Caleb Ewald

Researcher Serving eBusiness & Channel Strategy Professionals

Caleb is a researcher serving digital business professionals. His research focuses on digital maturity and adoption of emerging “smart” technologies, along with disruptive business models like marketplaces and mapping services that help organizations lower costs and boost customer loyalty. He also collaborates with analysts who cover digital service providers, digital experience platforms, software-as-a-service business apps, content management systems and digital asset management, product information management, and commerce suites.

Previous Work Experience

Prior to his current role, Caleb was a senior research associate supporting several analysts on the healthcare and digital customer and collaboration teams in their primary and secondary research. He collaborated on research covering a variety of topics, including healthcare digital transformation and strategy across health insurers, providers, and life sciences; tech giants' impact on healthcare; enterprise content management best practices; digital fragility of enterprise assets; the future of meetings; and digital transformation of customer service and contact centers.

Education

Caleb holds a dual BS/BA degree in finance and marketing with a minor in economics from Elon University.

Print Bio

Caleb Ewald

Researcher Serving eBusiness & Channel Strategy Professionals

Previous Work Experience

Education

Caleb holds a dual BS/BA degree in finance and marketing with a minor in economics from Elon University.

Research Coverage

Caleb Ewald's Research

Most RecentMost Popular

For eBusiness & Channel Strategy Professionals

REPORT: Do The Right Thing: Advocating For Customers Drives Loyalty At Financial Firms — 2020

US Customers Rate Their Banks, Credit Card Providers, Insurers, And Wealth Management Firms On Advocacy And Future Purchase Intent

January 14, 2021 Alyson Clarke, Caleb Ewald

Customer advocacy — customers' perception that a firm does what's best for them, not just what's best for the firm's own bottom line — is a key driver of loyalty and future purchase intent at retail financial services firms. Firms that rate highly on customer advocacy are more likely to be considered for future purchases, while the lowest-rated firms are least likely to retain customers. Digital business strategy leaders need to show customers that their firm does what's right for them when they interact through digital and human touchpoints.
For Application Development & Delivery Professionals

REPORT: Rethink Metrics To Gain DX Traction

Performance Management: The Digital Experience Delivery Playbook

January 4, 2021 Joe Cicman, Caleb Ewald

Traditional, centralized application development and delivery (AD&D) teams often measure only two things: time and budget. Without the right metrics, AD&D doesn't have clarity about digital experience (DX) priorities, and marketing and the business won't see AD&D's value. To gain a seat at the DX strategy table, AD&D must align its metrics with those of marketing and business groups. This report outlines best practices to help centralized AD&D professionals pivot to a DX strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. We revised this edition to factor in the latest research on DX delivery performance management.
For Application Development & Delivery Professionals

REPORT: Implement Essential Change Management Practices To Improve Digital Experience Delivery

Continuous Improvement: The Digital Experience Delivery Playbook

December 29, 2020 Joe Cicman, Caleb Ewald

So, you've finished your first major digital experience delivery project: You've launched the app, modernized the website, and integrated your digital experience technologies. Now you must create a sustainable digital experience delivery organization that can quickly adapt to future conditions and deliver on your needs. This report helps application development and delivery (AD&D) pros understand how to do this by incorporating a robust change management strategy to support ongoing improvements to digital experience initiatives. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
For CIO Professionals

REPORT: Digital Rewrites The Rules Of Business

Vision: The Digital Business Playbook

December 24, 2020 Nigel Fenwick, Ted Schadler, Caleb Ewald

The pandemic reinforced how technology improves the economics and capabilities of every business. Using new digital capabilities, it is 10 times cheaper and faster to adapt your workforce, engage customers, create offerings, harness partners, and operate your business, even among uncertainty. Digitally advanced firms embrace digital's new rules of business, using technology at the core to create customer value. Whether a digital leader or CIO, it's your job to apply these rules to create a future fit business. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
For Application Development & Delivery Professionals

REPORT: Gauge The Maturity Of Your DOP Portfolio And Strategy

Assessment: The Digital Operations Platforms Playbook

December 7, 2020 Duncan Jones, Liz Herbert, Caleb Ewald

Are you evolving your core business applications in the right direction quickly enough? Will outdated processes and/or lack of skills hold you back? This report and the associated online tool will help application development and delivery (AD&D) pros assess the maturity of their current applications portfolio and strategy, including people, processes, and tools. They can use the results to prioritize goals and overcome obstacles to leveraging the full potential of DOP investments in their organizations. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

For CIO Professionals

REPORT: Digital Rewrites The Rules Of Business

Vision: The Digital Business Playbook

December 24, 2020 Nigel Fenwick, Ted Schadler, Caleb Ewald

The pandemic reinforced how technology improves the economics and capabilities of every business. Using new digital capabilities, it is 10 times cheaper and faster to adapt your workforce, engage customers, create offerings, harness partners, and operate your business, even among uncertainty. Digitally advanced firms embrace digital's new rules of business, using technology at the core to create customer value. Whether a digital leader or CIO, it's your job to apply these rules to create a future fit business. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
For Application Development & Delivery Professionals

REPORT: Implement Essential Change Management Practices To Improve Digital Experience Delivery

Continuous Improvement: The Digital Experience Delivery Playbook

December 29, 2020 Joe Cicman, Caleb Ewald

So, you've finished your first major digital experience delivery project: You've launched the app, modernized the website, and integrated your digital experience technologies. Now you must create a sustainable digital experience delivery organization that can quickly adapt to future conditions and deliver on your needs. This report helps application development and delivery (AD&D) pros understand how to do this by incorporating a robust change management strategy to support ongoing improvements to digital experience initiatives. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
For Application Development & Delivery Professionals

REPORT: Rethink Metrics To Gain DX Traction

Performance Management: The Digital Experience Delivery Playbook

January 4, 2021 Joe Cicman, Caleb Ewald

Traditional, centralized application development and delivery (AD&D) teams often measure only two things: time and budget. Without the right metrics, AD&D doesn't have clarity about digital experience (DX) priorities, and marketing and the business won't see AD&D's value. To gain a seat at the DX strategy table, AD&D must align its metrics with those of marketing and business groups. This report outlines best practices to help centralized AD&D professionals pivot to a DX strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. We revised this edition to factor in the latest research on DX delivery performance management.
For Application Development & Delivery Professionals

REPORT: Gauge The Maturity Of Your DOP Portfolio And Strategy

Assessment: The Digital Operations Platforms Playbook

December 7, 2020 Duncan Jones, Liz Herbert, Caleb Ewald

Are you evolving your core business applications in the right direction quickly enough? Will outdated processes and/or lack of skills hold you back? This report and the associated online tool will help application development and delivery (AD&D) pros assess the maturity of their current applications portfolio and strategy, including people, processes, and tools. They can use the results to prioritize goals and overcome obstacles to leveraging the full potential of DOP investments in their organizations. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.
For Application Development & Delivery Professionals

REPORT: Predictions 2020: Customer Service

Automation Remakes The Contact Center Organization

October 31, 2019 Ian Jacobs, Art Schoeller, Kate Leggett, Vasupradha Srinivasan, Annalise Clayton, Caleb Ewald, Daniel Hong

We've survived the hype storm around chatbots . . . barely. 2020 will mark the beginning of the concrete alterations that AI beyond chatbots will make to customer service and contact center groups. Some jobs will alter irrevocably, but probably not the ones that most brands expected or not in the ways that brands would have predicted just two years ago. Customer service leaders: read these five predictions to understand what to expect next year in your AI-fueled transformation journey.