive Business Results
Kerry BodineApril 06, 2011
Today, user-centered design isn't widely used to improve call center interactions. That needs to change. When applied in the call center, the core activities of a user-centered design process —...
- Downloads: 763
For Customer Experience Professionals
Report:Best And Worst Of Website User Experience, 2011: Health Insurers
Forrester Applies Its Website Review Methodology To Seven Health Insurers' Sites
Elizabeth BoehmMay 19, 2011
Health plans have invested a lot in their public consumer-facing websites. But have those investments yielded consumer-friendly experiences? To find out, Forrester evaluated the public websites of...
- Downloads: 618
For Customer Experience Professionals
Report:Case Study: Aetna Drives Consumer Engagement Through Its Member Cost Estimator Tool
Elizabeth BoehmJuly 26, 2011
As health insurance plans get more complex and members' responsibility rises, insurers struggle to meet members' needs for accurate plan- and member-specific cost estimates for medical services. In...
- Downloads: 406
For Customer Experience Professionals
Report:How Satisfied Are Consumers With Web Site Experiences In 2010?
Consumers Rate Their Satisfaction With 87 Web Sites Across 13 Industries
Megan BurnsJune 14, 2010
Forrester recently asked US online consumers to rate their satisfaction with Web site experiences at companies they've done business with across multiple industries. When the results were tallied,...
- Downloads: 1266
For Customer Experience Professionals
Report:Case Study: Designing Humana's Mobile Suite
How Customer Experience Professionals Can Support Mobile Experiences
Elizabeth BoehmFebruary 23, 2012
Mobile is quickly becoming a key touchpoint for consumers across industries, and health insurers are no exception. Insurers are jumping on the mobile bandwagon, but many are still unsure of how to...
- Downloads: 395
- Rating:
For Customer Experience Professionals
Report:Best And Worst Of Website User Experience, 2010
Lessons Learned From 35 Website User Experience Reviews Across Six Industries
Adele SageFebruary 04, 2011
In 2010, Forrester reviewed the website user experience of sites in six industries: banks (Canadian and US), discount retailers, health plans, marketing software vendors, PC laptop manufacturers, and...
- Downloads: 1374

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Vikram Sehgal

VP, Research Director - Data serving Customer Insights PROFESSIONALS

Research Coverage:

Refine your results

Date Range

Methodology

Analyst

Topics

Region

For Customer Experience Professionals

Report:The Customer Experience Index, 2013

For Customer Experience Professionals

Report:Case Study: Regence Cracks The Transparency Code

For Customer Experience Professionals

Report:Why Your Call Center Needs User-Centered Design

For Customer Experience Professionals

Report:Best And Worst Of Website User Experience, 2011: Health Insurers

For Customer Experience Professionals

Report:Case Study: Aetna Drives Consumer Engagement Through Its Member Cost Estimator Tool

For Customer Experience Professionals

Report:How Satisfied Are Consumers With Web Site Experiences In 2010?

For Customer Experience Professionals

Report:Case Study: Designing Humana's Mobile Suite

For Customer Experience Professionals

Report:Best And Worst Of Website User Experience, 2010

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