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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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Blogs (27)
Client Inquiries (1)

Topics

Customer Experience Management (1)

28 results in Social

Paul Hagen

For Customer Experience Professionals
Blog:Beyond CRM: Managing Customer Experiences
Paul HagenMay 02, 2011
Well-intentioned customer relationship management (CRM) efforts that focus on internal processes and objectives have largely failed to serve the most important stakeholder: the customer. Business...
For Customer Experience Professionals
Blog:Chief Customer Officer (CCO) Roundtable On CX Maturity
Paul HagenOctober 17, 2011
“Customer experience (CX) maturity” was the topic of Forrester’s recent chief customer officer (CCO) roundtable meeting. Based on a recent report by Megan Burns called...
For Customer Experience Professionals
Blog:How To Build A Customer-Centric Culture
Paul HagenFebruary 14, 2011
Building a customer-centric culture is occupying the minds and activities of a lot of companies that I’m talking with lately. This is great, because culture is the difference between going...
For Customer Experience Professionals
Blog:A Few Clips About Strategy From The Customer Experience Forum
Paul HagenJuly 04, 2011
Around 51% of customer experience leaders say that the lack of a customer experience strategy is their biggest barrier to their efforts. That's like being a music conductor who tells...
For Customer Experience Professionals
Blog:B2B Customer Experience Scores Are Low And Excuses Ring Hollow
Paul HagenSeptember 27, 2011
The customer experience for companies doing business with other companies stinks. Three independent studies that Forrester Research has conducted over the past year indicate that the...
For Customer Experience Professionals
Blog:The Right Customer Experience Strategy
Paul HagenOctober 05, 2010
What is the right customer experience strategy? My new report on customer experience strategy investigates this question. To give it some context, consider customers’ expectations of...
For Customer Experience Professionals
Blog:The Organizations That Chief Customer Officers Oversee
Paul HagenMarch 12, 2012
In our continuing research on the emerging role of the chief customer officer (CCO), we recently looked at the kinds of authority their firms vest in them to drive change across the organization....
For Customer Experience Professionals
Blog:Citizen Experience Can Help Agencies And Unions Address Budget Woes
Paul HagenApril 12, 2011
Like it or not, government services face many of the same pressures that companies face. Companies like Amazon.com, USAA, Disney, and Zappos.com raise customer expectations when they deliver stellar...
For Customer Experience Professionals
Blog:Differentiating On Customer Experience
Paul HagenMarch 15, 2011
Michael Porter famously wrote that companies differentiate themselves by performing a unique set of activities from their competitors' or by performing the same activities differently. Here...
For Customer Experience Professionals
Blog:The Rise Of The Chief Customer Officer
Paul HagenJanuary 24, 2011
Over the past five years, Forrester has observed an increase in the number of companies that have a single executive leading customer experience efforts across a business unit or an entire company....
For Customer Experience Professionals
Blog:The Trader Joe’s Experience: Simplicity For A Cost Leader
Paul HagenOctober 20, 2010
I came across a recent Fortune article describing the activities behind Trader Joe’s experience, which illustrate well many aspects I talk about for Cost Leaders in my latest customer...
For Customer Experience Professionals
Blog:Setting And Meeting Experience Expectations
Paul HagenAugust 03, 2010
One of my favorite customer experience graphics here at Forrester speaks to companies “making promises” through marketing and branding channels, while “keeping promises” by...
For Customer Experience Professionals
Blog:Trends In Customer Experience
Paul HagenJune 10, 2010
I’m moderating the “Trends in Customer Experience” panel at the upcoming “Customer Experience Forum” in New York on June 29th and 30th… and couldn’t be...
For Customer Experience Professionals
Blog:Customer Signals For Adapting Experiences
Paul HagenMay 03, 2013
A chemical manufacturer with a solid customer listening program noticed an uptick in complaints about pricing. Unlike many firms, which would take the comments at face value and take action...
For Customer Experience Professionals
Blog:Seven Steps To Get Started With Customer Experience
Paul HagenFebruary 14, 2012
While I write frequently about the rise of the chief customer officer within firms advanced enough in their customer experience efforts to consider this kind of executive position, I often get...
For Customer Experience Professionals
Blog:Use The Customer Experience Ecosystem Playbook To Drive Differentiation
Paul HagenMarch 04, 2013
Even companies that make customer experience a strategic priority struggle to implement major long-lasting improvements. That's because they fail to connect behind-the-scenes activities to...
For Customer Experience Professionals
Blog:Build An Adaptive Customer Experience Ecosystem
Paul HagenJanuary 11, 2013
The way that firms can deliver value to clients has massively changed. Firms can interact with customers in the context of using products (e.g., think Rosetta Stone and language coaches). In fact,...
For Customer Experience Professionals
Blog:Making Customer Experience Relevant Behind The Scenes
Paul HagenOctober 30, 2011
“Customer experience is everyone’s business” is a mantra that I often hear from customer experience leaders. Of course, it’s true. The entire purpose of a company as an entity...
For Customer Experience Professionals
Blog:Strategy Should Guide Learning From Voice Of The Customer Programs
Paul HagenOctober 26, 2010
Listening to customers through a well-established voice of the customer (VOC) program is critical. However, without a customer experience strategy rooted in a company strategy, it’s easy for a...
For Customer Experience Professionals
Blog:Suits On The Floor, Call Center Disconnect, And Boarding Idiots
Paul HagenNovember 19, 2010
Most companies have the intention of providing excellent customer experiences. However, most find it difficult to translate those intentions into the cultural fabric of their companies. I like to...
For Customer Experience Professionals
Blog:Danger! Be Careful Of Using Social Media As An Escalation Strategy
Paul HagenJune 04, 2011
There are a lot of vendors pitching their social media listening capabilities. And, the more that I hear these pitches, the more it has made me think that a bunch of companies jumping on the social...
For Customer Experience Professionals
Blog:Nine Ways To Reward Employees To Reinforce Customer-Centric Behaviors
Paul HagenMay 11, 2012
The only way your company will differentiate based on customer experience is if the culture of your organization aligns closely with the brand promise to customers. Zappos CEO Tony Hsieh puts it in...
For Customer Experience Professionals
Blog:Gaylord Hotels Prioritizes And Delights
Paul HagenSeptember 15, 2010
I recently talked to a business analyst at Gaylord Hotels who shared how the company is changing its customer interactions using sentiment analysis derived from its Clarabridge...
For Customer Experience Professionals
Blog:Environmental Sustainability And Customer Experience
Paul HagenDecember 20, 2010
It’s hard to find a firm that says: 1) We don’t care about customers, and 2) we don’t care about being good corporate citizens. That said, it’s astounding to see companies on...
For Customer Experience Professionals
Client Inquiry:There Are Three Types Of Chief Customer Officer (CCO) Authority Models
Paul HagenMay 10, 2012
You identify three different types of CCO authority models: advisory, matrixed, and operational. Could you give more detail on the specific types of decisions that the CCO will have the authority to...

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Vikram Sehgal

VP, Research Director - Data serving Customer Insights PROFESSIONALS

Research Coverage:

Refine your results

Date Range

Content Types

Topics

For Customer Experience Professionals

Blog:Beyond CRM: Managing Customer Experiences

For Customer Experience Professionals

Blog:Chief Customer Officer (CCO) Roundtable On CX Maturity

For Customer Experience Professionals

Blog:How To Build A Customer-Centric Culture

For Customer Experience Professionals

Blog:A Few Clips About Strategy From The Customer Experience Forum

For Customer Experience Professionals

Blog:B2B Customer Experience Scores Are Low And Excuses Ring Hollow

For Customer Experience Professionals

Blog:The Right Customer Experience Strategy

For Customer Experience Professionals

Blog:The Organizations That Chief Customer Officers Oversee

For Customer Experience Professionals

Blog:Citizen Experience Can Help Agencies And Unions Address Budget Woes

For Customer Experience Professionals

Blog:Differentiating On Customer Experience

For Customer Experience Professionals

Blog:The Rise Of The Chief Customer Officer

For Customer Experience Professionals

Blog:The Trader Joe’s Experience: Simplicity For A Cost Leader

For Customer Experience Professionals

Blog:Setting And Meeting Experience Expectations

For Customer Experience Professionals

Blog:Trends In Customer Experience

For Customer Experience Professionals

Blog:Customer Signals For Adapting Experiences

For Customer Experience Professionals

Blog:Seven Steps To Get Started With Customer Experience

For Customer Experience Professionals

Blog:Use The Customer Experience Ecosystem Playbook To Drive Differentiation

For Customer Experience Professionals

Blog:Build An Adaptive Customer Experience Ecosystem

For Customer Experience Professionals

Blog:Making Customer Experience Relevant Behind The Scenes

For Customer Experience Professionals

Blog:Strategy Should Guide Learning From Voice Of The Customer Programs

For Customer Experience Professionals

Blog:Suits On The Floor, Call Center Disconnect, And Boarding Idiots

For Customer Experience Professionals

Blog:Danger! Be Careful Of Using Social Media As An Escalation Strategy

For Customer Experience Professionals

Blog:Nine Ways To Reward Employees To Reinforce Customer-Centric Behaviors

For Customer Experience Professionals

Blog:Gaylord Hotels Prioritizes And Delights

For Customer Experience Professionals

Blog:Environmental Sustainability And Customer Experience

For Customer Experience Professionals

Client Inquiry:There Are Three Types Of Chief Customer Officer (CCO) Authority Models

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