Carrie Johnson

VP, Group Director serving eBusiness & Channel Strategy PROFESSIONALS

Carrie serves eBusiness & Channel Strategy Professionals and leads a team that helps these professionals in the retail, financial services, travel, and healthcare industries optimize sales and service strategies across channels. Carrie's current research focuses on online and multichannel retailing.

Prior to this position, Carrie spent eight years at Forrester researching the dynamics and growth of online retailing. In this role, she analyzed consumers' adoption of eCommerce, their multichannel behavior, and how retailers optimize sales to those consumers with key technologies and strategies. In this role, Carrie authored many key Forrester reports, including Forrester's annual eCommerce forecast. In addition, since 2002, Carrie has authored or led the research effort for "The State of Retailing Online," a survey conducted by Forrester Research.

Previous Work Experience

Carrie's background prior to Forrester includes work at the Harvard Business School, where she wrote case studies on Barnes & Noble, Frontgate, PlanetAll, QVC, Streamline, and TV Guide.

Carrie has appeared on NBC Nightly News, CNBC, and CNNfn to speak about online retail trends and react to various retail news events. She has also been quoted in various newspapers, including The Wall Street Journal, The New York Times, USA Today, and The Boston Globe.


Carrie is a magna cum laude graduate of Bowdoin College.

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  • John C. McCarthy
  • Past 12 months
  • For Chief Information Officer Professionals

    Blog:Creating A Software Engineering Group Becomes Key To Closing The Experience Gaps

    In our recent report Closing The Experience Gaps, Ted Schadler and I talked about two key elements to meeting customers’ rising expectations: creating an architecture for cross-channel...

    • For CMO Professionals

      Report:CMOs Must Embrace Software's Role In Delivering A Compelling Brand Experience

      Software Must Enrich Your Brand

      This report, originally written for CIOs, includes content relevant to chief marketing officers (CMOs). And here's why: A perfect storm of technology change — mobile, social, and digital...

      • Downloads: 156
    • For CIO Professionals

      Report:Brief: Making Sense Of The Digital Services Tsunami

      CIOs Must Navigate A Landscape Of Digital Relabeling

      At recent customer and analyst events, traditional consulting and systems integration providers — including Accenture, Capgemini, Cognizant, Deloitte Digital, Fujitsu, Infosys, NIIT...

      • Downloads: 218
    • For CIO Professionals

      Report:Closing The Experience Gaps

      Adopt A New Experience Architecture And Philosophy To Bridge Gaps In Performance, Convenience, Personalization, And Trust

      Improving customer experience is now the No. 1 priority of business executives. And as Forrester's revised Customer Experience Index makes clear, simply meeting needs is not enough to deliver...

      • Downloads: 480
    • For Application Development & Delivery Professionals

      Report:Mobile Needs A Four-Tier Engagement Platform

      Road Map: The Mobile App Development Playbook

      Mobile is pushing aging web architectures to the brink. The three-tier architecture built for a browser-led PC world can't flex, scale, or respond to the needs of a good mobile experience or the...

      • Downloads: 1294
    • For CIO Professionals

      Report:Wanted: Digital Engagement Providers

      Building and delivering great mobile experiences will be the beating heart of your customer engagement strategy for the next 10 years. The challenge of making a simple, intuitive app that fronts a...

      • Downloads: 725
    • For CIO Professionals

      Report:Brief: Technology Spending Is Reaching A Tipping Point

      Pressures Mount On CEOs To Increase Spending In Business And Technology Management

      The volume and nature of technology spending within large enterprises is reaching an inflection point. The combination of unprecedented innovation, rising customer expectations, and growing...

      • Downloads: 191
    • For CIO Professionals

      Report:Brief: The Home Depot's Age Of The Customer Transformation

      Senior Management's Digital Transformation Business Plan

      On Wednesday, March 19, 2014 at the International Strategy & Investment (ISI) Fourth Annual Retail Summit in Atlanta, Frank Blake, chairman and CEO of The Home Depot, talked about the firm's age of...

      • Downloads: 290
    • For Customer Experience Professionals

      Report:Close The Experience Gaps With The Right Business Technology

      Closing The Experience Gaps

      Companies that want to improve customer experience will increasingly rely on technology to close gaps in performance, convenience, personalization, and trust. Forrester has created a catalog showing...

      • Downloads: 140
    • For Chief Information Officer Professionals

      Blog:Closing The Experience Gaps Requires New Technology Architecture And Philosophy

      Forrester’s Customer Experience Index (CXi) research reveals a shocking business result: Over five years, CXi leaders outperformed the S&P with 43% stock growth, while CXi laggards had negative...

      • For CIO Professionals

        Report:Next-Generation Services Offer A New Path To Digital Transformation

        Digital Transformation Needs Analytics-Empowered, Business-Driven Service Providers

        CIOs understand the urgency of ramping up their business technology (BT) capabilities — including systems of engagement — to help the business win, serve, and retain customers....

        • Downloads: 406
      • For CIO Professionals

        Report:Predictions 2015: Software Platforms Drive Internet-Of-Things Adoption

        How The Connected World Will Advance

        The Internet of Things (IoT) has gotten huge visibility as firms like Cisco Systems and General Electric (GE) promote the size of the market and number of connected devices and IBM talks about...

        • Downloads: 609
      • For CIO Professionals

        Report:Brief: The Software Segment Of The Product Development Services Sector Rapidly Evolves

        CIOs Will Focus On PDS Software To Drive Digital Transformation

        The software products segment of the product development services (PDS) market will evolve dramatically in 2015. Large organizations need help building differentiated digital products and services...

        • Downloads: 61
      • For Application Development & Delivery Professionals

        Report:Brief: Smartwatches Need Glanceable Moments

        Success Centers On Delivering Intelligent Notifications

        With the spate of product announcements and second-generation offerings from Apple, LG, Microsoft, Samsung, and Timex, smartwatches and wearables have entered firms' agendas. However, to be...

        • Downloads: 97
      • For CIO Professionals

        Report:Brief: Customer Journey Mapping Is Becoming Key To Digital Transformation

        Use This New Process To Understand Problems And Drive Alignment

        As businesses seek success in the age of the customer, they need to rework and transform their business processes to align with the rising expectations of their empowered clients. In this context,...

        • Downloads: 242
      • For CIO Professionals

        Report:Accelerating Technology Change Restructures US Services Employment

        Human Middleware And Transaction Processing Jobs Are Becoming Obsolete

        A perfect storm of technology change is streamlining, simplifying, and atomizing business processes. The effects will ripple across organizations, as human capital shifts from handling transactions...

        • Downloads: 86