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

Most RecentMost Popular
  • For Customer Insights Professionals

    REPORT: Optimize Digital Intelligence For Your Insights-Driven Business

    Vision: The Digital Intelligence Playbook

    November 10, 2017James McCormick, Cinny Little

    The opportunity to engage customers digitally has never been greater — but so is the threat of not meeting their expectations and losing out to competitors that do. Current digital analytics practices are siloed, tactical, and fixated on channel-obsessed dashboard reporting that is not actionable. This report describes Forrester's vision of digital intelligence: a modern competitive approach to analytics that customer insights (CI) professionals can use to combine insights from existing, new, and emerging channels to enable timely, customer-obsessed decision making. This is an update of a previously published report entitled "Optimize Customer Experiences With Digital Intelligence"; Forrester reviews and updates it periodically for continued relevance and accuracy. This update factors in advances in the business impact of traditional web analytics practices and current trends in the adoption of digital intelligence practices.

  • For Customer Insights Professionals

    REPORT: The Forrester Wave™: Web Analytics, Q4 2017

    Incumbent Vendors Lead While Newcomers Invigorate A Mature Market

    November 7, 2017James McCormick

    In our 32-criteria evaluation of web analytics providers, we identified the seven most significant ones — Adobe, AT Internet, Cooladata, Google, IBM, Mixpanel, and Webtrekk — and researched, analyzed, and scored them. This report shows how each provider measures up and helps customer insights (CI) professionals make the right choice.

  • For Customer Insights Professionals

    REPORT: Continually Optimize Experiences To Differentiate And Compete For Customers

    Processes: The Digital Intelligence Playbook

    November 1, 2017James McCormick

    Competing for empowered customers and keeping up with their shifting digital expectations means that firms must always be evolving their digital experiences. This is only achievable through a digital intelligence process that uses customer data, analytics, and insights to continuously optimize digital interactions. This report defines continuous optimization and describes the strategies that customer insights (CI) pros can use to achieve it. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • 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.

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Webinar: Spatial Analytics: New Age Intelligence For Insights And Experiences

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