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.


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

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270 results in Reports

  • Customer Experience
  • For Customer Experience Professionals

    Report:Seven Steps To Successful Customer Experience Measurement Programs

    Customer experience (CX) measurement is essential: Without a disciplined customer experience measurement program, companies will struggle to understand what's working and what's broken. This report...

    • Downloads: 1893
  • For Customer Experience Professionals

    Report:Personalization And The Rise Of Individualized Experiences

    Over the past decade, marketers have become adept at using customer data to personalize recommendations, offers, and messages. Now, customer experiences (CX) pros are getting into the game by using...

    • Downloads: 625
  • For Customer Experience Professionals

    Report:Case Study: Red Robin Builds An Agile Customer-Centric Culture With Yammer

    The Restaurant Uses Social Tools To Engage Employees And Accelerate Innovations That Customers Crave

    Red Robin Gourmet Burgers, a US restaurant chain, competes in a crowded market where customer tastes change rapidly. As such, the company must build an organization that can quickly change its...

    • Downloads: 231
  • 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: 173
  • For Customer Experience Professionals

    Report:Brief: Why Good Customer Experience Isn't Good Enough

    Business Case: The Customer Experience Ecosystem Playbook

    Forty percent of the brands in Forrester's 2014 Customer Experience Index (CX Index) earned scores in the good category. But for many, those scores are actually anything but good because those brands...

    • Downloads: 429
  • For Customer Experience Professionals

    Report:The Customer Experience Index, UK 2014

    How good is the experience at leading UK companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 28 UK brands...

    • Downloads: 395
  • For Customer Experience Professionals

    Report:Brief: Who Needs CX Certifications?

    Nice-To-Have Rather Than Essential CX Learning Programs

    In the age of the customer — when companies only win by being customer-obsessed and delivering exceptional experiences — customer experience (CX) will mature into a full-fledged...

    • Downloads: 98
  • For Customer Experience Professionals

    Report:Brief: What WeChat Can Do To Enhance Your Customer Experience

    WeChat, known as Weixin in China, has taken the country by storm: As of June 2014, it had 438 million monthly active users. And in the past two years, approximately 5.8 million companies and...

    • Downloads: 122
  • For Customer Experience Professionals

    Report:Journey Maps: Necessary But Not Sufficient For Running CX Programs

    Journey maps are a tried-and-true tool for understanding customer interactions with a company. As powerful as journey maps are, however, they come up short when it comes to planning what customer...

    • Downloads: 481
  • For Customer Experience Professionals

    Report:Digital Customer Experience Governance Demystified

    Governance has long been a dreaded word in the field of customer experience. It conjures images of automatons locked in dungeons trolling digital properties, hunting for standards violations. But in...

    • Downloads: 1081
  • 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: 266
  • For Customer Experience Professionals

    Report:User Experience Capabilities Assessment

    Assessment: The Digital Customer Experience Improvement Playbook

    The words "easy to use" appear at or near the top of requirements lists in countless customer experience (CX) project specification documents. But saying that usability is a requirement doesn't...

    • Downloads: 261
  • For Customer Experience Professionals

    Report:Banks And Retailers: You Cannot Price Your Way Out Of Bad Customer Experiences

    Why Customer Experience Matters More To Loyalty Than Price

    Have you ever wondered whether it makes more sense to invest in customer experience or in dropping your prices to improve customer loyalty? We tested the relationship between customers' perceptions...

    • Downloads: 740
  • 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: 525
  • For Customer Experience Professionals

    Report:Indian Organizations' Digital Customer Experience Foundation Is On A Weak Footing

    Strengthen The Business Foundation To Boost Digital Engagement

    Broader telecom network and service coverage and increased smartphone penetration have contributed to the growth of Internet usage across India. This growing population of digital customers is...

    • Downloads: 49
  • For Customer Experience Professionals

    Report:Journey Mapping Best Practices

    Reset Your Assumptions On Where And How Journey Mapping Can Support CX Programs

    Customer experience (CX) professionals have been quick to adopt journey mapping. Despite this, journey maps remain underutilized because practitioners view them as point solutions for addressing...

    • Downloads: 1258
  • For Customer Experience Professionals

    Report:Brief: Spotify Retunes Its User Experience

    What CX Pros Can Learn About Enriching Customer Experience From The Digital Music Service's Redesign

    Digital music service Spotify has been investing large sums in enhancing its customer experience, culminating with a major redesign across multiple platforms, including its iPhone app, on April 2,...

    • Downloads: 174
  • 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: 2479
  • For Customer Experience Professionals

    Report:Interactive Design Agency Overview, Europe 2013

    Companies doing business in Europe need vendors that can help them differentiate their brands in an increasingly complex digital landscape. As European consumers continue to adopt new digital...

    • Downloads: 271
  • For Customer Experience Professionals

    Report:What's New With Customer Feedback Management Vendors

    A CX Pro's Guide To The Evolved CFM Vendor Landscape

    In the past year, the already-dynamic customer feedback management (CFM) market has further evolved, requiring customer experience (CX) professionals to navigate a changed vendor landscape. This...

    • Downloads: 339
  • For Customer Experience Professionals

    Report:Voice Of The Customer Vendor Go-To-Market Strategies, 2014

    Exercise Due Diligence When Selecting VoC Vendors

    When companies select vendors to support their voice of the customer (VoC) programs, they must look not only at vendor capabilities but also at other factors that drive success in the vendor...

    • Downloads: 466
  • For Customer Experience Professionals

    Report:Five Creative Approaches For Using Personas And Customer Journey Maps Effectively

    Personas and customer journey maps are central to companies' customer understanding programs. To understand how firms can get the full benefit from these tools, Forrester interviewed both vendor and...

    • Downloads: 1521
  • For Customer Experience Professionals

    Report:The CX Innovation Imperative

    To become a customer experience (CX) leader, CX pros must strike a balance between improving existing experiences and pushing for bolder innovation-based efforts that uncover and deliver new value to...

    • Downloads: 296
  • For Customer Experience Professionals

    Report:The Data-Driven Design Revolution

    We have entered a new age — one in which the attitudes, rules, and behaviors that govern how firms use data are radically transforming. Highly agile startups and flat organizations are giving...

    • Downloads: 559
  • 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: 717