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James   McCormick

James McCormick

Principal Analyst Serving Customer Insights Professionals

James serves Customer Insights Professionals. He is a global expert on digital intelligence, digital analytics, and CX optimization, as well as intelligence technology, organization, processes, and services. His research is focused on helping firms leverage their digital customer insights to optimize customer engagements and customer experience using techniques such as segmentation, test and learn, and targeting across multiple channels including web, mobile, app, and more.

Previous Work Experience

Prior to joining Forrester Research, James was the senior professional services global director at SDL with global responsibility for the delivery of multichannel campaign management and analytics (CMA) enablement programs and solutions to multiple verticals. During his stint at SDL, he also managed teams to deliver web content management (WCM) solutions.

Past responsibilities include the delivery of web experience management, eCommerce, and customer-location analytics-based solutions to a number of verticals including retail, telco, insurance, gaming, automotive, and financial services.

Education

James graduated from the University of Cape Town, South Africa, with a B.Sc. in geology. He followed this up with a B.Eng. (honors) degree in geographic information systems (GIS).

James McCormick

Principal Analyst Serving Customer Insights Professionals

James serves Customer Insights Professionals. He is a global expert on digital intelligence, digital analytics, and CX optimization, as well as intelligence technology, organization, processes, and services. His research is focused on helping firms leverage their digital customer insights to optimize customer engagements and customer experience using techniques such as segmentation, test and learn, and targeting across multiple channels including web, mobile, app, and more.

Previous Work Experience

Prior to joining Forrester Research, James was the senior professional services global director at SDL with global responsibility for the delivery of multichannel campaign management and analytics (CMA) enablement programs and solutions to multiple verticals. During his stint at SDL, he also managed teams to deliver web content management (WCM) solutions.

Past responsibilities include the delivery of web experience management, eCommerce, and customer-location analytics-based solutions to a number of verticals including retail, telco, insurance, gaming, automotive, and financial services.

Education

James graduated from the University of Cape Town, South Africa, with a B.Sc. in geology. He followed this up with a B.Eng. (honors) degree in geographic information systems (GIS).

James McCormick's Research

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  • For CIO Professionals

    REPORT: Insights-Driven Businesses Set The Pace For Global Growth

    The Vision Report Of The Insights-Driven Business Playbook

    October 18, 2017 Brian Hopkins, James McCormick, Ted Schadler

    A new kind of company — we call them insights-driven businesses — has formed. They are growing at an average of more than 30% annually and are on track to earn $1.8 trillion by 2021. These customer-obsessed firms systematically harness insights across their organization and implement them to create competitive advantage through software. Read this report to find out how insights-driven business are different from most data-aware firms and how CIOs can help redirect their firm's data ambitions toward effective insights and action.

  • For Customer Insights Professionals

    REPORT: Rate Your Digital Intelligence Mastery

    Assessment: The Digital Intelligence Playbook

    September 6, 2017 Cinny Little, James McCormick

    Digital intelligence (DI) is advancing, but firms must speed up progress to remain competitive and catch up with insights-driven businesses. Many firms are stymied by the breadth and depth of digital intelligence requirements needed to keep pace with changing customer expectations and digital behaviors. This report provides customer insights (CI) professionals with a self-assessment and scoring model that complements and feeds Forrester's digital intelligence road map report. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy, most recently to reflect increasing mastery levels as digital continues to grow in importance.

  • For Customer Insights Professionals

    REPORT: Build The Digital Intelligence Strategy That Will Match The Speed Of Your Customers

    Strategic Plan: The Digital Intelligence Playbook

    August 29, 2017 Cinny Little, James McCormick

    To remain competitive, customer insights (CI) pros must optimize their firm's digital intelligence — the practice of continuously optimizing customer engagement with data, analytics, and insights — to keep up with the speed of the customer. This report defines a five-competency strategic plan to get you there. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For Customer Insights Professionals

    REPORT: Organize For Digital Intelligence With These Three Models

    Organization: The Digital Intelligence Playbook

    August 16, 2017 Cinny Little, James McCormick

    Digital analytics teams still working in channel silos will fail to help their firms win, serve, and retain customers. This report describes the success factors and ownership models that help customer insights (CI) professionals build a digital intelligence organization to gain competitive advantage. This is an update of a previously published report; Forrester reviews and updates it periodically, most recently to provide refined organizational models and new information from research and inquiries.

  • For Customer Insights Professionals

    REPORT: Build Digital Intelligence For Your Insights-Driven Business

    Executive Overview: The Digital Intelligence Playbook

    August 15, 2017James McCormick

    Insights-driven businesses have the edge on the rest of us. Their digital intelligence practices synchronize digital analytics with digital interactions to continuously deliver optimized customer experiences at scale. It's time for customer insights (CI) pros to follow suit. They must work with teams across the enterprise to mature an intelligence practice capable of fostering competitive differentiation. Forrester's digital intelligence playbook sets the groundwork for the strategy, technologies, and best practices for building a digital intelligence practice. This is an updated report, which takes into account new research embedding digital intelligence within Forrester's research on artificial intelligence (AI), big data, and systems of insight.

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