Peter Sheldon

VP, Principal Analyst serving eBusiness & Channel Strategy PROFESSIONALS

Peter serves eBusiness & Channel Strategy Professionals. He focuses on eCommerce technologies and solutions, including B2C and B2B eCommerce platforms, mobile commerce solutions, digital in-store technologies, and digital commerce. Peter has specific expertise helping eBusiness leaders understand the integration challenges between eCommerce and back-office technologies across channels and touchpoints. His interests focus on mobile and tablet commerce trends, digital in-store experiences, multichannel retail, social commerce, and digital media.

Previous Work Experience

Peter has extensive experience working with an ecosystem of eCommerce technologies, including eCommerce platforms, mobile commerce solutions, content management, web analytics, search engine marketing (SEM), search engine optimization (SEO), digital asset management, payment systems, and social media, to name a few. Peter has more than 13 years of experience in eCommerce and web technologies. Most recently, Peter held both product management and product marketing positions at Elastic Path, a leading eCommerce platform vendor. He also worked as a senior business analyst at JP Morgan and Ford Motor Company, where he started his career in eCommerce developing a direct online channel for new vehicle sales in the UK. Peter's experience spans both business and technology, including business analysis, product management, product marketing, solution architecture, user experience, and online marketing.

Education

Peter holds a BEng in manufacturing systems engineering from the University of Strathclyde in Scotland.

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224 results in Reports

  • Customer Experience
  • For Customer Experience Professionals

    Report:Executive Q&A: Customer Understanding For Customer Experience Management

    Compelling customer experiences stem from a company's deep understanding of its target customers' goals and behaviors. This requires uncovering customer needs in a disciplined manner. This report...

    • Downloads: 477
  • For Customer Experience Professionals

    Report:Build Seamless Experiences Now

    Experience Persistence Transforms Fragmented Interactions Into A Unified System Of Engagement

    Multidevice ownership and pervasive connectivity mean customers now have, use, and expect multiple ways to interact with companies far beyond the desktop or retail outlet. This change in behavior is...

    • Downloads: 738
  • For Customer Experience Professionals

    Report:Pricing Matters For Customer Experience Professionals!

    Why Customer Experience Professionals Need To Have A Seat At The Table When Their Companies Make Pricing Decisions

    Customers consciously or unconsciously judge pricing as part of their experiences with a company. Pricing both sets expectations for an experience and affects perceptions and recollections of that...

    • Downloads: 338
  • For Customer Experience Professionals

    Report:The Customer Experience Index, Germany 2014

    How good is the experience at leading German companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 25 German brands across seven...

    • Downloads: 173
  • For Customer Experience Professionals

    Report:Transform To An Experience-Driven Organization

    Executive Overview: The Customer Experience Maturity Playbook

    Companies see substantial business benefit when they systematically hunt down and eliminate customer experience problems. But eventually they need to stop doing business in ways that create those...

    • Downloads: 1811
  • For Customer Experience Professionals

    Report:Case Study: Best Western Great Britain Wins Validation For Customer Experience Strategy

    In 2010, Best Western International in Great Britain was a midmarket brand struggling to stand out in a sea of budget hotels and prove its value to customers. Partnering with customer experience...

    • Downloads: 130
  • For Customer Experience Professionals

    Report:The State Of VoC Programs, 2012

    VoC Programs Are Developing But Still Don't Deliver Enough Value

    Companies use voice of the customer (VoC) programs to collect and analyze customer feedback, make customer experience improvements, and track the results of those improvements. In order to assess how...

    • Downloads: 517
  • For Customer Experience Professionals

    Report:How Three B2B Firms Measure Customer Experience

    Customer experience leaders in business-to-business (B2B) firms need a measurement program that tells them how good their customers' experiences are today, provides guidance on how to improve those...

    • Downloads: 654
  • For Customer Experience Professionals

    Report:The Customer Experience Index, Italy 2014

    How good is the experience at leading Italian companies? This report helps answer that question by providing a benchmark of the quality of customer experience for 31 Italian brands across seven...

    • Downloads: 153
  • For Customer Experience Professionals

    Report:Brief: Key Takeaways From Forrester's Forum For CX Professionals West 2014

    CX Leaders Transform Their Organizations To Drive Innovation

    At Forrester's Forum For Customer Experience Professionals West 2014 in Anaheim, California, speakers shared best practices for rising above the pack and boosting customer experience from good to...

    • Downloads: 93
  • For Customer Experience Professionals

    Report:How To Make The Case For Customer Experience

    Four Business Case Models To Help You Win Funding For Your Customer Experience Program

    We're in the age of the customer, where unyielding competition, low barriers to entry, and disappearing sources of competitive advantage impede the path to profitability. Successful enterprises like...

    • Downloads: 667
  • For Customer Experience Professionals

    Report:The Seven Steps Of Highly Effective Journey Mapping

    Rethink The Journey Mapping Process To Drive Change

    Journey maps are wildly popular. But the production of a map won't change anything unless it is part of a well-defined process that takes into consideration a purpose, goals, and customer experience...

    • Downloads: 759
  • For Customer Experience Professionals

    Report:Five Tools To Close Customer Experience Strategy Gaps

    In today's age of the customer, firms need to build customer experience into the overall company strategy — rather than bolting it on as an afterthought. To align employees and partners,...

    • Downloads: 457
  • For Customer Experience Professionals

    Report:Brief: Leverage Ethnographic Research To Fully Understand Your Customers

    Don't Risk Customer Understanding Bias By Overrelying On Net Promoter Scores And Customer Satisfaction Surveys

    A comprehensive understanding of customers is critical for driving sustainable improvements in the customer experience (CX). To build a holistic view of the customer, organizations employ two types...

    • Downloads: 123
  • For Customer Experience Professionals

    Report:Hiring The Right Customer Experience Team For Greater CX Maturity

    Although customer experience (CX) teams need a diverse mix of skills, they're typically too small to afford an army of specialists. In fact, many CX leaders have just one or two direct reports when...

    • Downloads: 392
  • For Customer Experience Professionals

    Report:Four Questions That Free Employees To Access Customer Data

    A Guide For Customer Experience Pros Looking To Break Down Information Silos

    The vast majority of the information workforce directly supports customers or helps their organizations understand customers' behavior. But the way that organizations warehouse client data and...

    • Downloads: 95
  • For Customer Experience Professionals

    Report:Websites That Don't Support Customers Waste Millions

    This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...

    • Downloads: 2158
  • For Customer Experience Professionals

    Report:Don't Fix Customer Experience Problems, Prevent Them

    In a recent survey of customer experience professionals, 86% said that their executives hope to differentiate in the marketplace on the basis of their customer experience. Unfortunately, most...

    • Downloads: 753
  • For Customer Experience Professionals

    Report:Case Study: How American Cancer Society Used Measurement To Optimize Customer Experience

    The Evolution Of An Outcome-Driven CX Measurement Program

    The American Cancer Society (ACS) is the most comprehensive organization fighting cancer in the US. Every year, ACS touches millions of people who are invested in the fight against cancer. However,...

    • Downloads: 200
  • For Customer Experience Professionals

    Report:Anticipate Your Customer's Next Move With Proactive Experiences

    The emergence of powerful mobile devices, connected sensors, and open application programming interfaces (APIs) makes it possible to deliver a new type of customer experience known as proactive...

    • Downloads: 680
  • For Customer Experience Professionals

    Report:How To Build Your Voice Of The Customer Program

    Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. CX pros need to know how good their programs are, how they...

    • Downloads: 820
  • For Customer Experience Professionals

    Report:The Business Impact Of Customer Experience, 2014

    Business Case: The Customer Experience Maturity Playbook

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three simple models to estimate the impact that...

    • Downloads: 1294
  • For Customer Experience Professionals

    Report:Why Agile Matters For Customer Experience

    Continuous Improvement: The Customer Experience Maturity Playbook

    Customer experience (CX) professionals disillusioned with traditional development methods that are slow and lead to broken experiences embrace Agile to fast-track and hone their programs. Agile adds...

    • Downloads: 433
  • For Customer Experience Professionals

    Report:The Business Impact Of Customer Experience, 2013

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and loyalty. We built three simple models to estimate the impact customer experience...

    • Downloads: 1382
  • For Customer Experience Professionals

    Report:Mobilize Your Customer Experience Strategy

    Great customer experiences are built on solid strategies executed by people sharing a common vision. But if they look closely, most companies will find that their employees don't have a shared...

    • Downloads: 213