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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18 results in Reports

  • Ron Rogowski
  • Customer Experience Management
  • For Customer Experience Professionals

    Report:Mobile Moments Transform Customer Experience

    Mobile Experiences In Four Steps: Identify, Design, Engineer, And Analyze

    Your customer is experiencing a mobile mind shift: the expectation that she can get what she wants in her immediate context and moments of need. As a result, mobile is central to customer experience...

    • Downloads: 890
  • For Customer Experience Professionals

    Report:Digital Customer Experience Trends To Watch, 2013

    Digital touchpoints support an increasingly large percentage of the overall customer experience. 2012 saw the emergence of several important digital customer experience trends that will gain momentum...

    • Downloads: 2412
  • For Customer Experience Professionals

    Report:Meet The Changing Needs Of Connected Customers

    Your customers are more connected, more empowered, and more distracted than ever. To compete in this volatile world, companies need a new approach to delivering customer experiences. This report...

    • Downloads: 878
  • For Customer Experience Professionals

    Report:The Best And Worst Of Unified Experiences, 2014

    Benchmarks: The Digital Customer Experience Improvement Playbook

    Today's multitouchpoint customers expect unified experiences that smooth transitions across interactions. To help companies detect and codify systemic problems that affect their customers' ability to...

    • Downloads: 474
  • For Customer Experience Professionals

    Report:Use Visual Design To Help Unify The Digital Customer Experience

    Customers expect the companies they do business with to coordinate services and designs across channels. The first — and most elemental way — to demonstrate and deliver on this...

    • Downloads: 560
  • For Customer Experience Professionals

    Report:Make Your Digital Touchpoints More Engaging

    Five Emotional Design Techniques That Drive Engagement

    Engaging customers and prospects in digital interfaces is difficult. But the fields of social science and behavioral economics have uncovered techniques that can be effective for encouraging...

    • Downloads: 581
  • For Customer Experience Professionals

    Report:Improve Your Digital Customer Experience

    Executive Overview: The Digital Customer Experience Improvement Playbook

    Today's multichannel customers demand better experiences than they get from firms that design underperforming one-off touchpoints. Faced with an expanding ecosystem of legacy websites, mobile sites,...

    • Downloads: 1412
  • For Customer Experience Professionals

    Report:Digital Customer Experience Governance Demystified

    Continuous Improvement: The Digital Customer Experience Improvement Playbook

    Governance has long been a dreaded word in the field of customer experience. It conjures images of automatons locked in dungeons trolling digital properties, hunting for standards violations. But...

    • Downloads: 762
  • For Customer Experience Professionals

    Report:Forrester's Customer Experience Maturity Framework For Digital

    Assessment: The Digital Customer Experience Improvement Playbook

    This report is an update to "Executive Q&A: What Forrester's Customer Experience Maturity Framework Means For Digital" originally published on December 6, 2011. To help customer experience...

    • Downloads: 817
  • 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: 607
  • For Customer Experience Professionals

    Report:2013 Customer Experience Predictions

    What Customer Experience Professionals Need To Know About The Year Ahead

    Over the past two years, consumer technology adoption and market forces have catapulted the field of customer experience into strategic stature. But it will be years before customer experience is...

    • Downloads: 1599
  • 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: 618
  • For Customer Experience Professionals

    Report:How Customer Experience Professionals Can Use The Splinternet Engagement Index

    The Splinternet Engagement Index

    This report, originally written for market insights professionals, includes content relevant to customer experience professionals. Here's why: Firms deliver experiences across an increasing array of...

    • Downloads: 313
  • For Customer Experience Professionals

    Report:The Unified Customer Experience Imperative

    Delivering Experience Excellence Across A Fractured Network Of Digital Touchpoints

    Today's digital landscape is distributed across an array of touchpoints and devices. With customers able to interact through multiple channels at any given moment, firms need to ensure that they...

    • Downloads: 1654
  • For Customer Experience Professionals

    Report:Develop Your Digital Customer Experience Strategy

    Strategic Plan: The Digital Customer Experience Improvement Playbook

    This report is an update to "How To Develop Your Digital Customer Experience Strategy" originally published on July 13, 2011. Companies need a digital customer experience strategy to ensure that they...

    • Downloads: 2314
  • For Customer Experience Professionals

    Report:Scenario Design Unifies The Splinternet Customer Experience

    Companies have historically failed to meet the needs of their customers in individual channels. As customers increasingly engage with multiple channels in pursuit of a single goal, companies need to...

    • Downloads: 1069
  • For Application Development & Delivery Professionals

    Report:Advance To Next-Generation Personalization

    Support Relevant Digital Experiences In The Multichannel World With Contextual Experiences

    Organizations have long personalized their websites for customer segments. Now they need to go further, first by delivering the right experience to the right user at the right time and on the right...

    • Downloads: 1124
  • For Customer Experience Professionals

    Report:Implement Your Digital Customer Experience Strategy

    Road Map: The Digital Customer Experience Improvement Playbook

    This report is an update to "How To Build An Implementation Road Map For Your Digital Customer Experience Strategy" originally published on August 11, 2011. In a world of proliferating digital...

    • Downloads: 2128