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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245 results in Reports

  • Customer Experience
  • For Customer Experience Professionals

    Report:Brief: Staffing For Data-Driven Design

    Data gives firms the objectivity that they need to identify, test, and validate design decisions, at scale and fast. But the skills they require to blend data and design sensibilities are rarely...

    • Downloads: 83
  • For Customer Experience Professionals

    Report:The Path To Customer Experience Maturity

    Road Map: The Customer Experience Maturity Playbook

    Companies have lofty goals for customer experience. Unfortunately, most customer experience professionals aren't doing even a fraction of the things required to achieve those goals. Customer...

    • Downloads: 1430
  • For Customer Experience Professionals

    Report:How To Build A Technology Plan That Sustains Employee Engagement

    Technology Should Provide Employees With Freedom To Act On Customer Needs

    Engaged employees ensure that businesses consistently deliver good customer experiences over time and across channels. But beyond creating a shared understanding of the intended experience,...

    • Downloads: 167
  • For Customer Experience Professionals

    Report:The Customer Experience Index, 2013

    How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...

    • Downloads: 2551
  • For Customer Experience Professionals

    Report:Humdrum Hardware: Why Google And Microsoft Are Goading Their Partners To Innovate

    Google Nexus and Microsoft Surface Force OEMs To Up Their Games

    Google's and Microsoft's efforts to launch first-party hardware, form exclusive partnerships, and acquire partners are disrupting the status quo within their ecosystems. These changes are driven...

    • Downloads: 278
  • For Customer Experience Professionals

    Report:Brief: How Software Development Insourcing Can Speed Customer Experience Efforts

    Forward-Looking Firms Differentiate By Owning Technology Associated With Vital Customer Processes

    Companies as diverse as Delta Air Lines and Tesla Motors have recently announced plans to develop core business applications internally instead of buying packaged applications. Why? They believe that...

    • Downloads: 127
  • For Customer Experience Professionals

    Report:Customer Experience Innovation Demystified

    "Innovation" has become a buzzword in the customer experience field. Everyone talks about it, but no one knows quite what it is or how to attain it. In fact, most firms that believe that they're...

    • Downloads: 932
  • For Customer Experience Professionals

    Report:Case Study: Emirates Uses Customer Journey Maps To Keep The Brand On Course

    Journey Mapping Enables A Diverse Global Airline To Lift Quality Of Service While Growing Rapidly

    Emirates is one of the world's fastest-growing airlines and positions itself as a lifestyle brand, setting high expectations for service quality in a competitive market. As Emirates expanded rapidly,...

    • Downloads: 693
  • For Customer Experience Professionals

    Report:Brief: Why The Sharing Economy Matters For Customer Experience Professionals

    In the past few years, thousands of companies that eschew traditional business models in favor of digital platforms have popped up to deliver peer-to-peer services to customers. These companies,...

    • Downloads: 177
  • For Customer Experience Professionals

    Report:Forrester's Customer Experience Maturity Framework For Digital

    Assessment: The Digital Customer Experience Improvement Playbook

    This report is an update to "Executive Q&A: What Forrester's Customer Experience Maturity Framework Means For Digital" originally published on December 6, 2011. To help customer experience...

    • Downloads: 867
  • For Customer Experience Professionals

    Report:Digital Customer Experience Teams In The Post-PC Era

    The proliferation of new form factors and touchpoints has companies struggling to create digital experiences that meet rising customer expectations. To handle this challenge, customer experience (CX)...

    • Downloads: 662
  • For Customer Experience Professionals

    Report:Executive Q&A: Customer Experience Rooms

    Customer experience (CX) rooms — immersive, interactive spaces that help employees better understand customers — have emerged as a powerful new tool for improving experiences. For...

    • Downloads: 277
  • For Customer Experience Professionals

    Report:Mobile Moments Transform Customer Experience

    Mobile Experiences In Four Steps: Identify, Design, Engineer, And Analyze

    Your customer is experiencing a mobile mind shift: the expectation that she can get what she wants in her immediate context and moments of need. As a result, mobile is central to customer experience...

    • Downloads: 1190
  • For Customer Experience Professionals

    Report:Where Are You On The Path To Customer Experience Maturity?

    Assessment: The Customer Experience Maturity Playbook

    Success in the age of the customer requires the ability to design, implement, and manage customer experience in a disciplined way — a capability few firms have today. They can build this...

    • Downloads: 961
  • For Customer Experience Professionals

    Report:How B2B Companies Make The Case For Customer Experience

    Build A Burning Platform To Spark Action

    Customer experience (CX) professionals at business-to-business (B2B) companies face B2B-specific challenges that make it hard to justify investing in CX. Obstacles range from a lack of sufficient...

    • Downloads: 120
  • 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: 151
  • 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: 336
  • 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: 760
  • For Customer Experience Professionals

    Report:Case Study: How Delta Air Lines Soared In The Customer Experience Index

    Every year, Forrester uses the results of its Customer Experience Index (CXi) benchmark to see which firms made big strides in the race for customer experience excellence. In our 2014 data, we saw...

    • Downloads: 435
  • For Customer Experience Professionals

    Report:What Drives A Profitable Customer Experience

    The Most Critical Factors In The CX-Loyalty Equation Across 17 Industries

    Firms have no shortage of ideas on how to improve customer experience (CX). What many haven't had is a good way to prioritize those ideas — until now. Forrester recently conducted a survey of...

    • Downloads: 862
  • For Customer Experience Professionals

    Report:The Rise Of Chief Customer Officers In India

    Forrester studied the profiles of 79 chief customer officers (CCOs) in India to understand key aspects of their professional background including titles, job tenure, and experience. While the...

    • Downloads: 38
  • For Customer Experience Professionals

    Report:Case Study: How Mercedes-Benz USA Fosters Customer Centricity Among All Employees

    In 2011, Mercedes-Benz USA (MBUSA) embarked on a customer experience (CX) transformation to align the quality of its customer interactions with the promise inherent in its tagline: "The Best Or...

    • Downloads: 92
  • For Customer Experience Professionals

    Report:Digital Customer Experience Trends To Watch, 2013

    Digital touchpoints support an increasingly large percentage of the overall customer experience. 2012 saw the emergence of several important digital customer experience trends that will gain momentum...

    • Downloads: 2463
  • For Customer Experience Professionals

    Report:Quick Take: JetBlue Scores With Its In-Flight Super Bowl Experience

    While other major airlines focused on advertising activities related to the Super Bowl, JetBlue Airways focused on actually doing something that customers cared about: helping them enjoy the game...

    • Downloads: 87
  • 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: 723