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

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Asia Pacific (1)
Europe (1)

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62 results in Social

Customer Experience Management

For Marketing Leadership Professionals
Client Inquiry:Email Trends: Shift In Email Usage
Shar VanBoskirkOctober 29, 2010
1) We are investigating changes in email usage and need help finding out shifting trends. Now that there are more ways to email via the mobile and via social networks, has there been a shift in the...
For Customer Experience Professionals
Client Inquiry:Measuring Customer Experience Quality
Megan BurnsJune 03, 2011
What are some of the metrics companies use to measure whether or not they are delivering "good" experiences?
For Business Process Professionals
Client Inquiry:Should We Use The Same Knowledge Management User Interfaces For Customers And Call Center Agents?
Kate LeggettSeptember 21, 2010
Is using the same knowledge management user interface (UI) for both customers (outward-facing) and call center agents a bad idea?
For Customer Experience Professionals
Client Inquiry:The Value Of Website Redesigns
Megan BurnsDecember 08, 2010
We are currently redesigning our external secured transactional websites. Is there any research that demonstrates the anticipated and/or actual increase in usage/traffic once these sites are...
For Vendor Strategy Professionals
Client Inquiry:An Asia Pacific Perspective On Consumer Technology Adoption
Bryan WangJune 14, 2011
1) Who controls wireless broadband? Is it the telcos, cable companies, or other? Who are the players? What does the marketplace look like in both the US and abroad? 2) What about consolidation within...
For Customer Experience Professionals
Client Inquiry:What Are Quantifiable Benefits From Voice Of The Customer Programs?
Andrew McInnesJuly 18, 2011
I am looking for quantifiable benefits received by retail banks from implementing a voice of the customer program. Some areas I am looking for may include: revenue growth, product cross-sell uplift,...
For Customer Experience Professionals
Client Inquiry:What Are Best Practices For Online Lead Generation Forms?
Adele SageApril 13, 2011
What are some best practices for online lead generation forms? Where do you place them on a website (e.g., left navigation versus right navigation)? How does certain placement affect the customer...
For Customer Experience Professionals
Client Inquiry:Does Forrester Have Data Around The Benefits Of Delivering Great Customer Experiences?
Megan BurnsSeptember 08, 2010
Does Forrester have data that shows: 1) the relative financial performance of companies that deliver great experiences versus those that get low customer experience ratings; 2) the relative retention...
For Customer Experience Professionals
Client Inquiry:Creating Personas That Cater To Regional Differences
Jonathan BrowneDecember 14, 2010
If you had to think about creating personas on a European level to share a common understanding of the customer across Poland, Belgium, Spain, Italy, and Portugal, what would you do?
For Customer Experience Professionals
Client Inquiry:Website Redesign Examples
Vidya L. DregoSeptember 13, 2010
Can you give me some examples of website redesigns that were successful and tell me why they were successful?
For Customer Experience Professionals
Client Inquiry:The Importance Of Search Functionality Within Websites
Ron RogowskiDecember 21, 2010
I would like to know how important robust search capability is within websites. What is the perceived value? Is it an important feature that needs an investment? Where does search rank as a core...
For Customer Experience Professionals
Client Inquiry:Forrester's Customer Experience Index Uses A Specific Methodology
Megan BurnsOctober 24, 2011
How is the Customer Experience Index (CXi) calculated?
For Customer Experience Professionals
Client Inquiry:What Is The Business Impact Analysis For Customer Satisfaction Due To No Service Availability?
Harley ManningSeptember 27, 2011
What is the impact on customer satisfaction when there is a complete loss of voice and data services – fixed and mobile – leaving customers with no way of reporting their complaints?
For Customer Insights Professionals
Client Inquiry:Best-In-Class Highly Personalized Multichannel Communications Programs
Fatemeh KhatiblooFebruary 29, 2012
What are some great examples of automated, highly personalized, multichannel communications programs? My company has a few programs in pilot mode, but it seems that this concept of highly automated,...
For Customer Experience Professionals
Client Inquiry:What Methodology Did Forrester Use To Rank The Winners Of The VoC Awards?
Adele SageJuly 18, 2012
What methodology did Forrester use to rank the winners of the VoC Awards?
For Customer Experience Professionals
Client Inquiry:Can You Provide A List Of Online Survey Solution Providers?
Andrew McInnesAugust 04, 2011
We currently use the Key Survey tool and internal resources to monitor website satisfaction. This process has been in place since 2006 with little change. We are considering outsourcing this process...
For Customer Experience Professionals
Client Inquiry:How Do The CX And MI Roles Differ In Their Approach To Enterprise Feedback Management?
Andrew McInnesOctober 06, 2011
What are the differences in the approaches to enterprise feedback management (EFM) for the customer experience (CX) role versus the market insights (MI) role?
For Customer Experience Professionals
Client Inquiry:Uptime/Availability Statistics For Retail Sites
Adele SageJuly 19, 2010
Are there any uptime/availability statistics for retail sites that Forrester can provide?
For Customer Experience Professionals
Client Inquiry:Should Gender Be Considered In Website And Mobile App Designs?
Vidya L. DregoMay 24, 2011
Should gender be a consideration when designing websites and mobile apps? If so, what are the considerations? Are there best practices?
For Business Process Professionals
Client Inquiry:How Do CRM 2.0/Social CRM And The Extended CRM Application Ecosystem Fit Together?
William BandJanuary 18, 2011
Forrester covers the concept of customer relationship management (CRM) 2.0/social CRM and extended CRM application ecosystem in various research reports. However, these reports don't seem to be...
For Customer Experience Professionals
Client Inquiry:What Are Some Best Practices In Creating An Internal Site?
Jonathan BrowneMay 08, 2012
Our team is brainstorming ways to upgrade our internal site, and we are curious to know if there are any best practices in this area. Specifically, is there analysis on desired features and...
For Security & Risk Professionals
Client Inquiry:Protecting Mobile Users From Malicious Apps
Chenxi WangDecember 12, 2011
What is the industry doing to safely and securely identify native applications so that they can they be trusted (i.e., mobile cert concepts, auth tokens, signatures, personalization keys, third-party...
For Customer Experience Professionals
Client Inquiry:How Are Healthcare Companies Responding To And Using Social Media?
Elizabeth BoehmSeptember 22, 2010
What is Forrester's take on how healthcare companies have responded to the rise of social media? How will healthcare companies gain traction in the social media space? What are good and the bad...
For Customer Experience Professionals
Client Inquiry:Does Forrester Have Updated Website Drop-Off And Abandonment Metrics?
Adele SageJanuary 25, 2012
I found a reference to some 2009 research by Forrester that says that people will abandon a website if it takes more than 3 seconds to load a page. Do you know if this has been updated?
For eBusiness & Channel Strategy Professionals
Client Inquiry:What Are Translation Expectations From Russian Travelers And Consumers?
Zia Daniell WigderMay 31, 2011
Might you have any more insight into translation expectations from Russian travelers/consumers?

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Vikram Sehgal

VP, Research Director - Data serving Customer Insights PROFESSIONALS

Research Coverage:

Refine your results

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Topics

Industry

Region

Vendor

For Marketing Leadership Professionals

Client Inquiry:Email Trends: Shift In Email Usage

For Customer Experience Professionals

Client Inquiry:Measuring Customer Experience Quality

For Business Process Professionals

Client Inquiry:Should We Use The Same Knowledge Management User Interfaces For Customers And Call Center Agents?

For Customer Experience Professionals

Client Inquiry:The Value Of Website Redesigns

For Vendor Strategy Professionals

Client Inquiry:An Asia Pacific Perspective On Consumer Technology Adoption

For Customer Experience Professionals

Client Inquiry:What Are Quantifiable Benefits From Voice Of The Customer Programs?

For Customer Experience Professionals

Client Inquiry:What Are Best Practices For Online Lead Generation Forms?

For Customer Experience Professionals

Client Inquiry:Does Forrester Have Data Around The Benefits Of Delivering Great Customer Experiences?

For Customer Experience Professionals

Client Inquiry:Creating Personas That Cater To Regional Differences

For Customer Experience Professionals

Client Inquiry:Website Redesign Examples

For Customer Experience Professionals

Client Inquiry:The Importance Of Search Functionality Within Websites

For Customer Experience Professionals

Client Inquiry:Forrester's Customer Experience Index Uses A Specific Methodology

For Customer Experience Professionals

Client Inquiry:What Is The Business Impact Analysis For Customer Satisfaction Due To No Service Availability?

For Customer Insights Professionals

Client Inquiry:Best-In-Class Highly Personalized Multichannel Communications Programs

For Customer Experience Professionals

Client Inquiry:What Methodology Did Forrester Use To Rank The Winners Of The VoC Awards?

For Customer Experience Professionals

Client Inquiry:Can You Provide A List Of Online Survey Solution Providers?

For Customer Experience Professionals

Client Inquiry:How Do The CX And MI Roles Differ In Their Approach To Enterprise Feedback Management?

For Customer Experience Professionals

Client Inquiry:Uptime/Availability Statistics For Retail Sites

For Customer Experience Professionals

Client Inquiry:Should Gender Be Considered In Website And Mobile App Designs?

For Business Process Professionals

Client Inquiry:How Do CRM 2.0/Social CRM And The Extended CRM Application Ecosystem Fit Together?

For Customer Experience Professionals

Client Inquiry:What Are Some Best Practices In Creating An Internal Site?

For Security & Risk Professionals

Client Inquiry:Protecting Mobile Users From Malicious Apps

For Customer Experience Professionals

Client Inquiry:How Are Healthcare Companies Responding To And Using Social Media?

For Customer Experience Professionals

Client Inquiry:Does Forrester Have Updated Website Drop-Off And Abandonment Metrics?

For eBusiness & Channel Strategy Professionals

Client Inquiry:What Are Translation Expectations From Russian Travelers And Consumers?

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