Speaker Biography

Bobby Cameron

Vice President, Principal Analyst

Sessions Featuring This Speaker

Forrester's Forum For Customer Experience Professionals East


  • 01:30 PM - 02:15 PM

    Lead Your Business Transformation In The Age Of The Customer

    Successful companies in the age of the customer understand and rapidly respond to their digitally empowered customers across the entire customer journey. This requires a new business model — what Forrester calls integrated business services. In this session, Bobby discusses:

    • How to create customer-facing business services that integrate capabilities from existing business and technology operations.
    • How leading firms deliver successful customer experiences over time.
    • How to avoid creating yet another stove-piped customer experience.

  • 11:15 AM - 12:00 PM

    Technology Management That Advances Customer Experience

    Close engagement between customer-facing teams and the CIO’s tech management organization yields the greatest improvements in customer experience over time. In this session, Bobby will explain how leading firms:

    • Create improved CX value with a holistic, cross-channel, technology management practice.
    • Improve the flexibility and speed of their tech management capabilities while upgrading their operational systems of record.
    • Redefine tech management funding and governance by focusing on customer outcomes, not technologies.

Research Focus

Bobby serves CIOs. He is a leading expert on best practices for IT, including: business technology (BT), the empowered BT archetype, transformation from IT to BT, BT demand management, driving business innovation, business alignment, the business value of IT, BT strategic planning, IT governance, IT structure, IT/BT maturity, the marketing of IT, architecture and technology strategy, application development, IT operations, and serving the business.

His specialty is transformative technology use that drives business success in the emerging world of business technology (BT), like IT value creation, technology-based business innovation, and digital business networks.

While Bobby focuses his research on delivering IT excellence on the road to BT, he continues his close work with members of The CIO Group in the Forrester Leadership Boards, which he conceived and piloted in 2002. In this role, he writes CIO-targeted research, answers individual members' business and technology inquiries, and facilitates CIO Group member exchange meetings where CIOs discuss member-selected topics.

Previous Work Experience

Prior to taking on this role, Bobby's research focused on technology leadership — the impact of technology and services on organizations, budgets, and roles. Bobby previously led Forrester's research on IT services and enterprisewide applications, such as ERP, supply chain, and customer management, that can make or break a company's business performance. Bobby has also directed Forrester's software strategies service. Bobby has led Forrester's research into the transformation of IT governance, measuring IT's success, eBusiness organizations, business growth through applications, harnessing computing chaos, and distributed information infrastructures. He is also a recognized expert in many Internet/intranet technologies and client/server software issues, including packaged applications, databases, middleware, application design, decision support, software development, and security.

Before joining Forrester, Bobby spent five years as director of product management at Dun and Bradstreet Software (DBS), with responsibility for that company's client/server directions, decision support products, and tools and technologies. Bobby came to DBS from Dataquest, the San Jose, Calif.-based market research firm, where he spent two years as associate director for Northeast Research, focusing on business applications and systems. Prior to Dataquest, he spent nine years at Chase Manhattan's electronic banking business in Lexington, Mass., connecting 8,000 treasurers with 100 bank back offices worldwide. While at Chase, Bobby was MIS director and director of product management.


Bobby holds a B.A. in economics from Harvard University and an M.S. in economics from the University of Tennessee, Knoxville.