James McCormick

Principal Analyst serving Customer Insights PROFESSIONALS

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

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: Elevate Customer Obsession With A Digital Intelligence Strategic Plan

    Digital intelligence is a modern digital analytics practice that requires an enterprisewide initiative that changes the way customer insights (CI) professionals gather, integrate, understand, an...

    • Downloads: 47
  • For Customer Insights Professionals

    Report: The Forrester Wave™: Online Testing Platforms, Q3 2015

    In our 40-criteria evaluation of online testing platform providers, we identified the eight most significant ones and researched, analyzed, and scored them. This report shows how each provider m...

    • Downloads: 201
  • For Customer Insights Professionals

    Report: Transform Customer Experience With Continuous Optimization

    Competing for empowered customers and their shifting digital expectations means that firms must evolve their online experiences by using customer data to constantly optimize digital interactions...

    • Downloads: 238
  • For Customer Insights Professionals

    Report: So How Digitally Smart Are You Really?

    Digital intelligence is an attractive approach for advancing an analytics strategy to both optimize digital customer engagements and experiences and accommodate the escalating volume, pace, and ...

    • Downloads: 739
  • For Customer Insights Professionals

    Report: Case Study: Win Customers With Mobile Analytics

    Mobile may save your life — no, really! Mobile has changed consumer expectations and given enterprises the ability to engage with their customers anytime, anywhere, and in a contextually r...

    • Downloads: 281
  • For Customer Insights Professionals

    Report: Supercharge Analytics With Digital Intelligence

    Traditional web analytics techniques were not designed for the breadth of channels, devices, and speed that fuels today's digital interactions. The underlying design of web analytics is fundamen...

    • Downloads: 2552
  • For Customer Insights Professionals

    Report: Scale And Optimize Customer Engagements With Digital Intelligence

    The simple analysis of aggregated online customer interactions with websites is not enough for firms to truly understand and optimize customer experiences in the age of the customer. Digital int...

    • Downloads: 1299
  • 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, ...

    • Downloads: 1135
  • For Customer Insights Professionals

    Report: Sharpen Your Competitive Edge With A Digital Intelligence Strategic Plan

    As customers effortlessly move across digital touchpoints and as marketing campaigns span an increasing number of channels, the need for comprehensive analytics has never been greater. But pract...

    • Downloads: 1167
  • For Customer Insights Professionals

    Report: CI Professionals: Plan For The Future Of Cross-Channel Marketing

    The online marketing suite supports many of the priorities that customer insights (CI) professionals hold dear: customer centricity, cost efficiency, measurement, and marketing relevance. But le...

    • Downloads: 1133
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