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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128 results in Reports

  • CMO
  • For CMO Professionals

    Report:Start To Build Your Ultimate Customer Relationship

    Digital Platforms Pave The Way For Others To Build Powerful Lifestyle-Enhancing Relationships

    Thanks to digital disruption, consumers have fully embraced a world where they use digital enablers to connect with companies more deeply than ever before. Digital platform providers like Amazon.com,...

    • Downloads: 444
  • 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: 216
  • For CMO Professionals

    Report:Brief: The New Art Of Data

    CMOs Must Partner With CIOs To Lead Data Innovation

    Digital customers, channels, and competitors are putting pressure on your firm to leverage more, and messier, data to arm your products, employees, and operations with digital capabilities. But being...

    • Downloads: 206
  • For CMO Professionals

    Report:How To Organize For The Digital Future

    Assign An Owner To Digital Strategy, Governance, And Execution

    To survive the destructive forces of digital disruption, firms must use eBusiness and interactive marketing capabilities to become customer obsessed. Yet most current digital organizations are too...

    • Downloads: 1329
  • For CMO Professionals

    Report:Evolve Your Marketing Strategy To Outpace Consumers' Behavior

    Landscape: The Customer Life-Cycle Marketing Playbook

    The traditional marketing funnel has been done in by consumers' behaviors that are anything but linear. Instead, in each phase of Forrester's customer life cycle — discover, explore, buy, use,...

    • Downloads: 1094
  • For CMO Professionals

    Report:Brief: Scope Trumps Size In Media Agency Partnerships

    Cross-Platform Expertise And Ability To Activate Context-Rich Data Overtake Buying Power As Key Agency Differentiators For Advertisers

    The media landscape is rapidly evolving as advances in digital technology drive increased media fragmentation and new media consumption behaviors. These forces are changing for good the way media is...

    • Downloads: 213
  • For CMO Professionals

    Report:Revamp Your Agency Roster To Lead A Connected Brand Experience

    Performance Management: The Brand Experience Playbook

    As marketers move from managing their brand to leading a connected brand experience, they will need agency partners that can help develop and execute their vision. To effectively manage agency...

    • Downloads: 710
  • For CMO Professionals

    Report:Benchmark Your Marketing Innovation Culture

    In May 2013, Forrester surveyed marketing leaders to get a pulse on their progress toward building a marketing innovation program and a culture of innovation within their organizations. The results...

    • Downloads: 291
  • For CMO Professionals

    Report:Food And Beverage Brands Must Be Trusted And Essential

    Technographics® TRUE Brand Compass: Food And Beverage Consumer Packaged Goods

    Forrester's research shows that consumers demand more from brands in the 21st century. Marketers now have a steeper hill to climb to earn consumers' brand preference, referral, and willingness to pay...

    • Downloads: 269
  • 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: 385
  • For CMO Professionals

    Report:Marketers Need To Put Money Where A Consumer's Mouth Is

    How Consumers Discover New Brands, Products, And Services

    This report, originally written for market insights professionals, includes important content for CMOs and marketing leaders looking to improve discovery of their products and services. The discover...

    • Downloads: 394
  • For CMO Professionals

    Report:Establish New Agency Partnerships

    Building a 21st century brand requires marketers to form new types of partnership with agencies. As with the fast-changing technology landscape, it's up to marketers to stay current with the...

    • Downloads: 466
  • For CMO Professionals

    Report:The Role Of Digital In The Path To Purchase

    New Digital Platforms Have To Wait Their Turn, As Traditional Stores Stay Critical

    CMOs of business-to-consumer (B2C) companies have lately called on shopper marketers to address the growing complexity of the impact of digital on in-store purchasing. Forrester recently conducted a...

    • Downloads: 1589
  • For CMO Professionals

    Report:It's Time To Abandon Performance-Based Agency Compensation

    Build A Strong Relationship To Maximize Agency Value

    CMOs are struggling to connect agency work to business outcomes and using contracts with performance-based incentives as a Band-Aid. Despite years of trying different metrics and bonus formulas,...

    • Downloads: 149
  • For CMO Professionals

    Report:Create A Customer-Centric Brand Experience

    Executive Overview: The Brand Experience Playbook

    In the age of the customer, chief marketing officers (CMOs) have a steeper hill to climb to build their brands with distracted, technology-empowered consumers. This is forcing marketers to rethink...

    • Downloads: 1602
  • For CMO Professionals

    Report:CMOs And CIOs Must Turn Collaboration Into Action

    Forrester/Forbes Insights CIO/CMO Survey Results Show Marginal Progress

    Chief marketing officers (CMOs) and their chief information officers (CIOs) must put a unified business technology (BT) agenda into practice that best wins, serves, and retains today's empowered...

    • Downloads: 187
  • For CMO Professionals

    Report:The Clash Of The Digital Platforms

    Why 2014 Will See A Flood Of Innovation From Platform Players And How You Can Profit From It

    We're only a month into the year and already the digital platforms so necessary to digital disruption are either flexing their muscles or reporting they have the power to do so. Google acquired Nest...

    • Downloads: 533
  • For CMO Professionals

    Report:The CMO's Role In Technology Purchasing

    How CMOs Should Plan For Technology Investments

    It's no longer a question of whether technology plays a role in marketing; it's about what role the CMO needs to play in selecting the best solution to drive marketing and overall business success....

    • Downloads: 575
  • For CMO Professionals

    Report:Brief: Orchestrate Marketing Insights In A Digital Command Center

    A Centralized Capability Helps Turns Insights Into Marketing Actions

    With empowered customers interacting with companies via digital and nondigital engagement channels, CMOs need to eschew silo-based teams and adopt a more flexible, customer-centric approach to...

    • Downloads: 93
  • For CMO Professionals

    Report:Brief: The Future Of Voice Control Goes Far Beyond Dictation

    A Case Study In Digital Platform Power

    Digital platform providers Amazon.com, Apple, Facebook, Google, and Microsoft are competing fiercely to find the next big method to grab more minutes of attention. One of the most important tools in...

    • Downloads: 199
  • 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: 104
  • For CMO Professionals

    Report:The Fit Test For Strong Agency Relationships

    Optimizing The RFP Process For The Post-Digital Agency Landscape

    Chief marketing officers (CMOs) increasingly look to their agency for a strong strategic voice that can assist them in driving change with their brand. But the agency selection process is most-often...

    • Downloads: 183
  • For CMO Professionals

    Report:The Convergence Of Brand, Customer Experience, And Marketing

    Organization: The Brand Experience Playbook

    The line between the brand, marketing, and customer experience (CX) disciplines has blurred as people gain access to companies and products on their own terms. This requires an explicit architecture...

    • Downloads: 1270
  • For CMO Professionals

    Report:Enrich The Customer Life Cycle With Customer Journey Maps

    Processes: The Customer Life-Cycle Marketing Playbook

    Customer experience is rapidly increasing in importance across all phases of the customer life cycle — including early phases that have traditionally been the exclusive purview of marketing. As...

    • Downloads: 682
  • For CMO Professionals

    Report:Align Your Global Marketing Organization To Deliver On 21st Century Brand Building

    Consumers have higher expectations of 21st century brands, requiring marketers to rethink how they navigate the brand, from reestablishing the brand's North Star to creating a consistent set of brand...

    • Downloads: 354