Speaker Biography

Jeffrey Hammond

VP, Principal Analyst

Sessions Featuring This Speaker

Forrester's Forum For Customer Experience Professionals East


  • 02:30 PM - 03:15 PM

    How Systems Of Automation Improve Customer Experience

    When customers pick up a smartphone or tablet, they seek a compelling experience, regardless of industry, service, or media. Engaging, informing, and anticipating these demands requires a new approach to software architecture and development processes, what Forrester calls a “system of automation.” In this session, Jeffrey will explain:

    • How systems of automation differ from systems of record or current engagement architectures.
    • How this new approach to application development will enrich customer experience.
    • The first steps necessary to build effective, customer-centric systems of automation.

Research Focus

Jeffrey is a software development veteran, with more than twenty years of experience in various development, product management, strategy, and marketing roles. He is a leading expert on mobile development, modern application architecture, application life-cycle management, and open source policies and projects. He helps Application Development & Delivery teams improve their productivity while building creative, high-performance cultures.

Previous Work Experience

Jeffrey has been with Forrester since 2006. Jeffrey joined Forrester from IBM's Rational unit, where he created award-winning application development tools, including Rational Rose/J Edition, Rose/CORBA, and Rose/PowerBuilder. Prior to joining Rational Software, Jeffrey was part of Accenture's Advanced Systems Group, where he led application development projects at Fortune 500 clients.


Jeffrey holds a B.S. in economics (finance) from the Wharton School at the University of Pennsylvania.