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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240 results in Reports

  • Customer Experience
  • For Customer Experience Professionals

    Report:2013 Customer Experience Predictions

    What Customer Experience Professionals Need To Know About The Year Ahead

    Over the past two years, consumer technology adoption and market forces have catapulted the field of customer experience into strategic stature. But it will be years before customer experience is...

    • Downloads: 1635
  • 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: 701
  • For Customer Experience Professionals

    Report:Lessons From Forrester's 2012 Voice Of The Customer Award Winners

    A Look Inside The Voice Of The Customer Programs At Barclaycard US, Cisco, And Vanguard

    This year, Forrester recognized three winners of its fourth annual Voice Of The Customer Awards: Barclaycard US, Cisco Systems, and The Vanguard Group. Each of the winning voice of the customer (VoC)...

    • Downloads: 669
  • 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: 1432
  • For Customer Experience Professionals

    Report:How Unified Is Your Customer Experience?

    Today's customers interact with companies across a range of media and devices, including electronic ads, digital interfaces, phones, and physical spaces. It's the sum of all of these interactions...

    • Downloads: 722
  • For Customer Experience Professionals

    Report:Executive Q&A: Top 10 Customer Experience Strategy Questions Answered

    Most firms' ambition is to be the customer experience (CX) leader in their industry or a leader across all industries. To achieve this weighty goal, they'll need (among other things) a shared...

    • Downloads: 305
  • 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: 721
  • For Customer Experience Professionals

    Report:The Best And Worst Of Unified Experiences, 2014

    Benchmarks: The Digital Customer Experience Improvement Playbook

    Today's multitouchpoint customers expect unified experiences that smooth transitions across interactions. To help companies detect and codify systemic problems that affect their customers' ability to...

    • Downloads: 618
  • For Customer Experience Professionals

    Report:Brief: Use An Ethnographic Approach To Enrich Personas For Local Markets

    Localizing Customer Experiences, Part 1

    With customer experience emerging as the new battleground in the fight to win, serve, and retain customers, localization is an urgent and relevant topic for global companies expanding into culturally...

    • Downloads: 123
  • 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: 138
  • For Customer Experience Professionals

    Report:Want To Improve Your Customer Experience? Turn To The Cloud

    Cloud Technologies Provide Employees, Partners, And Customers With The Agility They Need

    Technology grounds your customer experience (CX) ecosystem. It's embedded in your products; it facilitates customer understanding; it enhances your channels; and it empowers your employees. But rigid...

    • Downloads: 167
  • For Customer Experience Professionals

    Report:The US Customer Experience Index, Q1 2015

    Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience

    Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index) benchmark of 2015 sets the baseline that will tell 299 US...

    • Downloads: 604
  • 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: 710
  • 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: 208
  • For Customer Experience Professionals

    Report:Executive Q&A: Success Secrets From Senior Customer Experience Executives

    How CX Leaders Address Issues Like Organizational Structure, Measurement, And Corporate Buy-In

    At Forrester, we spend most of our day thinking about the challenges that customer experience (CX) professionals face. Some of these challenges are evergreen, like who in the organization is...

    • Downloads: 149
  • For Customer Experience Professionals

    Report:The State Of The Art Of Personas

    Personas Have Evolved To Support Differentiated Customer Experience Design In The Age Of The Customer

    Personas offer a proven solution for a common design challenge: Keeping the end user in mind during all phases of design, development, and testing. Recently, shortsighted firms have wrongly dismissed...

    • Downloads: 1544
  • For Customer Experience Professionals

    Report:Better Customer Experience Correlates To Higher Net Promoter Scores

    Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience

    Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to...

    • Downloads: 857
  • For Customer Experience Professionals

    Report:Implement Your Digital Customer Experience Strategy

    Road Map: The Digital Customer Experience Improvement Playbook

    Every organization that makes customer experience a top priority needs a strategy for its digital customer interactions that will satisfy customer needs, bolster business objectives, and build the...

    • Downloads: 2457
  • For Customer Experience Professionals

    Report:The Customer Experience Index, 2014

    Benchmarks: The Customer Experience Maturity Playbook

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

    • Downloads: 2431
  • For Customer Experience Professionals

    Report:Brief: Actions Speak Louder Than Words When It Comes To Customer Centricity

    Financial Services Firms Must Demonstrate Customer Advocacy In Every Interaction

    Customer experience (CX) and customer advocacy are both leading indicators of customer loyalty for financial services firms. This report outlines the drivers of great customer experience that do...

    • Downloads: 235
  • For Customer Experience Professionals

    Report:Sharpen Customer Experience Focus With Employee Engagement

    Employee engagement drives both better customer experience and greater profit margins. What's more, it's essential for companies that want to sustain customer experience success over time. But most...

    • Downloads: 597
  • For Customer Experience Professionals

    Report:Brief: How To Help Your Executives Lead CX Transformations

    The Big Gestures And Everyday Habits That Propel Organizations Toward Customer Experience Greatness

    There's no shortage of enthusiasm for customer experience (CX) among executives these days. But there is a shortage of action. Executives we talk to are often eager to be part of the CX...

    • Downloads: 192
  • For Customer Experience Professionals

    Report:Customer Experience In The Post-PC Era

    Vision: The Digital Customer Experience Improvement Playbook

    The rapid consumer adoption of mobile devices, new interfaces, and the changing behaviors they encourage have transformed how customers engage with companies. Gone are the days when companies could...

    • Downloads: 1462
  • 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: 351
  • 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: 1395