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.
Hello, Harley,We've completed our maturity assessment internally and now have a plan toward achieving maturity (a moving target). One of the 'aha' moments in doing the assessment with a...
Over the past two years, consumer technology adoption and market forces have catapulted the field of customer experience into strategic stature. In 2012, this shift manifested itself privately...
We are accepting nominations for Forrester's new award program! The Outside In Awards are inspired by Kerry Bodine and Harley Manning's recent book on customer experience and will recognize...
None of the images of the graphs are showing in my browser (Google Chrome), just blank white space.
Last month, I was in Europe with a group of customer experience professionals from various divisions of the same large company. Although their expertise was at varying levels, no one was clueless,...
In response to many requests to feature more business-to-business (B2B) content at our events, next month’s Outside In: A Forum For Customer Experience Professionals will feature...
Hi Paul,This is a terrific report. Thanks for sharing. We’re also initiating a CX Champion program and it’s nice to see we align in many areas. We’ve got several similarities in our training...
Despite professed customer centricity, many firms don’t think to involve customers, employees, or key partners in the experience design process. That’s unfortunate, because this activity...
Of the six disciplines in Forrester’s customer experience maturity model, design is probably the least understood. It’s is not taught in most business schools (although this is starting...
People have asked where they can find the Executive Q&A document that I referred to in my presentation:Executive Q&A: Design Personas And Customer Journey...
Hi Megan,Can you explain which companies are used in the survey for customers to choose to rank? For example a company was used in 2012 and ranked #2, now in 2013 they were not event mentioned.
Our book giveaway contest is over and our 10 randomly selected winners are: Holly S. from Fannie Mae Arshad F. from Mobrise Thomas Z. from CIO2020.com Juha-Pekka H. from P&C Insurance...
Earlier this week, someone asked me which firms in the CXi do the best job at meeting customer needs. The three top scorers on that criterion were: Marshalls (93%) Courtyard by Marriott (92%)...
Earlier this week, I had the privilege of speaking at the Patient Experience Empathy And Innovation Summit. The event was sponsored by the Cleveland Clinic Office of Patient Experience, which is led...
My colleague Megan Burns and I have just published our new report "Executive Q&A: Customer Experience Measurement" in response to all the great questions we’ve been getting...
This summer, I vacationed in Redwoods National Park on the northern coast of California. Each day, my husband and I enjoyed peaceful hikes among the awe-inspiring trees that towered several hundred...
As an avid personal investor I’m often appalled by cable shows that report on the markets as if they were non-stop sporting events. Seriously, how many people care how the NASDAQ or the Dow are...
I would love to know the breakdown by industry. Are there certain industries that are more advanced in CEM than others?
An appeals court in the UK just decided that the design of the Samsung Galaxy does not infringe on Apple patents for the iPad. Why? Well, the opinion by Judge Colin Birss concluded that, "They...
What is Forrester's point of view on applying consumer decision journey learning to marketing, in particular media planning?