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.


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

  • For Customer Insights Professionals

    Report: Optimize Customer Experiences With Digital Intelligence

    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 pra...

  • For Customer Insights Professionals

    Report: Deliver Superior Customer Experience With Digital Intelligence

    The backward-looking analysis of aggregated online customer interactions is not enough for firms to maximize the opportunity of digital customer interactions and to compete in the age of the cus...

  • For Customer Insights Professionals

    Report: Combine Digital Measurements For Intelligent Engagement

    Customer insights (CI) professionals have a wealth of data resources and technology at their disposal to measure digital customer interactions. But many programs still fail to capture a complete...

  • For Customer Insights Professionals

    Report: The Forrester Wave™: Web Analytics, Q2 2014

    In Forrester's 75-criteria evaluation of web analytics vendors, we identified the six most significant software providers in the category — Adobe, AT Internet, Google, IBM, SAS Institute, ...

  • For Customer Insights Professionals

    Report: How Smart Are You At Delivering Digital Customer Experience?

    Digital intelligence is the approach today's firms must adopt to leverage the data and analytics that will help them continuously optimize digital customer experience at scale. Yet many firms ar...

View all of James McCormick's Research

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