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 Shop.org 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.

Education

Carrie is a magna cum laude graduate of Bowdoin College.

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133 results in Reports

  • CMO
  • For CMO Professionals

    Report:The Costs And Benefits Of Marketing Innovation Labs

    Build An Innovation Lab To Focus The Organization On "What's Next" Customer Engagement Opportunities

    Marketing innovation labs are all the rage. Companies including Staples, Wal-Mart, Mondelez International, Nike, Comcast, Nestlé, Chick-fil-A, and many more have developed innovation labs to...

    • Downloads: 549
  • For CMO Professionals

    Report:The CMO's Blueprint For Strategy In The Age Of The Customer

    Four Imperatives To Establish New Competitive Advantage

    Your customers, empowered by technology, can leave at any moment. To retain their loyalty, companies like Hilton Worldwide and The Home Depot plan to spend hundreds of millions of dollars to redefine...

    • Downloads: 576
  • For CMO Professionals

    Report:What The Enterprise Marketing Software Suites Forrester Wave™ Means For CMOs

    The Forrester Wave™: Enterprise Marketing Software Suites, Q4 2014

    This report, originally written for customer insights (CI) professionals, includes content relevant for chief marketing officers (CMOs). With marketing-related spending comprising 13% of all software...

    • Downloads: 181
  • For CMO Professionals

    Report:Culture Is Key To Marketing Innovation Velocity

    How B2C Marketers Inspire Cultural Change

    Marketing innovation is hard and getting harder. Traditional marketing tools, channels, strategies, and tactics are becoming less effective in the age we live in now — that of the perpetually...

    • Downloads: 399
  • For CMO Professionals

    Report:Invest In The Brand Building Experience

    Business Case: The Brand Experience Playbook

    In the age of the customer, brand building is more important than ever to differentiate offerings and create long-term customer value. However, marketing leaders seeking to defend or increase their...

    • Downloads: 874
  • For CMO Professionals

    Report:The New Roles That Will Power Your Marketing Operating System

    Organization: The Customer Life-Cycle Marketing Playbook

    As empowered customers take control of their relationship with brands, CMOs must redefine their organization in the form of a marketing operating system (MOS) that best supports the full customer...

    • Downloads: 633
  • For CMO Professionals

    Report:Evaluate Your Marketing Innovation Culture

    Understand Your Cultural Bias In Order To Set Expectations For Innovation

    Today's CMOs and senior marketing executives are under intense pressure to deliver innovative marketing programs that find new ways to build brand awareness and stronger relationships with customers....

    • Downloads: 250
  • For CMO Professionals

    Report:Brief: HBO Won't Go As Direct As You Think

    Why HBO Will Succeed, Others Will Follow, And TV Will Thrive

    HBO stunned the market and raised the ire of its cable and satellite partners by announcing that it will offer some version of the HBO experience directly to consumers in 2015. When the details are...

    • Downloads: 143
  • For CMO Professionals

    Report:The Evolved CMO In 2014

    CMOs Must Ramp Up Business And Technology Acumen

    Forrester and Heidrick & Struggles fielded a global survey of 212 CMOs in July 2013 to assess their current remit and how they prove their value as business and strategy leaders. In this report,...

    • Downloads: 699
  • For CMO Professionals

    Report:Digital Experiences Will Drive Brand Resonance For Rental Newcomers

    Technographics® TRUE Brand Compass: Car Rental And Sharing

    New ride-booking and car sharing services like Getaround, Lyft, Uber, and Zipcar — some of which exploit the rising sharing economy — threaten to change car ownership eventually but will...

    • Downloads: 128
  • For CMO Professionals

    Report:Brief: B2B CMOs Drive Content Marketing Results By Fostering Direct Involvement

    Benchmark Data Shows That Content Marketing Maturity Improves As Team Participation Increases

    Eager to put content marketing to work by attracting buyer attention and generating demand, business-to-business (B2B) CMOs often turn to agencies and freelancers to boost their content marketing...

    • Downloads: 231
  • For CMO Professionals

    Report:Unify Data Expertise To Fuel Your Marketing Operating System

    Define Data Responsibilities To Boost Enterprise Intelligence

    This report, originally written for customer insights professionals, includes content relevant to CMOs. And here's why: Dramatic changes in how empowered customers now use digital and nondigital...

    • Downloads: 136
  • For CMO Professionals

    Report:Predictions 2016: The Entitled Customer Emerges In Asia Pacific

    Marketers And eBusiness Pros Will Join Forces Through Six Big Shifts

    Digital experiences are the new normal for customers across Asia Pacific (AP), empowered by widespread — and in some cases now universal — access to mobile technology. They're no longer...

    • Downloads: 122
  • For CMO Professionals

    Report:Digital Command Centers Give CMOs An Intelligence Edge

    Asia Pacific CMOs Must Centralize Discrete Marketing Functions To Derive New Insights And Drive Business Success

    A digital command center is a dedicated resource for listening to social chatter on digital channels, including online forums, and analyzing brand relevance, product discussions, and customer...

    • Downloads: 155
  • For CMO Professionals

    Report:Evaluate Your Brand Building Capabilities

    Assessment: The Brand Experience Playbook

    Today's perpetually connected consumers have more opportunities than ever to voice their wants, needs, and expectations, forcing marketers to rethink how they build relevant brands. This report...

    • Downloads: 688
  • For CMO Professionals

    Report:Assess The Impact Of Touchpoints Along The Consumer Path-To-Purchase

    How Research Touchpoints Affect Consumer Spending

    Consumers connect with brands throughout the customer life cycle — they discover, explore, buy, and engage using a multitude of touchpoints. In the explore phase, consumers use a variety of...

    • Downloads: 1164
  • For CMO Professionals

    Report:Agency Partnerships Speed The Innovation Journey

    How Smart Marketers Maximize Agency Relationships To Create Breakthrough Customer Experiences And Business Growth

    Over the past 24 months, CMOs have started to dedicate more resources to marketing innovation in the form of budget, talent, and labs. In addition to internal efforts, CMOs also lean on agencies to...

    • Downloads: 369
  • For CMO Professionals

    Report:Competitive Strategy In The Age Of The Customer: China

    Only Customer-Obsessed Enterprises Can Survive Disruption

    Manufacturing strength, distribution power, and information mastery are no longer competitive advantages in the age of the customer, where the only sustainable competitive advantage is customer...

    • Downloads: 315
  • For CMO Professionals

    Report:Consistent Customer Experience Drives Airline Brand Resonance

    Technographics® TRUE Brand Compass: Airlines

    Airlines battle daily to win market share, but they are losing the battle for brand resonance. Airline chief marketing officers (CMOs) must work harder to secure loyal customers and build more solid...

    • Downloads: 218
  • For CMO Professionals

    Report:Brand Health Measurement Is Ripe For Digital Disruption

    Tools And Technology: The Brand Experience Playbook

    Chief marketing officers (CMOs) have long turned to brand health measurement to keep a pulse on how the marketplace perceives their brand. But how relevant are these traditionally slow-moving and...

    • Downloads: 769
  • For CMO Professionals

    Report:Rethink Marketing In The Customer's Context

    How B2B Marketers Need To Recast Their Approach

    Business-to-business (B2B) marketers must face a new reality: Customers seek a range of inputs as they embark on solving business needs. Some executives prefer vendors that can create and deliver on...

    • Downloads: 1139
  • For CMO Professionals

    Report:Make Customer Obsession Pay Off With The Customer Life Cycle

    Business Case: The Customer Life-Cycle Marketing Playbook

    Forrester's customer life cycle provides a framework for CMOs to reorient marketing from a linear funnel-based approach to a customer-centered approach. Making the switch to customer life-cycle...

    • Downloads: 827
  • For CMO Professionals

    Report:Revamp Strategic Planning From The Outside In

    Three Keys To Driving Customer-Obsessed Business Strategy

    Fail to help your firm adapt to increasingly powerful customers, and you risk more than near-term disruption — you risk your company's long-term viability. Today's strategic planning must...

    • Downloads: 282
  • For CMO Professionals

    Report:Quick Take: Microsoft Mines Minecraft For The Future Of Interactive Entertainment

    With Microsoft's announcement that it will acquire Mojang, the game developer behind the successful Minecraft franchise, the company is in position to tap a rich vein of interactive entertainment....

    • Downloads: 67
  • For CMO Professionals

    Report:Telecom Brands Are Not Connecting

    Technographics® TRUE Brand Compass: Telecom

    Customers' dissatisfaction with telecom providers is well documented. These firms are known for frustrating customers with confusing programming bundles, poor customer service, and opaque pricing....

    • Downloads: 330